Summary
Overview
Work History
Education
Skills
Additional Information
Interests
Timeline
Generic

Sophia Amaya Prieto

Chemical Engineering
Bogota

Summary

Forward-thinking team leader skilled at operating efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Organized simultaneous office functions and direct administrative personnel to meet needs of upright professionals. Performance-oriented and driven with in-depth understanding of budgets, payroll and office organization needs. Skillfully coordinate resources and administrative support to keep operations smooth and boost team productivity.

Team leader with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Overview

1
1
year of professional experience
21
21
years of post-secondary education
2
2
Languages

Work History

Customer Service Representative

TTEC
Bogotá
11.2022 - Current
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Promoted available products and services to customers during service, account management, and order calls.

Team Leader

Solvo S.A.S
Bogotá
09.2022 - 11.2022
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Intake Specialist

Solvo S.A.S
Bogotá
01.2022 - 09.2022
  • Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
  • Completed intake assessment forms and filed clients' charts.
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
  • Assessed clients' needs and determined eligibility for intake services.
  • Maintained accurate, up-to-date client records for reliable reference and communications.

Customer Service Representative

Transcom
Bogotá
11.2021 - 01.2022
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

High School Diploma -

Colegio San Bartolomé La Merced
Carrera 5 # 33b-80
01.2002 - 06.2016

Bachelor of Chemical Engineering - Chemical Engineering

Universidad Jorge Tadeo Lozano
Carrera 4 # 22-61
08.2016 - Current

Skills

    Problem Solving

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Additional Information

I am a professional inline and Ice hockey player, i often represent the national team in international tournaments, this sport has help me develop discipline, coordination and team work

Interests

Guitar

Piano

Sing

Reading

PNL

Timeline

Customer Service Representative

TTEC
11.2022 - Current

Team Leader

Solvo S.A.S
09.2022 - 11.2022

Intake Specialist

Solvo S.A.S
01.2022 - 09.2022

Customer Service Representative

Transcom
11.2021 - 01.2022

Bachelor of Chemical Engineering - Chemical Engineering

Universidad Jorge Tadeo Lozano
08.2016 - Current

High School Diploma -

Colegio San Bartolomé La Merced
01.2002 - 06.2016

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Sophia Amaya PrietoChemical Engineering