Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Viviana Juanillo

Summary

Bilingual MBA student with over 5 years of experience in customer service, bringing a strong focus on customer satisfaction and sales. Detail-oriented professional with a genuine interest in helping people and supporting business growth through excellent service. Looking to apply my academic knowledge and professional experience in a role where I can grow and make a positive impact.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

IntouchCX (Client: Spark Driver – Walmart U.S.)
04.2024 - 04.2025
  • Managed an average of 36–46 interactions daily across phone, chat, and email, ensuring accurate, timely, and successful resolutions to drivers and applicants.
  • Resolved a wide range of inquiries related to order issues, app navigation, account updates, payments, and operational guidelines, always aiming to provide clear and helpful solutions with care.
  • Achieved a monthly CSAT score of 92% or more, consistently creating positive experiences reflecting strong service quality and driver satisfaction.


Customer Service Representative

Teleperformance (Client: Vivint Smart Home, U.S.)
08.2023 - 04.2024
  • Engaged with an average of 20 customers per day experiencing service or equipment issues, providing clear troubleshooting guidance and offering personalized solutions to retain their accounts.
  • Surpassed monthly sales targets by generating an average of $18,000 USD in equipment and service upgrades.
  • Maintained a 90% CSAT score by providing clear, empathetic, and solution-focused customer care with a strong focus on service quality.

Customer Experience Associate

Falabella S.A.
07.2018 - 06.2022
  • Assisted customers in selecting products and provided personalized recommendations, creating a positive shopping experience and encouraging repeat visits.
  • Collected an average of 10 daily customer feedback responses on their shopping experience, using pre-established questions, and shared insights with the manager for improvement.
  • Presented Falabella's services, such as delivery, financing, and insurance options, while applying in-depth product knowledge to offer helpful advice, meet customer needs, and ensure high customer satisfaction.

Education

MBA - Global Business Management

International Business University (IBU)
Toronto, Canada
04-2027

BBA - Foreign Trade

University of Valle
Cali, Colombia
07-2023

Advanced Diploma - Administrative And Secretarial Science

National Training Service (SENA)
Cali, Colombia
12-2017

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Problem resolution
  • Attention to detail
  • Sales support
  • Multitasking
  • Teamwork and collaboration
  • Proficient in the entire Microsoft Office Suite

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Customer Service Representative

IntouchCX (Client: Spark Driver – Walmart U.S.)
04.2024 - 04.2025

Customer Service Representative

Teleperformance (Client: Vivint Smart Home, U.S.)
08.2023 - 04.2024

Customer Experience Associate

Falabella S.A.
07.2018 - 06.2022

MBA - Global Business Management

International Business University (IBU)

BBA - Foreign Trade

University of Valle

Advanced Diploma - Administrative And Secretarial Science

National Training Service (SENA)

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Viviana Juanillo