Ana María Valencia
Pereira
Summary
Proven expertise in organization and positive persuasion, honed at Hotel Spa La Colina and other roles, enhancing customer satisfaction and operational efficiency. Excelled in roles requiring decision-making and emotions control, significantly reducing call handling times at Accedo 24/7 by implementing a centralized knowledge management system.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Receptionist
Hotel Spa La Colina
04.2022 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Locals and foreign entries and exits from the country registration
- Managing emotions when a customer is angry
- Offer our services correctly describing the amazing characteristics to close the sale
Manager's Assistant
IMPACTO LABORAL
01.2019 - 03.2021
- Ran errands to support daily needs of management.
- Responded to and directed incoming calls and other communication.
- Scheduled meetings and managed calendar.
- Resolved basic computer and office equipment issues through troubleshooting.
- Give customer social security information
Contact Center Consultant
Accedo 24/7
09.2016 - 06.2017
- Enabled seamless information sharing among team members by implementing a centralized knowledge management system, reducing call handling times and promoting accuracy in resolving inquiries.
- Reviewed monthly KPIs against targets regularly; Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.
- Provided valuable insights from customer interactions, contributing to product development initiatives that led to enhanced user experiences.
- Collaborated with team members to develop strategies for optimizing call handling and resolution times.
- Enhanced customer satisfaction by providing timely and effective solutions to contact center inquiries.
Education
Associate of Science - Environmental Studies
SENA
Pereira, Colombia06-2019
CERTIFICATE OF ACADEMIC KNOWLEDGE IN ENGLISH - English Language
COLOMBO AMERICANO
Pereira, Colombia08-2014
High School Diploma -
Instituto Tecnico Superior De Pereira
Pereira, Colombia12-2012
Skills
- Organization skills
- Time management
- Telephone skills
- Data entry
- Positive persuasion
- Emotions control
- Decision-making with a high level of responsibility
Accomplishments
- Assisted management with the training of 5 new staff members.
- Saved company in costs creating a recycling and electricity use conscious
- Speed and efficiency by creating automatic templates
- Speaking Behavior
Certification
.Technology in Environmental Management Systems
.Certificate of academic knowledge in english
Swimming running skating
I enjoy when I'm submerged in the waters and forget about the social pressure, also think it's a escape mode & help me to meditate and thank for my life.
Doing exercise feeds my personal/ corporal life ( running and skating ) make me happy and allows to me be more competitive and relaxed about the life
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Receptionist
Hotel Spa La Colina
04.2022 - Current
Manager's Assistant
IMPACTO LABORAL
01.2019 - 03.2021
Contact Center Consultant
Accedo 24/7
09.2016 - 06.2017
.Technology in Environmental Management Systems
.Certificate of academic knowledge in english
Associate of Science - Environmental Studies
SENA
CERTIFICATE OF ACADEMIC KNOWLEDGE IN ENGLISH - English Language
COLOMBO AMERICANO
High School Diploma -
Instituto Tecnico Superior De Pereira
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