Juliana Arango
Training | Quality Assurance | Client Success
Bogotá,DC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude, characterized by the willingness to take on added responsibilities to meet team goals. Currently, seeking to venture in the AI/Technology related fields and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Value Analyst
Coupa Software Inc
01.2024 - Current
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
Client Specialist Lvl 2
Blackboard
11.2021 - 5 2023
- Training clients on their software access and advising them based on their use case.
- Testing bugs and reporting them.
- Setting up call queue for after hours.
- Acted as liaison between company''s technical staff and clients by translating complex product/service specifications into easily digestible formats for non-expert audiences to comprehend during sales pitches or consultation sessions held thereof via proa
Client Success Consultant
Virtuagym
03.2020 - 10.2021
- Testing and submitting bug-related reports from clients via email and phone recorded those through JIRA tickets for development to work on.
- Training both tenure and new clients who needed reinforcements on certain modules of the software.
- Outbound calling to follow up on clients with outstanding invoices, and if necessary provided payment agreements, which I also kept track of until these were fulfilled.
- Received Inbound calls to solve clients' questions and scheduling meetings between clients and developers for proper escalation of product-related feedback.
- Served as a ''buddy'' for my new hire peers, guiding them through the software functionalities, meeting with them daily, and having them shadow my tasks for learning purposes.
- Covered for my manager whenever she was out of the office, took part in management meetings, and shared weekly KPI's results, action plans, and relevant team-related matters.
- Outbound calling to follow up on detractors from the company's Net Promoter Score surveys, gathering their feedback and recording it accordingly on Salesforce.
- Replied to the company's reviews in Capterra, following up on the clients' complaints.
Collections Specialist
Contact Point 360
07.2018 - 01.2020
- Worked at the Collections division for an energy provider located in the US.
- Outbound calling to follow up with clients and their payment arrangements status.
- Received inbound calls to handle financially-related requests such as Discounts, payment arrangements, re-connecting services, and processing payments.
- Acted as part-time quality specialist evaluating my department's interactions with clients and providing my peers with feedback.
Technical Support Specialist
Sitel
11.2017 - 07.2018
- Addressed clients' issues related to their internet, phone, and cable connectivity via live chat.
- Followed up on clients with payment arrangements and financially-related requests.
Associate Trainer and Quality Specialist
Concentrix
10.2014 - 11.2017
- Assisted in monitoring trainee performance to identify gaps in training.
- Provided ongoing coaching and mentoring to trainees as they transitioned into their new roles within the organization.
- Assisted senior staff in course preparation methods, seminar organization and presentations promotions.
- Accurately tracked job activities, expenses and attendance.
- Demonstrated correct procedures and compliance with standards at all times.
- Facilitated hands-on learning experiences through group activities and simulations, promoting practical application of concepts.
- Improved training effectiveness by incorporating real-world examples and case studies.
- Conducted assessments of employee understanding and performance.
- Assisted in the design of customized training programs tailored to meet specific organizational needs.
- Devised new methods of imparting information in order to increase engagement and retention.
- Completed training-related administrative tasks, documentation and team support.
- Conducted continual research to maintain subject matter expertise for assigned programs.
- Streamlined onboarding process for new hires, reducing time-to-productivity ratios.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring relevance of training content.
- Monitored industry developments and adjusted curriculum as needed to ensure alignment with current best practices.
- Developed strong relationships with key stakeholders, optimizing collaboration between departments during training initiatives.
- Developed metrics-driven evaluation processes for measuring the impact of learning programs on business outcomes.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Established and maintained quality control standards.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
Education
Undergraduate Degree - Law
University of Buenos Aires
ArgentinaSkills
Documentation And Reporting
Team Collaboration and Leadership
Analytical Thinking
Process enhancement
Workflow Analysis
Audit Support
Process Improvements
Data Research and Validation
Deadline Adherence
Strategic Planning
Decision-Making
Time Management
Adaptability
Effective Communication
Languages
Spanish
Proficient
C2
English
Proficient
C2
Timeline
Value Analyst
Coupa Software Inc
01.2024 - Current
Client Specialist Lvl 2
Blackboard
11.2021 - 5 2023
Client Success Consultant
Virtuagym
03.2020 - 10.2021
Collections Specialist
Contact Point 360
07.2018 - 01.2020
Technical Support Specialist
Sitel
11.2017 - 07.2018
Associate Trainer and Quality Specialist
Concentrix
10.2014 - 11.2017
Undergraduate Degree - Law
University of Buenos Aires