Resumen profesional
Datos destacados
Experiencia
Formación
Enfatiza tus habilidades clave
Idiomas
Cronología
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Angie Lorenna Monroy

Angie Lorenna Monroy

Resumen profesional

As a results-driven team leader with 2 years of experience, I specialize in achieving and exceeding goals through strong leadership and strategic coaching. With a background in biology, I bring a unique ability to analyze situations and guide my team with a supportive, tailored approach to ensure optimal performance. I thrive in fastpaced environments and excel at solving complex problems with creativity and resourcefulness. My experience in sales, objection handling, and coaching allows me to motivate teams effectively, creating an energetic, positive atmosphere that drives success. Proficient in Excel and data analysis, I am dedicated to delivering results and continuously improving both team performance and individual growth. I am passionate about fostering a collaborative and high-performance culture that drives business growth and team success.

Datos destacados

6
6
years of professional experience

Experiencia

Team Leader

IGT Solutions
04.2023 - Actual
  • Strong Lead and coached a high-performing customer service team, ensuring exceptional service quality.
  • Consistently met and exceeded performance metrics, being efficient and guaranteed customer satisfaction.
  • Monitored and analyzed KPIs to enhance team efficiency and productivity.
  • Developed action plans and performance improvement strategies.
  • Awarded Team Leader of the week and CSAT Champ.

Travel Associate

IGT Solutions
04.2022 - 04.2023
  • Provided excellent customer service to clients by assisting with travel bookings, itinerary changes, and problem resolution.
  • Ensured strict compliance with quality standards and company procedures.
  • Handled inbound and outbound calls efficiently, maintaining a professional and enthusiastic approach.
  • Demonstrated empathy and active listening to understand customer needs and deliver tailored solutions.
  • Focused on customer satisfaction and first-contact resolution.
  • Consistently met and exceeded KPIs, including call handling time, quality scores, and customer satisfaction rates.
  • Maintained a positive attitude, contributing to a results-oriented, customer-focused work environment.

Sales Advisor

Dyninno
07.2021 - 03.2022
  • Provided expert travel sales consultation, providing customer service and manage of positive profit improving communication skills.
  • Addressed customer objections effectively, enhancing overall sales performance.
  • Cierre de ventas y registro de pedidos.
  • Atención personalizada a los clientes en todas las fases del proceso de compra.
  • Cumplimiento de los objetivos de ventas marcados por la empresa.
  • Elaboración y seguimiento de cotizaciones para los clientes.
  • Abordaje, seguimiento y respuesta a los reclamos de los clientes.
  • Colaboración con el equipo de trabajo para el logro de metas.
  • Cumplimiento de objetivos de ventas mensuales y anuales establecidos.

Customer Service and Retention Representative

Concentrix
01.2020 - 07.2020
  • Delivered top-tier customer support, handling inquiries and problem resolution.
  • Maintained high retention's scores through excellent communication and service quality.

Customer service agent

Teleperformance
Bogota
04.2017 - 07.2018
  • Provided chat-based customer support for drivers of a major mobility app.
  • Assisted drivers by resolving inquiries, incidents, and technical issues efficiently.
  • Developed strong problem-solving skills and ensured high levels of customer satisfaction.
  • Maintained quality standards and met performance metrics consistently.
  • Demonstrated responsibility and attention to detail to ensure accurate and timely support.
  • Contributed to a positive customer experience by providing clear and empathetic communication.

Formación

Bachelor's Degree - Biology

Universidad Militar
10.2017

Enfatiza tus habilidades clave

  • Leadership & Team Management
  • KPI & Data Analysis
  • Excel & Reporting
  • GDS System Management
  • Performance Improvement Plans (PIP)
  • Project & Action Plan Development
  • Problem-Solving & Objection Handling

Idiomas

Inglés
Intermedio avanzado (B2)
B2

Cronología

Team Leader

IGT Solutions
04.2023 - Actual

Travel Associate

IGT Solutions
04.2022 - 04.2023

Sales Advisor

Dyninno
07.2021 - 03.2022

Customer Service and Retention Representative

Concentrix
01.2020 - 07.2020

Customer service agent

Teleperformance
04.2017 - 07.2018

Bachelor's Degree - Biology

Universidad Militar

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Angie Lorenna Monroy