Summary
Overview
Work History
Education
Skills
Timeline
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Maria Camila Rosero Varela

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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Maria Camila Rosero VarelaBachelor's In Foreign Languages