Carolina Ceballos Alvarado
Cali,COR
Summary
Experienced Customer Service Supervisor helping team members on-time job completion,with a background in Amazon's operational environment. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet with great responsibility, commitment to the organization for the achievement of its objectives, ability to work in a team and leadership skills. Extensive experience in customer relationship management, excellent interpersonal skills. Fluent in English.
Overview
24
24
years of professional experience
Work History
Customer Service HBS Supervisor
Amazon Operation Services Colombia S.A.S
08.2022 - Current
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Assisted internal and external customers, teammates, in finding creative solutions aligned with Amazon’s contact tenets
- Provided leadership, assistance, and education to customer service representatives through DART and Chime to easily manage their contacts
- Audited DART chats, customer service calls and written conversations to evaluate the quality of the contacts, to identify pain points that can improve through coaching
- Maintained compliance with company policies, objectives, and communication goals.
- Participated in training sessions to continuously improve language skills and stay up-to-date on industry trends and best practices.
Food Service Manager
Amerada Hess Corporation
01.2000 - 02.2023
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Tracked food production levels, meal counts, and supply costs.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Management and supervision of personnel, customer service, sales, inventory control, training of new personnel, invoicing, payment of suppliers.
- Promoted a positive work environment by fostering open communication among team members and resolving conflicts effectively.
- Enhanced safety protocols for both employees and guests by adhering to strict food handling guidelines, ensuring proper storage of ingredients, and maintaining up-to-date certifications on equipment usage.
- Oversaw training of more than 15 team members.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Reduced food waste by closely monitoring inventory levels and implementing effective ordering procedures.
Translation Assistant
Translation Services
10.2020 - 06.2022
- Reviewed and edited documents for accuracy, grammar and clarity.
- Translation of documents from Spanish to English
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
Bilingual Agent
Teleperformance
06.2020 - 09.2020
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Enhanced customer satisfaction by addressing inquiries in both English and Spanish languages.
- Increased client retention rate by providing exceptional customer service in their preferred language.
- Participated in training sessions to continuously improve language skills and stay up-to-date on industry trends and best practices.
Administrative Assistant
CONSE Consultoría En Desarrollo Organizacional
02.2013 - 12.2018
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Provision of remote services with functions such as, presentation of projects, taking psychosocial surveys, psychosocial data entry, customer management, invoicing, payment to suppliers, among others.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted development and implementation of new administrative procedures.
Operations Coordinator
Xpress Group
05.2014 - 06.2016
- Management of the operational area of the company, with functions such as revenue, travel control, invoicing, vehicle production, collections, documentation for operations, management of the Nectilus accounting system.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Coordinated logistics activities including transportation arrangements, warehousing solutions, customs clearance documentation.
- Worked with vendors to make purchases and reconcile invoices.
Data Entry Clerk
Quinco Electrical, INC
01.2010 - 12.2013
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Accounting data entry, maintenance of direct and indirect costs, invoice and credit entry, customer service Latin America, sales.
Financial Assistant
Network Dynamics Inc.
05.2006 - 12.2009
- Increased financial accuracy by diligently maintaining and updating financial records.
- Customer service Latin America, translation of simultaneous conversations and documents, month-to-month recurring invoicing, collections, internal purchasing, inventory control and file management, knowledge and management of Great Plains and Applix internal software.
- Collaborated with the accounting team to ensure accurate financial reporting and analysis.
- Reduced processing time for expense reports by implementing an efficient filing system.
Customer Service Representative
T-Mobile
04.2003 - 01.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Customer service, financial counseling, delinquent portfolio recovery, collections, payment arrangements, technical support, knowledge and management of Streamline internal software.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Course - Human Resources Training
SENA
Colombia09.2018
No Degree - Business Engineering
Universidad De Las Fuerzas Armadas
ECUADOR07.2015
No Degree - English
ELS
Cali, Colombia07.1998
No Degree - Agro-industrial Engineering
Universidad De San Buenaventura
Cali, Colombia07.1997
High School Diploma -
Colegio Hispanoamericano
Cali, Colombia07.1997
Skills
Goal-Oriented
Complex Problem-Solving
Processes and procedures
Data Analytics
Audit reporting
Logistics Coordination
Timeline
Customer Service HBS Supervisor
Amazon Operation Services Colombia S.A.S
08.2022 - Current
Translation Assistant
Translation Services
10.2020 - 06.2022
Bilingual Agent
Teleperformance
06.2020 - 09.2020
Operations Coordinator
Xpress Group
05.2014 - 06.2016
Administrative Assistant
CONSE Consultoría En Desarrollo Organizacional
02.2013 - 12.2018
Data Entry Clerk
Quinco Electrical, INC
01.2010 - 12.2013
Financial Assistant
Network Dynamics Inc.
05.2006 - 12.2009
Customer Service Representative
T-Mobile
04.2003 - 01.2005
Food Service Manager
Amerada Hess Corporation
01.2000 - 02.2023
Course - Human Resources Training
SENA
No Degree - Business Engineering
Universidad De Las Fuerzas Armadas
No Degree - English
ELS
No Degree - Agro-industrial Engineering
Universidad De San Buenaventura
High School Diploma -
Colegio Hispanoamericano
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