Summary
Overview
Work History
Education
Skills
References
Interests
Timeline
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Daniela Ruiz Ayala

Daniela Ruiz Ayala

Telecommunications Engineer
Bogota

Summary

Dedicated and results-driven professional with a diverse background in customer service and sales. My journey in the workforce began in 2016 as a Sales and Customer Service Representative for renowned clothing stores like Studio F and Sisley. In 2019, I transitioned to the role of Bilingual Customer Service Agent at Teleperformance, where I honed my communication skills and adapted to a fast-paced call center environment.

Over the next three years, I took on the role of Supervisor at Sitel - Foundever, demonstrating leadership and problem-solving abilities while overseeing operations. This experience allowed me to further enhance my team management skills and contribute to the success of the customer service department.

In my most recent position, I have served as a Trainer in a call center, bringing a unique blend of hands-on experience and a passion for employee development. With a year in this role, I have been instrumental in onboarding new staff, facilitating training programs, and fostering a positive learning environment.

I am eager to leverage my extensive background in customer service, leadership, and training to contribute effectively to a dynamic and growth-oriented work environment. My commitment to excellence, adaptability, and strong interpersonal skills make me a valuable asset to any team.

Overview

8
8
years of professional experience
14
14
years of post-secondary education
2
2
Languages

Work History

ENTRENADORA - TRAINER

Callzilla
02.2023 - Current
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Developed individualized training plans to achieve staff readiness.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Analyzed team performance and identified opportunities for additional training.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Implemented diverse instructional methods, optimizing trainee engagement.

SUPERVISOR - COACH

Sitel - Foundever
12.2019 - 11.2022
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Achieved results by working with staff to meet established targets.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Monitored workflow to improve employee time management and increase productivity.

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

Teleperformance
06.2019 - 08.2019
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish -speaking customers.
  • Met customer service objectives by providing superior customer service to English and Spanish-speaking customers.
  • Developed training materials for English and Spanish-speaking customer service representatives.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Responded to customer calls and emails to answer questions about products and services.

CUSTOMER SALES REPRENTATIVE

Sisley
03.2016 - 07.2016
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Assisted call-in customers with questions and orders.
  • Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained customer accounts and relationships.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

SALES ADVISOR

Studio F - Ela
02.2016 - 03.2016
  • Listened to customer details and offered matching solutions to meet wide range of requirements.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
  • Demonstrated features, answered questions and offered solutions.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Trained and mentored new sales representatives.

Education

Telecommunications Engineering - Telecommunications Engineering

Universidad Politecnico Grancolombiano
Bogota, Colombia
01.2025

No Degree - PMP Certification Exam Prep Course 35 PDU Contact

Udemy
Virtual
05.2001 -

Telecommunications Engineering - Telecommunications Engineering

Universidad Militar Nueva Granada
Bogota, Colombia
05.2001 -

Cadet Military Academy -

Wentworth Military Academy And College
Lexington, MO
05.2017

High School Diploma -

Colegio Rosario Santo Domingo
Bogota, Colombia
05.2001 - 01.2015

Skills

    Student Engagement

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References

  • Julian Peña Becerra, Telecommunications Engineer, Universidad Militar Nueva Granada, +57 (311) 566-1016
  • Diana Tique Sepulveda, Telecommunications Engineer, Universidad Militar Nueva Granada, +57 (322) 244-3770
  • Vanessa Bohorquez Ayala, Lawyer Expreso Bolivariano, +57 (313) 387-1598

Interests

Swimmer of the Colombian Red Cross

Timeline

ENTRENADORA - TRAINER

Callzilla
02.2023 - Current

SUPERVISOR - COACH

Sitel - Foundever
12.2019 - 11.2022

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

Teleperformance
06.2019 - 08.2019

CUSTOMER SALES REPRENTATIVE

Sisley
03.2016 - 07.2016

SALES ADVISOR

Studio F - Ela
02.2016 - 03.2016

No Degree - PMP Certification Exam Prep Course 35 PDU Contact

Udemy
05.2001 -

Telecommunications Engineering - Telecommunications Engineering

Universidad Militar Nueva Granada
05.2001 -

High School Diploma -

Colegio Rosario Santo Domingo
05.2001 - 01.2015

Telecommunications Engineering - Telecommunications Engineering

Universidad Politecnico Grancolombiano

Cadet Military Academy -

Wentworth Military Academy And College

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Daniela Ruiz AyalaTelecommunications Engineer