Anibal Pereira Castellanos
Data Analyst | Executive Assistant | Data Entry | Intake Specialist | Quality Analyst | Customer Service
Montería
Summary
Dynamic and results-oriented professional with a proven track record, enhancing customer satisfaction by over 30% through expert application of quality assurance methodologies and exceptional customer service skills. Specializes in intake process management and critical thinking, adept in Spanish and English, significantly boosting operational efficiency and client retention.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Legal Intake Specialist
Alba Global
04.2024 - Current
- Coordinated appointments between clients and attorneys, ensuring efficient scheduling and time management within the firm.
- Conducted thorough research to support case development, contributing to successful outcomes for clients.
- Collaborated with attorneys on a variety of legal matters, such as client intake, case summaries, and document preparation for Workers compensation cases Increasing the average of new clients for the firm between 10 to 14%.
- Facilitated customer service procedures for the firm with positive results in customer satisfaction, reducing the average of complaints by more than 73%. Utilizing skills in empathy, effective communication, and problem-solving, providing follow-up to both new and active clients, reducing the number of complaints and claims, while increasing case retention and the firm’s profits.
- Performing reception duties, I stood out within the team by managing 51% of the total daily interactions, with a high satisfaction average. I utilized case follow-up models based on response time, reducing recontact by 26%.
Lead Quality Assurance Analyst
Teleperformance
07.2021 - 02.2024
- Extensive experience in the process of quality assurance in customer service through phone, email, chat and in-person channels, with the ability to apply customer service models that improve the flow of contact and ensure customer satisfaction.
- Applicable knowledge in team management and leadership, statistical data analysis and creation of action plans for operational improvement using Six Sigma analysis models with full office suite skills with advanced level in Excel and Access.
- Ability to create macros and automated reports for process management using popular applications in the market such as PowerBI and Tableau.
- Assertive communication skills, presenting monthly and quarterly closing reports that allows the creation of a correct analysis of the improvements and opportunities in the companies.
- Experience identifying and resolving problems in companies related to customer service and process eficiency with positive results ensuring 30% improvements in satisfaction and agility. Specialist in the monitoring and management of administrative processes ensuring their completion in the agreed times.
Customer Service Representative
Teleperformance
11.2020 - 07.2021
- Communication skills and customer service through dierent channels such as chat, email and phone in a variety of industries such as Clothing, eComerce, Banks and companies in the online sales market on a large scale.
- Experience in customer service and process management for the health sector for companies in different regions of the world as well as experience in the medical interpreting process connecting patients from different countries around the world and breaking language barriers.
- Experience in the technological industry providing support and assisting customers with technical problems related to equipment and internet providing immediate solutions using customer care and troubleshooting models.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Store Manager of Operations
Celeste's Investments
06.2019 - 11.2020
- Improved store efficiency by implementing inventory management systems and streamlining operational processes.
- Conducted regular audits of all store departments to ensure adherence to operational standards and identify areas requiring attention or improvement.
- Implemented loss prevention strategies to minimize shrinkage rates while maintaining an inviting shopping experience for customers.
- Developed strong vendor relationships for timely delivery of products, negotiating favorable terms on pricing and contracts.
- Monitored competitor activities within the local market, adjusting strategies as necessary to maintain a competitive edge and drive store success.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Workforce Real Time Analyst
Konecta
10.2017 - 06.2019
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Extensive knowledge in database management and SQL protocols, handling large volumes of data processing information and making a correct analysis of situations creating action plans and future projections to improve business opportunities.
Customer Service Representative
Konecta
03.2016 - 10.2017
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor in Business Administration - Business Administration And Management
Cooperative University
Colombia, Colombia 05.2001 -
Skills
Intake process management
Research and data collection
Administrative support
Document control support
Customer service
Teamwork
Time management abilities
Critical thinking
Data analysis
Problem-solving
Timeline
Legal Intake Specialist
Alba Global
04.2024 - Current
Lead Quality Assurance Analyst
Teleperformance
07.2021 - 02.2024
Customer Service Representative
Teleperformance
11.2020 - 07.2021
Store Manager of Operations
Celeste's Investments
06.2019 - 11.2020
Workforce Real Time Analyst
Konecta
10.2017 - 06.2019
Customer Service Representative
Konecta
03.2016 - 10.2017
Bachelor in Business Administration - Business Administration And Management
Cooperative University
05.2001 -
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