EDNA CAROLINA OÑATE MORENO
Bogota
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Coach
Asurion
Bogotá
01.2023 - Current
- Enhanced team performance by developing and implementing effective coaching strategies.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Implemented effective goal-setting processes for individuals and teams, driving accountability and commitment towards meeting targets.
Account Manager
Teleperformance
Lima
03.2022 - 09.2022
- Organize and create action plans for a successful new line of business for a telecommunications company in a new location
- Aligned client and company targets to improve revenue
- Follow up on team leaders on all levels to develop a successful work environment
- Manage Interdepartmental meetings with support areas to improve execution
- Close client relationship.
Team Lead - Assistant Contact Center Manager
Teleperformance
Bogota
02.2019 - 09.2022
- Supervisor from July 2019 to March 2020 for customer service, leading teams average of 16 representatives
- MVP Supervisor October 2019
- Lead Supervisor from April 2020 to December 2020 for a retention line of business, working with a telecommunications company.
- Assistant Contact Center Manager from January 2021 to February 2022
- Experience implementing more than 4 lines of bussines such as EBB program, internet assitance, loyalty and sales.
- Creating and executing working plans to achieve short and long-term targets.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Customer Service Representative
Concentrix
Bogota
03.2018
- Management of inbound calls for a prepaid line of business of a telecommunications company based in the US
- Use of different programs to process payments, resolve doubts and complete basic mobile troubleshooting
- Care for customers' complaints and offer tailored solutions aligned with company goals.
Education
Incomplete - Linguistics, European and Hispano-American Literature, Creative Writing
Universidad Central De Venezuela
06.2017
High School -
High School Liceo Romulo Gallegos
Venezuela06.2008
Skills
- Customer Service expert
- Leadership skills
- Problem Solving Abilities
- Medium Excel
- Teamwork and Collaboration
- Client Relationship Management
- Customer Satisfaction
- Strategic Planning
- Goal-Oriented
- Sales Development
Languages
English
Upper intermediate (B2)
Spanish
Bilingual or Proficient (C2)
Birthdate
11/11/91
Personal Information
Nationality: Colombian
Timeline
Coach
Asurion
01.2023 - Current
Account Manager
Teleperformance
03.2022 - 09.2022
Team Lead - Assistant Contact Center Manager
Teleperformance
02.2019 - 09.2022
Customer Service Representative
Concentrix
03.2018
Incomplete - Linguistics, European and Hispano-American Literature, Creative Writing
Universidad Central De Venezuela
High School -
High School Liceo Romulo Gallegos