Luisa Fernanda Bonilla Pérez
Summary
Law student form Universidad Libre de Colombia. Bilingual (Spanish and English). Plenty of work experience with customer service and legal assistance. I have strong communication skills, great at multitasking, I build strong rapport with costumers, I have problem- solving abilities and great attention to detail and I perform well at high pressure situations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Booking.Com Call Center
06.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Legal Assistant
Sutherland Global
10.2022 - 06.2023
- Gathered key information during initial client intake interviews that contributed significantly to the formulation of effective legal arguments.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Delivered exceptional service to clients by assisting them with routine needs.
Quality Assurance Analyst
Teleperformance
05.2022 - 10.2022
- Mentored and coached team members on QA topics and strategies.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reported progress, test metrics and results to project stakeholders.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Customer Service Representative
Concentrix
11.2021 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Retention Customer Service Representative
Professional Service Center
03.2019 - 03.2020
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Education
Law - Law
Universidad Libre De Colombia
Bogotá, Colombia12-2026
High School Diploma -
Colegio Agustiniano Tagaste
Bogotá, Colombia12-2019
Skills
- Legal document preparation
- Scheduling/Planning
- Client communication
- File organization
- Microsoft office
- Active listening
- Critical thinking
- Problem resolution
- Documentation
Timeline
Customer Service Representative
Booking.Com Call Center
06.2023 - Current
Legal Assistant
Sutherland Global
10.2022 - 06.2023
Quality Assurance Analyst
Teleperformance
05.2022 - 10.2022
Customer Service Representative
Concentrix
11.2021 - 02.2022
Retention Customer Service Representative
Professional Service Center
03.2019 - 03.2020
Law - Law
Universidad Libre De Colombia
High School Diploma -
Colegio Agustiniano Tagaste
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