Slack
ANDREA CAROLINA BARCENAS MERCADO
Bachelor Of Basic Education With An Emphasis In English
Barranquilla
Summary
Professional recovery specialist with strong focus on team collaboration and achieving results. Proven track record in managing recovery processes, resolving complex issues, and adapting to changing needs. Known for reliability, effective communication, and problem-solving skills. Prepared to contribute significantly to organizational success.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Recovery Associate
Jetty
07.2024 - Current
- Debt collection.
- Review of the status of open claims to verify payments.
- Monitoring payment deadlines for debts.
- Organization of documentation for submission to collections.
- Achieved timely resolution of accounts, resulting in improved cash flow for the organization.
- Conducted thorough research to locate hard-to-find clients and resolve outstanding debts efficiently.
- Demonstrated excellent problem-solving abilities by identifying issues in the recovery process and proposing solutions.
- Provided exceptional customer service while negotiating payment arrangements within company guidelines.
- Resolved disputes professionally by gathering necessary documentation and coordinating with appropriate parties when needed.
- Supported internal departments by providing relevant information on client accounts and collection statuses.
- Enhanced client relationships with effective communication and negotiation skills during debt recovery processes.
- Collaborated with team members to develop best practices for successful debt recovery operations.
- Increased efficiency of the recovery process, managing a high volume of accounts simultaneously.
Logistic Coordinator
FOODA
04.2024 - 07.2024
- Coordination of menu updates and communication with partner restaurants.
- Account auditing to ensure quality and compliance
- Managed cross-functional teams for efficient project execution and timely completion.
- Improved order accuracy through meticulous data entry and verification processes.
Customer Service Trainer
Atlantic Quantum Innovations
02.2022 - 08.2023
- Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Consistently received positive feedback from trainees regarding the clarity and relevance of instruction provided during each session.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
- Worked closely with other trainers to adapt best practices and share insights, resulting in a more cohesive and effective training program.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
Customer Retention Representative
Atlantic Quantum Innovation
05.2021 - 01.2022
- Collaborated with cross-functional teams to devise strategies that improved overall customer experience and loyalty.
- Provided prompt assistance during critical situations such as billing disputes or service outages, minimizing negative impacts on client perception.
- Monitored performance metrics regularly to identify areas needing improvement within the customer retention operations framework.
- Negotiated win-back offers for dissatisfied customers, resulting in successful contract renewals without compromising profitability margins.
- Increased customer satisfaction with detailed explanations of product offerings, pricing structures, and contract terms.
- Achieved consistently high call quality scores due to an unwavering focus on professionalism and genuine concern for customers'' wellbeing.
- Prevented potential cancellations through proactive outreach campaigns targeting high-risk accounts identified via data analysis tools.
- Reduced customer churn through regular follow-up calls and personalized recommendations for products and services.
- Developed strong relationships with clients by being attentive, empathetic, and taking ownership of their issues.
- Enhanced customer retention rates by proactively addressing concerns and providing tailored solutions.
- Participated actively in team meetings by offering insights gained from day-to-day interactions with clients and proposing actionable steps towards continuous improvement.
Customer Service Representative
Atlantic Quantum Innovation
01.2021 - 04.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Bachelor's Degree in English. - Educación Básica con Énfasis en Inglés
Universidad De Córdoba
Montería, Colombia01.2019
High School Diploma -
I.E Dolores Garrido
Cerete, Colombia01.2010
Skills
Effective customer negotiation
Asset management
Financial processing expertise
Collection management strategy
Microsoft office
Time management
Adaptability and flexibility
Effective communication
Software y Sistemas
- Customer support platforms and CRM
- Slack
- Snapsheet
- Stripe
- Google workspace
- Microsoft Office (Work, PowerPoint, Excel)
Software
Snapsheet
OKTA
Stripe
Google workspace
Timeline
Recovery Associate
Jetty
07.2024 - Current
Logistic Coordinator
FOODA
04.2024 - 07.2024
Customer Service Trainer
Atlantic Quantum Innovations
02.2022 - 08.2023
Customer Retention Representative
Atlantic Quantum Innovation
05.2021 - 01.2022
Customer Service Representative
Atlantic Quantum Innovation
01.2021 - 04.2021
Bachelor's Degree in English. - Educación Básica con Énfasis en Inglés
Universidad De Córdoba
High School Diploma -
I.E Dolores Garrido
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