Hi, I’m
SILVIA BAYONA PARRA
Customer Service Operator
Perth - WA
Summary
Hardworking and passionate job seeker with strong customer service skills eager to secure entry-level customer service officer position. Ready to help team achieve company goals.
Overview
14
years of professional experience
7
years of post-secondary education
4
Languages
Work History
Grupo Noa International/ Call Center outsourcing services
QA Team Lead
2023.03 - 2023.07 (4 months)
Job overview
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Maximized quality control of spoken interpretation.
- Monitored progress of interpretation and reported issues to appropriate personnel.
- Created detailed reports on accuracy of spoken interpretation.
Grupo Noa International/Call Center outsourcing services
English – Spanish Interpreter
2021.05 - 2023.03 (1 year & 10 months)
Job overview
- Maintained message content, tone, and emotion as closely as possible.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Provided language translation and customer service skills to clients in [Type] business sectors.
- Communicated with clients to understand interpreting needs and provide best service possible.
- Used knowledge of accepted ethical guidelines to interpret confidential and sensitive information.
- Prepared for interpreting tasks by researching and gathering information about tasks beforehand.
Concentrix
Customer Service Officer
2020.08 - 2021.04 (8 months)
Job overview
- Provided primary customer support to external customers.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
Instituto de Aprendizaje Colombiano
English Teacher
2019.01 - 2020.01 (1 year)
Job overview
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Led interesting and diverse group activities to engage students in course material.
- Prepared and implemented lesson plans covering required course topics.
- Kept classroom organized, clean and safe for students and visitors.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Designed and implemented assessments to measure student progress in English language learning.
- Attended department meetings to develop and update course curricula.
- Developed innovative lesson plans to engage students in English language learning.
- Designed and facilitated group projects to foster teamwork and problem-solving skills.
- Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
- Incorporated current events into lesson plans to promote student engagement.
- Developed and implemented course materials, lecture notes and assignments.
- Advised students and provided guidance on academic progress.
- Evaluated and graded students' essays, projects and exams.
- Tutored students struggling with course material.
- Employed visual and auditory approaches to make lessons more interesting and interactive for students.
- Provided grades and progress reports to evaluate student learning needs.
- Created and administered interactive activities for students.
- Participated in department and employee team meetings to discuss student performance and academic achievement.
Wall Street English, Bogotá
English teacher
2019.01 - 2019.05 (4 months)
Job overview
- Prepared and implemented lesson plans covering required course topics.
- Led interesting and diverse group activities to engage students in course material.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Designed and implemented assessments to measure student progress in English language learning.
- Developed innovative lesson plans to engage students in English language learning.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Evaluated and graded students' essays, projects and exams.
Private Spanish teacher
2019.01 - 2023.01 (4 years)
Job overview
- Conducted foreign language exams to determine fluency and comprehension.
- Developed and wrote curricula in Spanish.
- Explored and implemented innovative use of technology in language education.
- Created supportive learning environment for foreign students to nurture budding language development.
- Completed performance reviews and remained up-to-date on required certifications and continuing education credits.
- Spoke to students in non-native language to challenge students and introduce students to non-native speaking environments.
- Explained concepts and assignments in both native and non-native languages.
- Conducted classes for adult immigrants desiring to learn foreign language.
- Used written exercises to test and develop reading and writing foreign languages.
- Monitored student progress and provided feedback and support.
- Developed methods to motivate and engage students in learning.
- Used variety of teaching methods to successfully help wide range of students.
- Assisted students in developing study skills and strategies.
- Created personalized lesson plans to meet needs of diverse learners.
- Supported students in development of critical thinking skills and perseverance to persist with challenging tasks.
- Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
- Mentored and coached students with focus on developing independence and self-confidence.
- Motivated students with accurate feedback and positive reinforcement.
Centro Colombo Americano
English teacher
2015.12 - 2016.06 (6 months)
Job overview
- Prepared and implemented lesson plans covering required course topics.
