Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic

Melanie Gallego Betancur

Pereira

Summary

Dynamic leader and problem-solver with extensive experience at 247.ai, adept in customer service and data analysis. Excelled in enhancing customer loyalty and streamlining processes, showcasing exceptional communication skills and a keen eye for detail.

Professional with strong background in customer interactions and service solutions. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

247.ai
12.2016 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Customers who were in need of a supervisor were transferred to me for special support and help.
  • Product support with excellent communication skills to agents in need of it.
  • Back up team leader in case they were out of the office or in vacations, helping with coaching and setting the monthly goals of agents so they could have a better view of company metrics and expectations.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.

Contact Center Agent

Movich Hotel
06.2016 - 12.2016
  • As a Contact Center Agent for Movich Hotels, I was responsible for providing exceptional customer service and processing reservations for all Movich Hotels locations across Colombia. My role involved handling a high volume of inbound and outbound calls, responding to customer inquiries, and resolving issues in a timely and professional manner.
  • Maintained high call quality standards by adhering to company policies and procedures for each interaction.
  • Responded to customer inquiries and provided information about hotel services, amenities, and policies.
  • Processed reservations, cancellations, and modifications in accordance with hotel policies.
  • Utilized property management systems to manage room inventory, rates, and availability.
  • Resolved customer complaints and concerns in a fair and timely manner.


Back Office Supervisor

Atento
07.2014 - 03.2016
  • As a member of the Back Office team, I provided critical support activities that ensured the accuracy, consistency, and efficiency of sales processes. My primary focus was reviewing, validating, and monitoring sales transactions executed by agents, guaranteeing compliance with company standards and policies.
  • Provided ongoing support and guidance to team members, fostering a positive work environment conducive to growth and excellence.
  • Developed comprehensive training programs to enhance staff skills and knowledge in back office operations.
  • Promoted a culture of continuous improvement by encouraging open feedback from team members.
  • Maintained a high level of data accuracy by regularly reviewing reports generated by the team.


Education

Bachelor in Children´s Pedagogy -

Fundación Universitaria Del Área Andina
Pereira, Colombia
06-2024

High School Diploma -

Institución Educativa Rafael Uribe Uribe
Pereira, Colombia
12-2012

Skills

  • Customer service
  • Problem-solving skills
  • Organizational leadership
  • Active listening
  • Remote work capabilities
  • Attention to Detail
  • Excellent communication and interpersonal skills
  • Ability to work under pressure and meet deadlines
  • Proficient in property management systems and software applications
  • Enhanced communication and collaboration skills
  • Data Analysis and Reporting
  • Demonstrated ability to identify areas for improvement and implement process enhancements

Languages

Spanish
Native or Bilingual
English
Full Professional

Additional Information

Employment References


  • Fabiana Oyola: 316.474.0571
  • Marilyn Gallego: 323.527.2868

Timeline

Customer Service Representative

247.ai
12.2016 - Current

Contact Center Agent

Movich Hotel
06.2016 - 12.2016

Back Office Supervisor

Atento
07.2014 - 03.2016

Bachelor in Children´s Pedagogy -

Fundación Universitaria Del Área Andina

High School Diploma -

Institución Educativa Rafael Uribe Uribe

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Melanie Gallego Betancur