MARIA ISABEL POLANCO CASALLAS
Customer Account Advisor
Bogota,HUI
Summary
Developed skills in customer relations and account management within fast-paced environment, seeking to transition into new field. Demonstrated ability to manage client expectations and resolve issues promptly, fostering loyalty and trust. Proven track record of collaborating with teams to achieve business goals and enhance customer experiences.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Account Advisor
Bet365
01.2025 - Current
- Provided exceptional service by quickly identifying client needs and offering appropriate solutions or recommendations.
- Increased overall revenue with upselling techniques and product knowledge, tailored to individual customer needs.
- Kept up-to-date on industry trends and changes in regulations, allowing for informed discussions with clients regarding potential impacts on their accounts.
- Created customized responses for clients upon request, showcasing critical insights into their account activities.
Coach Tech Support and Customer Service
Foundever
01.2022 - 12.2024
- Led and coached a high-performing customer service team
- Delivered targeted performance feedback to enhance agent skills
- Implemented industry best practices to elevate customer service standards
- Monitored key call metrics, including AHT, FCR, and CSAT, to drive continuous improvement.
- Daily, weekly and monthly audits required for ensure quality levels.
- Action plan creation based on SMART and ADDIE techniques.
- Lead and attend weekly team meetings providing important changes and updates.
Tech Support and Customer Service Agent
Foundever
Bogotá, Bogota D.C.
01.2021 - 01.2022
- Guided customers through step-by-step troubleshooting processes, ensuring clear communication and customer satisfaction
- Documented and tracked customer interactions and technical issues in the CRM system, maintaining accurate records of solutions provided
- Escalated unresolved issues to higher-level technical teams, ensuring a smooth handoff and quick resolution for customers
- Delivered high-quality customer service by adhering to company policies and maintaining a professional and empathetic attitude
- Provided product guidance and explained technical concepts to customers in an easy-to-understand manner
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Arts - Music Education
Universidad Pedagogica Nacional
Bogota, Colombia 08.2018 - 07.2023
Skills
Industry awareness
Up-selling techniques
Attention to detail
Organization, prioritizing and planning
Efficiency under pressure
Adaptability
Proactive approach
Handling change
Strong communication skills
Commitment to continuous improvement
Certification
Lean Six Sigma White Belt
Timeline
Customer Account Advisor
Bet365
01.2025 - Current
Lean Six Sigma White Belt
09-2024
Coach Tech Support and Customer Service
Foundever
01.2022 - 12.2024
Tech Support and Customer Service Agent
Foundever
01.2021 - 01.2022
Bachelor of Arts - Music Education
Universidad Pedagogica Nacional
08.2018 - 07.2023
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