Paula Venecia
Customer Service Specialist
Fusagasugá
Summary
Dynamic and bilingual Customer Service Specialist with 2 years of experience providing exceptional support through incoming calls and chat, expertly resolving customer issues. A native Spanish speaker fluent in English, committed to delivering top-tier customer satisfaction while efficiently managing high call volumes. Known for being articulate, energetic, and results-driven, with a passion for building strong customer relationships, fostering partnerships, and contributing to business growth.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Care Specialist
Foundever
02.2022 - Current
- Demonstrated excellent customer service by effectively managing high-volume inquiries, providing tailored solutions, and maintaining professionalism in fast-paced, high-stress environments, consistently resolving concerns at the first point of contact.
- Consistently met or exceeded key performance metrics, including response times, resolution rates, and customer satisfaction scores, contributing to overall business objectives by delivering efficient, high-quality service through both chat and phone support.
- Skilled in de-escalating challenging situations, fostering positive customer experiences, and offering bilingual support in both English and Spanish.
- Demonstrated adaptability by managing simultaneous tasks while maintaining focus on each unique client interaction during peak times or high call volumes.
- Provided best in class customer experience utilizing strong written and verbal communication skills focused on resolving the customer's concern at 1st point of contact.
- Maintained high attention to detail in documenting customer interactions and resolving inquiries, ensuring accuracy and compliance with company guidelines in both chat and phone support.
Mamá Empresaria Novaventa
NOVAVENTA
7 2018 - 02.2022
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming environment.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Auxiliar De Oficios Varios
Desarrollo Y Proyección Empresarial - D&P
02.2016 - 02.2017
- Used time management and efficient cleaning methods to meet deadlines.
- Handled equipment, chemicals, and materials properly and with caution.
- Received consistent positive feedback from supervisors for attention to detail and adherence to company standards.
- Contributed to a safe working environment by adhering to safety protocols during all tasks, reducing workplace accidents.
- Maintained a punctual attendance record while also being flexible with scheduling as needed for after-hours or weekend assignments.
- Enhanced cleanliness standards by consistently maintaining a well-organized and sanitized work environment.
Education
Bachiller Académico -
Skills
Call center experience
Bilingual Proficiency
Problem-Solving
Customer Support
Call Center Operations
Strong interpersonal skills
Problem-solving skills
Understanding Customer Needs
Teamwork skills
Calm and Professional Under Pressure
Timeline
Bilingual Customer Care Specialist - Foundever
02.2022 - Current
Auxiliar De Oficios Varios - Desarrollo Y Proyección Empresarial - D&P
02.2016 - 02.2017
Mamá Empresaria Novaventa - NOVAVENTA
7 2018 - 02.2022
Gimnasio Unión Nacional - Bachiller Académico,