Summary
Overview
Work History
Education
Skills
Accomplishments
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Paula Marianne Berrio Rivera

Paula Marianne Berrio Rivera

Call Center Agent
Cali

Summary

Dynamic and bilingual customer service professional with a proven track record in data analysis, exceptional interpersonal skills, and assertive communication. Demonstrated proficiency in office tools, with a strong dedication to delivering efficient and effective service. Consistently excels in enhancing the customer experience and improving operational metrics through effective problem-solving and emotional intelligence. Skilled in developing training programs that drive customer satisfaction and contribute to business growth.

Overview

4
4
years of professional experience
2025
2025
years of post-secondary education
2
2
Languages

Work History

Bilingual Call Center Agent

ALORICA
10.2022 - 01.2025
  • Delivered exceptional customer service across various accounts, ensuring compliance with quality standards.
  • Provided effective solutions to customers through clear and professional communication.
  • Provided guidance and assistance to agents on utilizing tools effectively.
  • Assisted Team Managers in developing targeted action plans for performance improvement.
  • Monitored agent performance trends, identifying areas for improvement to enhance customer experience and operational metrics.
  • Fostered a collaborative and results-driven work environment.

Call Center Agent

LA TECLA S.A.S.
01.2021 - 08.2022
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Contributed to business growth by offering surveillance services.
  • Evaluated performance metrics to enhance service quality.
  • Developed training programs to enhance sales and customer service skills.

Education

Psychology

National Open And Distance University (UNAD)

Skills

Proficient in data analysis

Accomplishments

  • Top Agent of the Quarter.
  • Increased team efficiency by 20% through the development and implementation of streamlined processes and training initiatives, leading to improved service delivery.
  • Successfully reduced average response time by 15%, improving team productivity and customer satisfaction.

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Paula Marianne Berrio Rivera Call Center Agent