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
03.2023 - 07.2023
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
05.2021 - 03.2023
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
08.2020 - 04.2021
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
01.2019 - 01.2020
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 EnglishBogotá
English teacher
01.2019 - 05.2019
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
01.2019 - 01.2023
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
12.2015 - 06.2016
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
08.2016 - 11.2016
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.
PollsterSURA
Pollster
12.2015 - 12.2015
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
01.2010 - 11.2010
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 SchoolColombia
High School Diploma
12.2012 - 12.2012
Universidad de La Salle
Diploma from Teaching Spanish, Language
Universidad De La SalleColombia
Bacherlor from Spanish, English And French
07.2014 - 05.2019
Asociación Educar Para El Desarrollo HumanoVirtual
Teacher Training Course in Neurosciences I II from Education
05.2018 - 05.2020
International Open AcademyVirtual
Certificate Teaching English To Foreign Learners (TEFL),
01.2020 - 07.2020
Skills
Complaint resolution
Administrative support
Staff education and training
Medical terminology knowledge
Professional telephone demeanor
Customer Relations
Satisfaction monitoring
Coaching and mentoring
Company policy adherence
Report preparation
Timeline
QA Team Lead
Grupo Noa International/ Call Center outsourcing services
03.2023 - 07.2023
English – Spanish Interpreter
Grupo Noa International/Call Center outsourcing services
05.2021 - 03.2023
Customer Service Officer
Concentrix
08.2020 - 04.2021
International Open Academy
Certificate Teaching English To Foreign Learners (TEFL),
01.2020 - 07.2020
English Teacher
Instituto de Aprendizaje Colombiano
01.2019 - 01.2020
English teacher
Wall Street English
01.2019 - 05.2019
Private Spanish teacher
01.2019 - 01.2023
Asociación Educar Para El Desarrollo Humano
Teacher Training Course in Neurosciences I II from Education
05.2018 - 05.2020
English teacher
AISMER INTERNATIONAL
08.2016 - 11.2016
English teacher
Centro Colombo Americano
12.2015 - 06.2016
Pollster
Pollster
12.2015 - 12.2015
Universidad De La Salle
Bacherlor from Spanish, English And French
07.2014 - 05.2019
Monserrate School
High School Diploma
12.2012 - 12.2012
Administrative Assistant
Citus Ltda
01.2010 - 11.2010
Universidad de La Salle
Diploma from Teaching Spanish, Language
05.2017