ADRIANA PATRICIA GUEVARA LEIVA
Resumen profesional
Bilingual Customer Service Representative with excellent communication, problem-solving, and interpersonal skills. Detail-oriented, adaptable, and committed to delivering positive customer experiences. A quick learner who enjoys working in fast-paced environments, building rapport with customers, and learning new systems and processes. Seeking a long-term remote opportunity where I can contribute and continue growing professionally.
Datos destacados
5
5
years of professional experience
Experiencia
Social Worker (Contract-Based Assignments)
Municipal Health Department of Armenia
Armenia, Quindío
2023.04 - 2024.12
- Conducted client interviews and needs assessments.
- Managed case follow-up and coordinated with community organizations.
- Maintained accurate documentation and data entry.
- Prepared reports and managed confidential information.
- Built trusting relationships with clients through empathy and effective communication.
Bilingual Customer Service Representative
TELEPERFORMANCE COLOMBIA
Armenia, Quindío
2022.12 - 2023.05
- Provided bilingual phone support to VIP Dashers in a high-volume environment.
- Assisted with order-related issues, including missing items, delayed deliveries, and order cancellations.
- Processed refunds and resolved payment-related inquiries following company policies.
- Performed troubleshooting for app issues, including login problems, navigation, delivery status updates, and account access.
- Guided Dashers through platform features, including marking deliveries as completed and resolving workflow issues.
- Educated Dashers on platform policies, procedures, and available support resources.
- Documented customer interactions accurately while meeting quality and productivity standards.
Voice Support Agent
ACCEDO COLOMBIA S.A.S
Pereira, Risaralda
2021.12 - 2022.07
- Assisted customers through voice and social media channels with billing concerns, account reviews, and service-related inquiries.
- Handled customer retention conversations by identifying customer needs and offering personalized solutions to encourage account retention.
- Explained products, promotions, and available service options based on customer needs.
- Processed account updates, service upgrades, downgrades, and account maintenance requests.
- Investigated billing issues and resolved customer concerns while maintaining a high level of customer satisfaction.
- Documented all customer interactions accurately in the CRM system.
Agente de servicio al cliente
ACCEDO COLOMBIA S.A.S
Pereira, Risaralda
2019.07 - 2019.11
- Assisted customers through live chat with inquiries about AT&T wireless products and services.
- Recommended mobile devices, phone lines, wireless plans, and accessories based on customers' needs.
- Explained plan features, pricing, promotions, financing options, and eligibility requirements.
- Guided customers through the purchase process, including new lines, upgrades, and device replacements.
- Built customer confidence by answering questions and recommending the most appropriate solutions.
- Maintained accurate documentation of customer interactions.
Formación
Technical Degree in Documentation & Records Mgmt - Records Management
SENA
Armenia, QUIBachelor’s Degree in Social Work - Social Work
University of Quindío
Armenia, QUI 2001.05 - /2018
Enfatiza tus habilidades clave
Customer Service
Communication
Problem Solving
Active Listening
Adaptability
Teamwork
Microsoft Office
LANGUAGES
- Spanish: Native
- English: Professional Working Proficiency
Cronología
Social Worker (Contract-Based Assignments)
Municipal Health Department of Armenia
2023.04 - 2024.12
Bilingual Customer Service Representative
TELEPERFORMANCE COLOMBIA
2022.12 - 2023.05
Voice Support Agent
ACCEDO COLOMBIA S.A.S
2021.12 - 2022.07
Agente de servicio al cliente
ACCEDO COLOMBIA S.A.S
2019.07 - 2019.11
Bachelor’s Degree in Social Work - Social Work
University of Quindío
2001.05 - /2018
Technical Degree in Documentation & Records Mgmt - Records Management
SENA