Patricia Guevara Diaz

Administration professional with more than 6 years of experience in customer service, incident management, operations, and quality.

Experience in phone support, case follow-up, query resolution, and client management. Service-oriented, with strong problem-solving skills and goal achievement focus. Available for international remote work.

Quality Monitor and Trainer - Verkoop / Claro

(2025-01 - 2026-12)

• Call evaluation and customer service monitoring.
• Quality and performance follow-up.
• Coaching and training of advisors.

Ecommerce Supervisor - Necomplus

(2024-01 - 2025-12)

• Incident management and customer support.
• Case tracking and response time monitoring.
• Operations and team supervision.

Incident Supervisor - Necomplus

(2021-01 - 2024-12)

• Management of incidents and requests.
• Supervision of a team of 18 people.
• Quality and productivity follow-up.
• FCR improvement: 54% → 92%.

Commercial Executive - Izipay

(2019-01 - 2021-12)

• Service and management of more than 150 clients.
• Sales, after-sales, and query resolution.
• Client loyalty building and follow-up.

Bachelor's Degree - Business Administration - Colegio Universitario de Caracas