- Led interesting and diverse group activities to engage students in course material.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Developed innovative lesson plans to engage students in English language learning.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Attended department meetings to develop and update course curricula.
- Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
- Kept classroom organized, clean and safe for students and visitors.
- Coordinated activities to encourage interest in reading.
- Evaluated and graded students' essays, projects and exams.
- Participated in professional development activities to stay current with literature trends.
- Participated in department and employee team meetings to discuss student performance and academic achievement.
- Created and administered interactive activities for students.
- Employed visual and auditory approaches to make lessons more interesting and interactive for students.
- Provided grades and progress reports to evaluate student learning needs.
- Advised students and provided guidance on academic progress.
- Incorporated current events into lesson plans to promote student engagement.
- Developed and implemented course materials, lecture notes and assignments.
AISMER INTERNATIONAL
English teacher
2016.08 - 2016.11 (3 months)
Job overview
- Prepared and implemented lesson plans covering required course topics.
- Led interesting and diverse group activities to engage students in course material.
- Prepared comprehensive English curriculum for multiple classes.
- Designed and implemented assessments to measure student progress in English language learning.
- Designed and facilitated group projects to foster teamwork and problem-solving skills.
- Developed innovative lesson plans to engage students in English language learning.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Kept classroom organized, clean and safe for students and visitors.
- Coordinated activities to encourage interest in reading.
- Evaluated and graded students' essays, projects and exams.
- Provided grades and progress reports to evaluate student learning needs.
Pollster, SURA
Pollster
2015.12 - 2015.12
Job overview
- Met with supervisor to determine project scope, outline deliverables or timelines and create action plan.
- Recorded accurate respondents' answers during interviews for future reference.
- Entered responses from survey participants into internal database using [Software] to later compile reports or conduct analysis.
Citus Ltda
Administrative Assistant
2010.01 - 2010.11 (10 months)
Job overview
- Scheduled office meetings and client appointments for staff teams.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Education
Monserrate School , Colombia
High School Diploma
2012.12 - 2012.12
Universidad de La Salle
Diploma from Teaching Spanish, Language
Universidad De La Salle , Colombia
Bacherlor from Spanish, English And French
2014.07 - 2019.05 (4 years & 10 months)
Asociación Educar Para El Desarrollo Humano , Virtual
Teacher Training Course in Neurosciences I II from Education
2018.05 - 2020.05 (2 years)
International Open Academy , Virtual
Certificate Teaching English To Foreign Learners (TEFL),
2020.01 - 2020.07 (6 months)
Skills
Complaint resolution
undefinedTimeline
QA Team Lead
Grupo Noa International/ Call Center outsourcing services
2023.03 - 2023.07 (4 months)
English – Spanish Interpreter
Grupo Noa International/Call Center outsourcing services
2021.05 - 2023.03 (1 year & 10 months)
Customer Service Officer
Concentrix
2020.08 - 2021.04 (8 months)
International Open Academy
Certificate Teaching English To Foreign Learners (TEFL),
2020.01 - 2020.07 (6 months)
English Teacher
Instituto de Aprendizaje Colombiano
2019.01 - 2020.01 (1 year)
English teacher
Wall Street English
2019.01 - 2019.05 (4 months)
Private Spanish teacher
2019.01 - 2023.01 (4 years)
Asociación Educar Para El Desarrollo Humano
Teacher Training Course in Neurosciences I II from Education
2018.05 - 2020.05 (2 years)
English teacher
AISMER INTERNATIONAL
2016.08 - 2016.11 (3 months)
English teacher
Centro Colombo Americano
2015.12 - 2016.06 (6 months)
Pollster
Pollster
2015.12 - 2015.12
Universidad De La Salle
Bacherlor from Spanish, English And French
2014.07 - 2019.05 (4 years & 10 months)
Monserrate School
High School Diploma
2012.12 - 2012.12
Administrative Assistant
Citus Ltda
2010.01 - 2010.11 (10 months)
Universidad de La Salle
Diploma from Teaching Spanish, Language
2017.05
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