Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Maria Passo

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

Universidad Del Atlántico, Barranquilla
01.2008 - 06.2009

High School Diploma -

Colegio Nuestra Señora Del Carmen, Barranquilla
01.2001 - 12.2005

Skills

    Staff Management

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Certification

MET (Michigan English Test) B2 Level

Interests

Reading, Writing, Learning new languages

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

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Maria PassoTeam Manager