Alejandra Ramírez Cortés

Bilingual Customer Support & Operations Specialist with nearly 10 years of experience supporting U.S.-based customers in remote environments. Recognized for maintaining a 98% QA score through exceptional attention to detail, process compliance, and accurate record management. Comfortable collaborating across departments while handling sensitive information with professionalism and accuracy.

Bilingual Customer Support & Operations Specialist at Concentrix S.A. (Formerly WebHelp) (2021-10 – 2026-07)

• Managed high-volume financial dispute cases for a U.S.-based digital payment platform.
• Reviewed customer information and payment records to ensure accuracy before processing refunds and payment reissues.
• Entered, maintained, and updated case information in Salesforce CRM following documentation standards.
• Maintained a 98% Quality Assurance score through consistent attention to detail and compliance with internal procedures.
• Collaborated with internal departments to resolve documentation issues and ensure complete customer records.
• Exceeded productivity expectations while working in a fully remote environment handling sensitive financial information.

Bilingual Customer Support Agent at Teleperformance (2016-10 – 2021-09)

• Delivered email-based customer support for a U.S. travel booking platform.
• Investigated booking, account, and payment information to resolve customer inquiries accurately.
• Maintained detailed documentation following company procedures.
• Successfully transitioned to remote work while consistently meeting service quality metrics.

High School Diploma – José Manuel Restrepo I.E.D.