Manuela Zapata

Bilingual (English B2+) Customer Support Specialist with experience in high-volume call center environments (AT&T campaign). Skilled in handling 50+ daily interactions, resolving complex inquiries (PQRS), and driving cross-sell opportunities while meeting KPIs for quality, productivity, and revenue. Proficient with CRM systems and delivering support in English and Spanish. Results-driven, detail-oriented, and comfortable working remotely across time zones.

Bilingual Customer Service Representative at Teleperformance (2026-02 – Present)

AT&T Campaign

• Handle 50–80 daily interactions (voice) in English and Spanish.
• Achieved CSAT: 90–95% and QA score: 90%+ (top quartile in team).
• Maintained AHT within target (±5%) while ensuring high first-call resolution.
• Generated cross-sell conversion rate: 10–18% on eligible calls.
• Reduced repeat contacts by 15–25% through accurate troubleshooting and clear guidance.
• Documented 100% of cases in CRM with complete notes and next steps.
• Consistently met or exceeded monthly KPIs (quality, productivity, sales).
• Escalated complex cases with <2% reopens due to thorough triage.

Store Supervisor at Athlon (2025-11 – 2026-01)

• Managed daily operations with cash variance <1%.
• Increased social media engagement by 30% over 2 months.
• Reduced stockouts by 20% through improved inventory control.
• Maintained customer satisfaction >90% via timely issue resolution.

Sales Associate at La Miguería (2022-11 – 2023-01)

• Exceeded sales targets by 10–20% monthly through consultative selling.
• Improved average ticket size by 15% with product bundling.
• Maintained inventory accuracy >98% and reduced stock discrepancies.
• Delivered post-sale follow-up contributing to repeat purchase rate +12%.

High School Diploma – Colegio Monterrosales (2025)

English B2+ Certification in English – Universidad Católica de Oriente (2019 – 2024)