Paula Alejandra González R.
Medellín,MET
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining processes at BPO Global Services. Skilled in Microsoft Excel and adept at conflict resolution, I excel in fast-paced environments, ensuring high levels of customer retention and satisfaction. Leveraging public relations and customer service expertise to drive success and foster strong client relationships. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
8
8
years of professional experience
Work History
Retention Customer Service Representative
BPO Global Services
08.2024 - 01.2025
- Evaluated existing processes and procedures for improvement opportunities.
- Escalated unresolved issues to the appropriate department for further investigation.
- Participated in team meetings to discuss best practices for retention strategies.
- Informed customers of deals and promotions.
- Verified customer information and processed orders accurately.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Administrative Asistant/Customer Service Representative
HAVA
Villavicencio
03.2021 - 02.2024
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Asistente Administrativa/ Servicio al cliente
Inmobiliaria del Oriente
Villavicencio
10.2020 - 03.2021
Asistente Administrativa
Inmobiliaria del Oriente
Villavicencio
06.2018 - 09.2018
Administrative Assistant
South Dental
Miami
10.2016 - 06.2017
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Managed office supplies inventory and placed orders when necessary.
- Scheduled appointments between clients and customers and internal staff members.
- Greeted visitors and provided general information about the company.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
Education
English Course -
TALK
Miami, Estados Unidos01.2017
Bachelor - International Business
Santo Tomas University of Villavicencio
Villavicencio, Colombia01.2016
High School Diploma -
Departamental la Esperanza School
Villavicencio, Colombia01.2010
Skills
- Public Relations
- Project Evaluation
- Advertising and Promotion
- Marketing
- Marketing Strategies
- Commercial Consulting
- International Marketing
- Customer Service
Additional training and education
Graduate Diploma in Business Management, 5th INTERNATIONAL CONGRESS 'BUSINESS EXPERIENCES PACIFIC ALLIANCE', 6th INTERNATIONAL CONGRESS BUSINESS EXPERIENCES, INTERNATIONAL CONGRESS BUSINESS EXPERIENCES OF COLOMBIA
Contact
Medellín MET
Work References
- Sandra Aguado, South Dental, Miami, Estados Unidos, Corporate Officer GM, Human Resources Administration, 3057245048, Sandra@southdental.org
- Mariana Zeaz, South Dental, Miami, Estados Unidos, Manager, 7862697934, sdwestkendall@southdental.org
- Luis Eduardo Rangel, Inmobiliaria del Oriente, Gerente, 3123060122, l.e.r.333@hotmail.com
Skills
- Adobe Flash Player
- Complaint resolution
- Call center experience
- Conflict resolution
Education
Villavicencio, Colombia,Villavicencio, Colombia,Miami, Estados Unidos
References
- Hamyr Gonzalez, Bogotá, Colombia, President of MINERA COBRE Colombia, +573143591543, gonzalez@mineracobre.com
- Adriana Chavarro, Bogotá, Colombia, Vicepresidente de Estrategia y Talento, Fiduciaria del Occidente S.A, +579187163625, Achavarro@fiduoccidente.com.co
Languages
- Spanish, Native
- English, Advanced
- 3
- 5
Timeline
Retention Customer Service Representative
BPO Global Services
08.2024 - 01.2025
Administrative Asistant/Customer Service Representative
HAVA
03.2021 - 02.2024
Asistente Administrativa/ Servicio al cliente
Inmobiliaria del Oriente
10.2020 - 03.2021
Asistente Administrativa
Inmobiliaria del Oriente
06.2018 - 09.2018
Administrative Assistant
South Dental
10.2016 - 06.2017
English Course -
TALK
Bachelor - International Business
Santo Tomas University of Villavicencio
High School Diploma -
Departamental la Esperanza School
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