Sophia Valencia Osorno

I am a proactive, friendly, and collaborative person. I like to anticipate needs and provide creative solutions to challenges. I enjoy working in a team, always seeking to strengthen the environment of collaboration and communication. My positive approach and willingness to help allow me to effectively contribute to achieving common goals.

CUSTOMER SERVICE REPRESENTATIVE at IQOR (2025-01 – Present) Explain bonus structures and new policies, resolve urgent app, payment, or trip issues in real time, verify eligibility and payout timelines, gather on-the-road feedback for the ops team, and keep drivers motivated and informed so they stay active and earn more during the promotion. WORKFORCE MANAGEMENT ANALYST (RTA) at IQOR (2025-01 – 2026-12) Monitor and manage live contacts to keep service levels on target. Watch queues, agent status, and call volumes in real time, act fast: adjusting breaks, moving agents between channels, sending alerts for high wait times, and coordinating with supervisors when volume spikes.

Balance staffing with demand as it happens. Track adherence to schedules, flag absenteeism or shrinkage, and provide live insights to leadership during campaigns or unexpected events. WORKFORCE MANAGEMENT ANALYST (RTA) at IQOR monitoring and manage live contacts to keep service levels on target.

Watch queues, agent status, and call volumes in real time, act fast: adjusting breaks, moving agents between channels, sending alerts for high wait times, and coordinating with supervisors when volume spikes. Balance staffing with demand as it happens. Track adherence to schedules, flag absenteeism or shrinkage, and provide live insights to leadership during campaigns or unexpected events.

Bachelor in Music – I.E Presbítero Bernardo Montoya Giraldo (2022-01 – 2025-12)