MARÍA ALEJANDRA LÓPEZ PRADA
Call Center Agent/Trainer
Bucaramanga
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
13
13
years of post-secondary education
3
3
Languages
Work History
Trainer call center bilingue
Webhelp+Concentrix
2022.09 - 2024.03
- Provided coaching and mentoring to employees.
- Used Google suite to design training for employees and increase company retention and productivity rates in the training department.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
Bilingual Call Center Agent
Teleperformance
2021.11 - 2022.06
- Assisted in reducing call wait times by promptly answering incoming calls without compromising service quality.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Social Media Moderator
Majorel SAS
2020.05 - 2021.11
- Trained new moderators in company policies, procedures, and best practices for efficient onboarding and seamless integration into the team.
- Managed multiple social media accounts simultaneously, maintaining consistent branding and messaging across all channels.
- Improved user experience by monitoring and addressing inappropriate content on social media platforms.
Biomedical Engineer
Mci soluciones integrales
2019.11 - 2020.04
- nalyze trends.
- Optimized medical device performance with thorough testing and analysis, ensuring safety and efficacy.
- Diagnosed malfunctioning equipment and ordered parts to repair or replace non working ones.
- Established professional relationships with manufacturing and laboratory personnel through effective communication and collaboration skills to promote collaboration and enhance results.
- Performed urgent device corrections and biomedical equipment recalls.
Bilingual Call Center Agent
Atento Teleservicios
2019.05 - 2019.11
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Bilingual Call Center Agent
Accedo Colombia
2018.12 - 2019.05
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Bilingual Call Center Agent
Accedo Colombia
2018.06 - 2018.11
- Delivered prompt service to prioritize customer needs.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Medical Interpreter
Teleperformance
2024.03 - Current
- Maintained message content, tone, and emotion as closely as possible.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
- Interpreted spoken and written languages other than English and vice versa.
Education
Bachiller academico -
Colegio Agustiniano
Floridablanca, SAN 2005.01 - 2010.05
Ingeniería Biomédica -
Universidad Manuela Beltran
Bucaramanga, Colombia 2011.01 - 2018.05
Diplomado en metrología biomédica -
Fundación Cardiovascular
Bucaramanga, SAN 2016.01 - 2016.04
Skills
Time Management
undefinedTimeline
Medical Interpreter
Teleperformance
2024.03 - Current
Trainer call center bilingue
Webhelp+Concentrix
2022.09 - 2024.03
Bilingual Call Center Agent
Teleperformance
2021.11 - 2022.06
Social Media Moderator
Majorel SAS
2020.05 - 2021.11
Biomedical Engineer
Mci soluciones integrales
2019.11 - 2020.04
Bilingual Call Center Agent
Atento Teleservicios
2019.05 - 2019.11
Bilingual Call Center Agent
Accedo Colombia
2018.12 - 2019.05
Bilingual Call Center Agent
Accedo Colombia
2018.06 - 2018.11
Diplomado en metrología biomédica -
Fundación Cardiovascular
2016.01 - 2016.04
Ingeniería Biomédica -
Universidad Manuela Beltran
2011.01 - 2018.05
Bachiller academico -
Colegio Agustiniano
2005.01 - 2010.05
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