Isabella Gómez Lombana
Guadalajara De Buga
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
3
3
years of professional experience
Work History
Bilingual Supervisor
Teleperformance
Street Avenue 26 N 92-32 Building B, 2nd Floor
03.2021 - 10.2023
- Conducted routine reviews of interactions that affected the KPI's of the representatives in charge to ensure the standards and policies of the company were followed during interactions.
- Provided weekly feedback and coaching sessions with the representatives to review ongoing practices, highlight above average practices or review current areas of opportunities to ensure they were following the company policies.
- Review and analyze data to provide information about current behaviors affecting the KPI's performance and possible root causes.
- Weekly review of company updates to keep associates up to date with the latest procedures.
- Coordinate with support areas to work in actions plan for specific improvements.
- Monitored interactions and schedules in real time to ensure associates met the service level expected.
- Managed real time escalations and provided the corresponding feedback to the associate in charge.
- Ensured new hired employees had the necessary skills to approach different type of interactions through constant coaching and feedback
Bilingual Customer Service Representative
Teleperformance
Street Avenue 26 N 92-32 Building B, 2nd Floor
10.2020 - 03.2021
- Provided excellent customer care by responding to technical and payment inquires ensuring the company policies and procedures were followed.
- Utilized advanced knowledge of products and services to provide accurate information to customers while promoting company services when appropriate.
- Maintained and managed customer files and databases.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
Education
Bachelor of Science - Foreign Language Teacher Education
Universidad De Caldas
Street 65 N 26 - 1009.2020
High School Diploma - High School Diploma With Enfasis On Technology
Institución Educativa Narciso Cabal Salcedo
Street 2 N 8 - 4712.2013
Skills
- Salesforce experience
- Fluent Communication
- Policy Enforcement
- Team Development
- Training and mentoring
- Friendly, Positive Attitude
- Multitasking
- Fluent in English and Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working
Timeline
Bilingual Supervisor
Teleperformance
03.2021 - 10.2023
Bilingual Customer Service Representative
Teleperformance
10.2020 - 03.2021
Bachelor of Science - Foreign Language Teacher Education
Universidad De Caldas
High School Diploma - High School Diploma With Enfasis On Technology
Institución Educativa Narciso Cabal Salcedo