Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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
09.2024 - 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
01.2024 - 07.2024
  • 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
09.2021 - 01.2024
  • 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
05.2021 - 09.2021
  • 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
02.2019 - 04.2021
  • 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
07.2018 - 01.2019
  • 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
01-2025

Basic, Intermediate, And Advanced Excel -

Udemy
01-2024

Englis Course On Conversation And Writing Tips -

Iterum Connections
01-2023

Organizational Leadership -

Politecnico De Colombia
01-2023

Basic Accounting -

Politecnico De Colombia
01-2019

Diploma in Accounting And Finance -

Politecnico De Colombia
01-2019

Technologist in Human Talent Management -

Sena
01-2019

High School Graduate -

Colegio Ramon B. Jimeno
01-2016

Skills

  • Punctuality and responsibility
  • Organization
  • Assertive Communication
  • Analytical skills
  • Teamwork

Languages

Spanish
Proficient
C2
English
Advanced
C1

Timeline

Premium Auditor

EXL Service
09.2024 - Current

Quality Analyst & Trainer Representative

XYZies
01.2024 - 07.2024

Quality Analyst

Iterum Connections
09.2021 - 01.2024

Back Office

Creativa
05.2021 - 09.2021

Administrative Assistant

Meraki Experiencias
02.2019 - 04.2021

Human Resources Trainee

Empresa De Acueducto
07.2018 - 01.2019

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
Claudia Franco