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
09.2022 - 03.2024
- 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
11.2021 - 06.2022
- 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
05.2020 - 11.2021
- 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
11.2019 - 04.2020
- 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
05.2019 - 11.2019
- 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
12.2018 - 05.2019
- 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
06.2018 - 11.2018
- Delivered prompt service to prioritize customer needs.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Medical Interpreter
Teleperformance
03.2024 - 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 01.2005 - 05.2010
Ingeniería Biomédica -
Universidad Manuela Beltran
Bucaramanga, Colombia 01.2011 - 05.2018
Diplomado en metrología biomédica -
Fundación Cardiovascular
Bucaramanga, SAN 01.2016 - 04.2016
Skills
Time Management
Microsoft Office
Customer service excellence
Training development aptitude
Calm Under Pressure
Excellent Communication
Product and service knowledge
De-Escalation Techniques
Logging call information
Time Management
Timeline
Medical Interpreter
Teleperformance
03.2024 - Current
Trainer call center bilingue
Webhelp+Concentrix
09.2022 - 03.2024
Bilingual Call Center Agent
Teleperformance
11.2021 - 06.2022
Social Media Moderator
Majorel SAS
05.2020 - 11.2021
Biomedical Engineer
Mci soluciones integrales
11.2019 - 04.2020
Bilingual Call Center Agent
Atento Teleservicios
05.2019 - 11.2019
Bilingual Call Center Agent
Accedo Colombia
12.2018 - 05.2019
Bilingual Call Center Agent
Accedo Colombia
06.2018 - 11.2018
Diplomado en metrología biomédica -
Fundación Cardiovascular
01.2016 - 04.2016
Ingeniería Biomédica -
Universidad Manuela Beltran
01.2011 - 05.2018
Bachiller academico -
Colegio Agustiniano
01.2005 - 05.2010