Maria Alejandra Santos Otalora
Etobicoke,Canada
Summary
Bilingual customer service associate (English and Spanish). Customer service specialist with over 5 years of experience, who is result-oriented, with a strong administration management. Expertise in understanding customer needs and providing solutions. A responsive and competent individual with extensive knowledge of standard and follow-up procedures in accordance with the company's protocols and standards, and great interpersonal skills that enable me to work effectively and efficiently in a collaborative environment. Able to work in a team building efficient performer fast-paced environment, leadership, negotiation and organizational Development
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
J&S INTEGRAL SERVICES
01.2021 - Current
- Receive inbound and process outbound calls and emails from and to customers in order to assist them with quotes, complaints, information and requests of all the jobs.
- Provide customer solutions, and also, provide post-service calls to clients and if it's necessary manage customer complaints with efficiency offering a prompt resolution
- Provide guidance, assistance and training to workers in order to use the time management app (connecteam), guide them through the application and resolve technical problems hand by hand with technical support
- Engage employees in building a culture based on respect, teamwork and accomplishment, management the time/attendance, uniform, safety and quality in every job, based on the workplace ensuring each request is resolved
- Supervising and monitoring equipment and supplies, on a regular basis and replenishing them when needed
Administrative Assistant
THREE DOGS RAW FOOD
01.2020 - 01.2021
- Receive inbound calls and emails from customers, regarding quality, purchase, website, and deliveries. Provide a solution to customer inquiries and request.
- Develop marketing and sales strategies to exhibit the products and enter the market managing social media (Facebook, Instagram, TikTok).
Customer Service Representative
BOOKING.COM
01.2018 - 01.2020
- Manage inbound and outbound calls, emails, and chats to and from clients, determining their needs and problems with the service offered
- Finding the best solution for each case handling that in a personalized way to provide excellent customer service and an added value to the service, with an understanding demeanor increasing customer brand loyalty
- Work in the development of projects with the team, providing feedback and improving areas of the tools and software updates; also, establish strategies with coworkers to reduce the customer wait providing a successful customer service experience achieving 95% average customer satisfaction rating, maintaining, supporting and reporting company KPI'S
- Orient accommodations through the company tools, such as websites or the internal platform for accommodations, orient them regarding policies, amenities, taxes, prices, violations etc…Provide technical support and guidance to clients through the application or website, using the calls or chats, provide them all the necessary information and solutions.
Education
Accounting Assistant
SENA
Ibague, Colombia11-2015
International Business
Universidad De Ibague
Ibague, ColombiaHuman Resources And Labour Relations
SENA
Ibague, ColombiaEnglish as a Second Language
Humber College
Toronto, ONPayroll
Skills For Change
Toronto, ONDigital Marketing
Smartbeemo
Skills
- Training and Mentoring
- Account Management
- Call Center Operations
- Information Security
- Complaint Resolution
- Workflow Management
- Quality Assurance
- Research and Due Diligence
- Relationship Building
- Customer Relations
Languages
Spanish
Native/ Bilingual
English
Professional
Certification
- Human resources, 2015, Sena, Colombia
- Accounting and payroll, 2019, Skills for change, Canada
- English for academic purposes, 2023, Humber college, Toronto Canada
- Digital Marketing, 2023, Smart Beemo
Timeline
Customer Service Manager
J&S INTEGRAL SERVICES
01.2021 - Current
Administrative Assistant
THREE DOGS RAW FOOD
01.2020 - 01.2021
Customer Service Representative
BOOKING.COM
01.2018 - 01.2020
Accounting Assistant
SENA
International Business
Universidad De Ibague
Human Resources And Labour Relations
SENA
English as a Second Language
Humber College
Payroll
Skills For Change
Digital Marketing
Smartbeemo
- Human resources, 2015, Sena, Colombia
- Accounting and payroll, 2019, Skills for change, Canada
- English for academic purposes, 2023, Humber college, Toronto Canada
- Digital Marketing, 2023, Smart Beemo
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