Reading, Writing, Learning new languages
Maria Passo
Team Manager
Barranquilla,Atlántico
Summary
Goal-oriented and dedicated to meeting team performance objectives and achieving set targets. Committed and well-versed in providing resolution thorough training, setting team goals and developing innovative strategies. Skilled oral and written communication, paired along with prompt time management and leadership abilities.
Overview
3
3
Languages
1
1
Certification
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Team Manager
SmartOffice
Barranquilla
02.2020 - Current
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on daily basis, coached and trained 10+ teams' members, increasing quality of work and employee motivation.
- Met with clients to maintain communication to enhance teams' execution on new tasks.
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Bilingual Backoffice Agent
Smartoffice
Barranquilla, Atlántico
01.2019 - 03.2020
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible shifts, including overtime hours.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
ID Verification Expert
Jumio SAS
Barranquilla, Atlántico
06.2018 - 12.2018
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks.
- Used critical thinking to break down problems, evaluate solutions and make quick decisions.
- Verified client information by analyzing existing evidence on file.
- My tasks included screening and data entry of min. 120 documents per hour.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines.
Bilingual Tech Support Agent
Sykes SAS
Barranquilla, Atlántico
11.2016 - 04.2018
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Bilingual Customer Service Agent
Avanza SAS
Barranquilla, Atlántico
04.2014 - 04.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with buying tickets, special order requests, and arranging luggage pick-up.
- Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
- Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
- Utilized sales training techniques to provide best call quality possible.
Bilingual Customer Service Agent
Atlantic International BPO
Barranquilla, Atlántico
12.2012 - 08.2013
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Answered up to 170 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Processed orders, credits and tracked returns.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Updated and maintained information in customer accounts.
- Adhered to efficiency metrics of service including Email Handle Time (EHT) and Chat Handle Time (CHT)
- Greeted customers courteously and professionally using agreed-upon procedures and most understandable language.
Bilingual Customer Service Representative
Sutherland Global Services
Barranquilla, Atlántico
03.2011 - 12.2011
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Reviewed and solved account and billing discrepancies.
- Dealt with problems with calm and professionalism to deliver optimal resolutions.
- Executed billing tasks and recorded information in company databases.
Bilingual Customer Service Representative
Bilateral
Barranquilla, Atlántico
01.2010 - 02.2011
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's database.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
Foreign Language Teacher - Foreign Language Teaching
01.2008 - 06.2009
High School Diploma -
01.2001 - 12.2005
Skills
Staff Management
Strategic planning
Customer Service
Training & Development
Detail-oriented
Certification
MET (Michigan English Test) B2 Level
Interests
Timeline
Team Manager - SmartOffice
02.2020 - Current
Bilingual Backoffice Agent - Smartoffice
01.2019 - 03.2020
ID Verification Expert - Jumio SAS
06.2018 - 12.2018
Bilingual Tech Support Agent - Sykes SAS
11.2016 - 04.2018
Bilingual Customer Service Agent - Avanza SAS
04.2014 - 04.2016
MET (Michigan English Test) B2 Level
12-2013
Bilingual Customer Service Agent - Atlantic International BPO
12.2012 - 08.2013
Bilingual Customer Service Representative - Sutherland Global Services
03.2011 - 12.2011
Bilingual Customer Service Representative - Bilateral
01.2010 - 02.2011
Universidad Del Atlántico - Foreign Language Teacher, Foreign Language Teaching
01.2008 - 06.2009
Colegio Nuestra Señora Del Carmen - High School Diploma,
01.2001 - 12.2005