Maria Camila Rosero Varela
Bachelor's In Foreign Languages
Cali,VAC
Summary
Dynamic Customer Service Supervisor with a proven track record at Foundever, excelling in operations management and team leadership. Optimized service delivery through performance analysis and policy implementation, fostering a culture of continuous improvement. Expert in training programs and account management, driving exceptional customer satisfaction and operational efficiency, with extensive back-office experience.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Care Supervisor
Foundever
06.2021 - Current
- Supervised daily operations of customer care team, ensuring timely and effective resolution of customer inquiries across multiple channels.
- Analyzed team performance metrics, identifying trends and areas for development to enhance service delivery standards.
- Facilitated weekly team meetings to discuss challenges, share best practices, and encourage open communication among team members.
- Assisted in the development of departmental policies and procedures to standardize workflows and enhance operational efficiency.
- I was responsible for a business line specializing in backoffice, being 100% responsible for the productivity and metrics of that business line.
Customer Care Agent
Foundever
11.2020 - 06.2021
- Provided exceptional customer service by addressing inquiries and resolving issues through various communication channels, ensuring a positive customer experience.
- Collaborated with team members to develop and implement best practices for handling escalated calls, resulting in improved resolution times and reduced repeat contacts.
- Assisted in the development of training materials aimed at enhancing product knowledge for customer care representatives, contributing to overall team performance.
Education
Bachelor's in Foreign Lanuages - Education
Universidad Santiago De Cali
Santiago De Cali, Colombia 05.2001 -
High School Diploma -
Colegio Técnico Maria Elvinia
Santiago De Cali, Colombia 05.2001 -
Skills
Operations management
Timeline
Customer Care Supervisor
Foundever
06.2021 - Current
Customer Care Agent
Foundever
11.2020 - 06.2021
Bachelor's in Foreign Lanuages - Education
Universidad Santiago De Cali
05.2001 -
High School Diploma -
Colegio Técnico Maria Elvinia
05.2001 -
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