Claudia Franco
Bogotá
Summary
As a Technologist in Human Talent Management, I am characterized by establishing exceptional interpersonal relationships, based on respect, tolerance, and empathy. My leadership and assertiveness skills allow me to guide teams towards achieving common goals, always maintaining customer satisfaction as a priority. I am versatile in my job performance, adapting to work collaboratively or independently as required. I am seeking a new professional challenge in a visionary organization where I can contribute my experience and skills, and at the same time, continue my growth in a dynamic and challenging environment.
Overview
7
7
years of professional experience
Work History
Premium Auditor
EXL Service
2024.09 - Current
- Schedule audit appointments per SOP to obtain audit information
- Complete interview by phone with the insured
- Receive and review insured records
- Review reference materials to ensure classifications are correct and manual rules are followed
- Manage voicemails and emails on a daily basis
Quality Analyst & Trainer Representative
XYZies
2024.01 - 2024.07
- Developed and executed strategies for continuous quality enhancement, streamlining company processes
- Conducted in-depth analysis of employee interactions to ensure adherence to quality standards
- Recognized high-performing agents, motivating the team and setting benchmarks for quality
- Refined call-handling procedures to elevate customer service experiences
- Provided comprehensive training to new agents, ensuring proficiency in quality assurance and call management
- Effectively communicated updates in quality assurance processes to agents and supervisors
Quality Analyst
Iterum Connections
2021.09 - 2024.01
- Analyze data and produce quality performance reports
- Evaluate customer service interactions against internal standards
- Accompany evaluations with meaningful and constructive comments
- Discuss and explain feedback with agents and supervisors in regular meetings
- Analyze customer service metrics and how team performance affects KPIs
- Lead and participate in internal and external calibrations to analyze opportunities for improvement and make action plans
- Prepare and analyze quality reports of the operation's performance for reporting to management
Back Office
Creativa
2021.05 - 2021.09
- Attention to Natura Cosmetics national-level managers via phone, chat, and email
- Processing cancellations of orders upon consultant requests
- Verification of payment history and behavior
- Validation of order status, inquiries regarding order status, and order reprinting
- Tracking waybills with the delivery company
Administrative Assistant
Meraki Experiencias
2019.02 - 2021.04
- Receipt and registration of invoices and accounting documentation
- Handling of petty cash
- Support in special projects assigned by the superior
- Maintenance and updating of corporate databases
- Control and follow-up of inventory and office supplies
- Support in personnel selection
- Performing general administrative tasks
- Performing and requesting quotes, purchase orders, receiving vendor invoices, and posting invoices in the Siigo Cloud program
- Performing customer invoices and coordinating payments
Human Resources Trainee
Empresa De Acueducto
2018.07 - 2019.01
- Assistance in generating contracts for new hires
- Support in interviewing and assessing applicants for new contracts
- Validation of educational backgrounds for all company employees
- Assistance in pre-screening and selecting new hires and contract applicants
- Conducting induction sessions and guiding new hires to their respective work areas
- Supporting apprentices in their final stages and facilitating job handover by collecting certificates
Education
Business Administration Student -
Areandina
2025-01
Basic, Intermediate, And Advanced Excel -
Udemy
2024-01
Englis Course On Conversation And Writing Tips -
Iterum Connections
2023-01
Organizational Leadership -
Politecnico De Colombia
2023-01
Basic Accounting -
Politecnico De Colombia
2019-01
Diploma in Accounting And Finance -
Politecnico De Colombia
2019-01
Technologist in Human Talent Management -
Sena
2019-01
High School Graduate -
Colegio Ramon B. Jimeno
2016-01
Skills
- Punctuality and responsibility
- Organization
- Assertive Communication
- Analytical skills
- Teamwork
Languages
Spanish
Proficient
C2
English
Advanced
C1
Timeline
Premium Auditor
EXL Service
2024.09 - Current
Quality Analyst & Trainer Representative
XYZies
2024.01 - 2024.07
Quality Analyst
Iterum Connections
2021.09 - 2024.01
Back Office
Creativa
2021.05 - 2021.09
Administrative Assistant
Meraki Experiencias
2019.02 - 2021.04
Human Resources Trainee
Empresa De Acueducto
2018.07 - 2019.01
Business Administration Student -
Areandina
Basic, Intermediate, And Advanced Excel -
Udemy
Englis Course On Conversation And Writing Tips -
Iterum Connections
Organizational Leadership -
Politecnico De Colombia
Basic Accounting -
Politecnico De Colombia
Diploma in Accounting And Finance -
Politecnico De Colombia
Technologist in Human Talent Management -
Sena
High School Graduate -
Colegio Ramon B. Jimeno