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
Report generation
Contact management
Problem-solving
Metric audits for continuous improvement
Effective feedback delivery
Emotional intelligence
Strong social awareness
Excellent time management
Prioritization to meet objectives
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.