Ivan Moncada Chaves

Dedicated and detail-oriented professional with over five years of experience in customer service and administrative support. Skilled in resolving diverse customer inquiries, managing back-office operations, and maintaining high standards of data accuracy. Over one year of experience in reporting and data analysis, including data entry, KPI tracking, and administrative support.

Proven ability to adapt quickly, stay organized, communicate clearly, and deliver accurate results in fast-paced environments.

Office Assistant at Armeria Enrique Rey (2025-08 – Present)

• Answering phone calls, directing messages and handling professional emails.
• Create Monthly presentation using Excel for Indumil report.
• Creating and sending digital or physical invoices using software Siigo DIAN.
• Maintaining digital and physical filing systems for easy document retrieval.

Customer Service & Cross-Sales Representative at TTEC | Verizon (2025-05 – 2025-08)

• Provided customer service support for Verizon mobile clients, handling inquiries related to plans, billing, devices, and account changes.
• Identified customer needs and successfully promoted mobile plans, add-ons, and service upgrades through consultative cross-selling.
• Explained plan features, pricing, and promotions clearly to support informed customer decisions.
• Updated and verified account information, ensuring data accuracy and compliance with company policies.
• Met performance metrics related to customer satisfaction, sales conversion, and call quality.
• Maintained professionalism, accuracy, and efficiency in a high-volume, fast-paced environment.

Back Office Agent at Teleperformance | Samsara (2024-08 – 2025-01)

• Provided back-office support for the Samsara campaign, handling administrative and data-related tasks.
• Reviewed, updated, and validated records using Salesforce, ensuring data accuracy and consistency.
• Processed documentation and requests through ShareCloud, following established workflows and service guidelines.
• Used Excel for tracking, validation, and quality control of operational data.
• Identified discrepancies and escalated issues when necessary to support timely resolution.
• Maintained confidentiality, data integrity, and quality standards in a fast-paced environment

Back Office Medical Claims Corrector at Everise | Omega NYU Langone Health (2024-01 – 2024-07)

• Reviewed and corrected professional Billing (PB) medical claims within s central billing office (CBC) environment.
• Validated and processed payments, identify discrepancies and supporting credit balance reviews under supervision
• Worked in Epic within a Citrix environment to update and verify billing and patience data
• Used Excel for tracking, reconciliation, and quality control of claims and payments.
• Maintained stric compliance with healthcare billing guidelines and data confidentiality standards.

Bilingual Customer Service and Sales at KM2 Solutions LLC (2021-09 – 2022-02)

• Handled customer calls, actively listening to inquiries and providing accurate solutions.
• Verified accounts following security protocols and identified underlying customer needs.
• Resolved issues related to billing, charges, payments, refunds, and account updates.
• Scheduled installation appointments and escalated complex cases to the appropriate departments.
• Promoted cross-selling opportunities and ensured full call resolution.
• Improved First Call Resolution (FCR) by 33%, increasing it from 60% to 90%.

Bilingual Customer Service Representative at Foundever De Colombia S.A | Former Sitel Group (2019-04 – 2019-12)

• Handled customer inquiries, issues, and account updates.
• Reviewed and corrected customer data, eliminating duplicates to ensure accuracy.
• Ensured customer satisfaction through effective communication and problem-solving.

Junior Reporting Analyst at Contact Point 360 SAS (2018-04 – 2018-09)

• Generated daily KPI reports using Excel and supported invoice and budget preparation.
• Sent daily and monthly sales and end-of-day reports
• Assisted the QA department by creating pivot tables and performance reports.
• Contributed to the implementation of Tableau, enabling clients to visualize data and improve decision-making.

Chemical Engineering in Chemical Engineering – Universidad de America (2011-02 – 2013-06)