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.
