Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Personal Information
References
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Yuliana Katalina Rusinque

Yuliana Katalina Rusinque

Pitalito

Summary

I am a friendly, bilingual customer service representative with over 2 years of experience working in the industry. Detail-oriented professional with positive attitude and excellent verbal and written communication skills. I have extensive knowledge and experience in a variety of customer service software. An energetic team player wising to continue my career ensuring customer satisfaction; with a dedication to on-the-job achievement. Ability to identify weak areas of customer service. Excellent skills in building customer loyalty, value management, and customer relationship. Proven competence in product knowledge with enhanced interpersonal communication skills. Looking to join an organization that offers an opportunity for career growth.

Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in dynamic environment.

Knowledgeable customer escalations with background in project coordination and successfully managing multiple tasks simultaneously. Delivered crucial support in organizing events and streamlining processes to enhance operational efficiency. Demonstrated proficiency in communication and problem-solving to improve team collaboration and project outcomes.

Experienced with project coordination, ensuring tasks are completed on time and within scope. Utilizes strong planning and organizational skills to manage resources effectively. Track record of enhancing team collaboration and streamlining workflows to drive project success.

Highly organized professional with proven track record in coordinating complex tasks and ensuring seamless operations. Adept at managing schedules, resources, and stakeholders to achieve project goals effectively. Renowned for fostering teamwork and adapting to dynamic environments, making significant contributions to organizational success.

Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.

Overview

4
4
years of professional experience

Work History

Service Transfer Coordinator

Sunrun (Teeleperformance)
02.2025 - 06.2025
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • coordinated transferring accounts from one user to another ensuring a smooth transition between accounts.
  • signed paperwork related with transferring agreements ensuring the 2 parties had all the information related clear.

Staff Trainer Teleperformance

Teleperformance
05.2024 - 03.2025
  • Managed budgets allocated for staff training initiatives, ensuring optimal resource allocation and cost efficiency.
  • Developed a positive learning environment, fostering open communication and active participation from trainees.
  • Enhanced staff productivity through the development of tailored training materials and resources.
  • Implemented e-learning platforms for increased flexibility in delivering staff training across multiple locations.
  • Increased employee retention rates by providing ongoing support and coaching for new hires.
  • Designed specialized courses that addressed the unique challenges faced by different departments, leading to more targeted and effective training programs.
  • Delivered customized workshops addressing specific skill gaps, resulting in improved overall team performance.
  • Trained employees on updated policies, procedures, and software tools, ensuring seamless transitions during periods of change.
  • Improved employee performance by designing and implementing comprehensive training programs.
  • Served as a subject matter expert in various areas, providing valuable insights during staff meetings and decision-making processes.
  • Collaborated with department leaders to ensure alignment between training content and company goals.
  • Facilitated team-building exercises to strengthen collaboration and communication among staff members.
  • Achieved higher levels of job satisfaction among trainees with effective mentoring and guidance.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided coaching and mentoring to employees.
  • Trained and mentored 80 new personnel hired to fulfill various roles.

Customer Service Representative

Sunrun (Teleperformance)
04.2023 - 04.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed approximately 45 incoming calls per day from customers.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information, sending them through email or mail.

Service experience representative

Nordstrom.com (Teleperformance)
05.2022 - 03.2023
  • Company Overview: Service experience representative through Teleperformance.
  • Responded to 70 emails, calls or chat interactions a day in average: solving any issues, assisting clients with any questions, processing refunds request and offering personalized responses following the company policies.
  • Worked on team projects for new products and services available to clients.
  • Assisted customers with inquiries, issues and concerns by providing relevant information in English and Spanish.
  • Service experience representative through Teleperformance.
  • Provided knowledgeable assistance on products or services available, promoting their benefits effectively.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Served as a mentor for less experienced representatives; offered guidance on how best to handle challenging situations with tactfulness.
  • Developed tailored solutions for unique customer needs, resulting in increased sales opportunities.
  • Utilized extensive product knowledge to recommend suitable solutions and upsell additional services when appropriate.
  • Delivered exceptional levels of service, consistently exceeding performance targets.
  • Handled escalated calls professionally, defusing tense situations while providing optimal resolutions for the clients involved.
  • Contributed to the development of improved workflows by sharing best practices gained from hands-on experience.
  • Collaborated with colleagues to develop innovative solutions for complex customer issues.

Teacher

Intitución educativa Técnica Jesús del gran poder
07.2021 - 04.2022
  • Used the best instructional methods to provide engaging learning and assistance to English students.
  • Created a rapport with students' guardians and kept them updated on students' progress and causes of concern.
  • Supervised and tutored a group of slower learners to improve their oral and written tests, leading to a 20% rise in their test scores.
  • Used audio-visual aids as well as technology to deliver Literature and cultural lessons.

Volunteer English Teacher

centro comunitario vereda La esperanza
01.2021 - 06.2021
  • Developed innovative lesson plans to engage students in English language learning.
  • Prepared and implemented lesson plans covering required course topics.
  • Assessed student progress and provided feedback to improve performance and establish academic success.
  • Improved classroom management by implementing consistent routines and clear expectations for behavior.
  • 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.
  • Prepared comprehensive English curriculum for multiple classes.

Education

Bachiller Académico - profundización en Inglés

Colegio Nuestra Señora De La Candelaria
01.2015

Servicio Nacional de Aprendizaje -

SENA
Sena Cimitarra
01.2015

Bachelor's Degree - Licence in Foreign Languages English-French

Universidad Pedagógica Y Tecnológica De Colombia
Tunja
08-2026

Skills

  • Excellent written and communication skills
  • Management software
  • Analytical skills
  • Time management
  • Creative problem-solving
  • Active listening
  • Use of positive language
  • Multitasking and organization
  • Document management
  • Scheduling and calendar management
  • Process improvement
  • Meeting coordination

Languages

English
Advanced (C1)
French
Intermediate (B1)
Spanish
Bilingual or Proficient (C2)

Timeline

Service Transfer Coordinator

Sunrun (Teeleperformance)
02.2025 - 06.2025

Staff Trainer Teleperformance

Teleperformance
05.2024 - 03.2025

Customer Service Representative

Sunrun (Teleperformance)
04.2023 - 04.2024

Service experience representative

Nordstrom.com (Teleperformance)
05.2022 - 03.2023

Teacher

Intitución educativa Técnica Jesús del gran poder
07.2021 - 04.2022

Volunteer English Teacher

centro comunitario vereda La esperanza
01.2021 - 06.2021

Bachiller Académico - profundización en Inglés

Colegio Nuestra Señora De La Candelaria

Servicio Nacional de Aprendizaje -

SENA

Bachelor's Degree - Licence in Foreign Languages English-French

Universidad Pedagógica Y Tecnológica De Colombia

Personal Information

Nationality: Colombian

References

  • Juan Pablo Cruz, 320 652 2565, Pitalito, Huila.
  • Luz Aurora Rusinque, 317 648 4629, Pitalito, Huila.
  • Carolina Cruz Rusinque, 322 779 6180, Cimitarra, Santander.
  • María Fernanda Cruz, 314 472 2964, Barrancabermeja, Santander.
  • Patricia Ariza, 315 618 7487, Bucaramanga.
Yuliana Katalina Rusinque