Dayana Alejandra Ovelencio Briceño
Agroindustrial Technology
Summary
Proven track record in enhancing agent support processes through data analysis and team morale programs, leading to improved QA metrics. Skilled in empathetic communication and compliance awareness, adept at fostering trust and achieving high customer satisfaction. Managed high-volume calls with efficiency, prioritizing swift resolution.
Overview
3
3
years of professional experience
Work History
Agent Support Specialist
Teleperformance
02.2023 - 07.2024
- Analyzed data trends to identify areas for improvement in agent support processes.
- Boosted team morale through recognition programs that acknowledged excellent performance.
- Developed strong relationships with agents, fostering trust and open communication.
- Supervisor supernumerary in charge of 8 people to reinforce and improve metrics based on QA
Agent Representative
24/7 Intouch
01.2022 - 06.2022
- Worked closely with management to identify potential areas for growth within existing client base.
- Outbound calls regarding tax information and leave voicemails
Bilingual Customer Service Representative
Sitel
06.2021 - 11.2021
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
Education
Global Citizen Leadership - Political Economy
Explore Our Enviroment
Usa 05.2001 -
No Degree - Make A Difference And Discover Salt Lake City
Utah University
Utah 05.2001 -
Food Agroindustry Technology - General Studies
SENA
Mosquera, Colombia 05.2001 -
High School Diploma -
I.E.D.T Agropecuario San Ramon
Funza, Colombia 05.2001 -
Primary School - General Studies
I.E Santa Maria
Villa De San Diego De Ubate, Colombia 05.2001 -
Skills
Strong empathy
Call center experience
Compliance Awareness
Exceptional communication
Additional Information
Personal references:
Fabian Pinilla (Employee)
3112517246
Barbara Escobar (Lawyer)
3208098941
Familiar References:
Orlando Briceño (Farm Administrator)
3123233392
Edelmira Rodriguez (Housewife)
3118701062
Timeline
Agent Support Specialist
Teleperformance
02.2023 - 07.2024
Agent Representative
24/7 Intouch
01.2022 - 06.2022
Bilingual Customer Service Representative
Sitel
06.2021 - 11.2021
Global Citizen Leadership - Political Economy
Explore Our Enviroment
05.2001 -
No Degree - Make A Difference And Discover Salt Lake City
Utah University
05.2001 -
Food Agroindustry Technology - General Studies
SENA
05.2001 -
High School Diploma -
I.E.D.T Agropecuario San Ramon
05.2001 -
Primary School - General Studies
I.E Santa Maria
05.2001 -
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance