Mayra Catalina Mora Martinez
Customer Service Agent
Bogotá
Summary
As a sociologist I have developed the sense for social working, the enthusiasm to learn from others, trust in other's capabilities, delegate and work in fast paced environments. Working with communities allowed me to learn how to work in a team, how to take advantage of team members abilities and achieve goals in common.
I am a dynamic trilingual professional with a proven track record at Foundever, excelling in customer service and technical support. I have successfully guided teams to enhance performance and adjust the strategies based on the results. Skilled in project management and detail-oriented, I deliver exceptional results while building trust-based relationships.
Overview
7
7
years of professional experience
24
24
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Trilingual Care Agent
Foundever
09.2024 - Current
- Guide customers of policies and procedures for loan applications
- De-escalate and resolve customer complaints with punctual, polite and professional service.
- Deliver exceptional customer service by proactively addressing concerns creating a positive experience throughout all interactions.
Trilingual Collections Agent
Telus International
11.2023 - 09.2024
- Counsel debtors on payment options and arranged installment agreements.
- Manage past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Process payments and applied to customer balances.
QA Analyst
Foundever
11.2022 - 05.2023
- Analyze common and frequent behaviors that can impact the CSAT and create strategies to achieve the target.
- Mentoring another QA analyst on the account management based on the client standards.
- Facilitate effective communication between the client, agents and final customers, fostering collaboration in resolving inquiries.
QA Back-up and Mentor
Foundever
06.2022 - 11.2022
- Enhancing agent's performance by providing personalized guidance and support.
- Regularly assess progress to support continued development.
- Developed trust-based relationships through active listening and empathetic communication.
Trilingual Agent Technical Support Agent
Foundever
08.2018 - 11.2022
- Assist customers in following troubleshooting steps, ensuring timely resolution of issues and optimal outcomes.
- Offer technical assistance through chats, emails, and phone for smartphones and virtual reality devices
Education
Sociology, 6th Semester
Santo Tomas University
Bogota 05.2001 - Current
Skills
Project management
Time management
Microsoft office
Detail-oriented
Customer service and care
Certification
Dashboard And Data Analysis
Timeline
Dashboard And Data Analysis
10-2024
Trilingual Care Agent
Foundever
09.2024 - Current
Trilingual Collections Agent
Telus International
11.2023 - 09.2024
QA Analyst
Foundever
11.2022 - 05.2023
QA Back-up and Mentor
Foundever
06.2022 - 11.2022
Trilingual Agent Technical Support Agent
Foundever
08.2018 - 11.2022
Sociology, 6th Semester
Santo Tomas University
05.2001 - Current
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