LAURA
DANIELA
VASQUEZ
BERNAL
--
EXPERIENCE
SITEL/COMCAST - BILINGUAL CUSTOMER SERVICE
AGENT
January 2014 – April 2014
My job as a customer service/technical support representative at
Comcast included assisting customers with their technical issues
(internet issues, modem issues, cable issues) and setting appointments to
have a technician work on their internet and phone services. I also had
to sell internet and phone packages.
SITEL/SEARS - BILINGUAL CUSTOMER SERVICE AGENT
June 2014 – January 2015
As a customer service agent for Sears, I was in charge of setting
appointments via phone to have a Sears technician fix our customers’
home appliances. I also had to speak with other Sears departments to
resolve customer issues and I was encouraged to sell insurance packages
as well.
SUTHERLAND/SPOTIFY - BILINGUAL EMAIL AND LIVE
CHAT REPRESENTAIVE
January 2015 – October 2016
OBJECTIVE
TO GROW WITHIN A COMPANY
AND CONTINUE TO ACQUIRE
USEFUL KNOWLEDGE AND
SKILLS TO PREPARE ME FOR THE
FUTURE
SKILLS
100% BILINGUAL
INTERPERSONAL SKILLS
QUICK LEARNER
EFFICIENT
RESPONSIBLE
TEAMWORK
As an email and live chat support representative for Spotify, my job
duties included assisting customers with technical issues as well as
account and billing issues via email. The Spotify app is constantly changing
so I had to adapt to these changes to ensure that I provided excellent
and accurate customer service. After a few months I was promoted to
the first wave of G2 level customer support, which included advanced
and complex support tickets. Eventually I was also promoted to the first
wave of Agent Live Chat. My job duties included assisting other
customer support representatives from the Colombia, England,
Philippines, and Bulgaria branches with resolving complex customer
support issues.
WEBRIS - EMAIL OUTREACH COORDINATOR
September – December 2016
My job duties included email SEO, blogging with backlinks for our clients,
digital marketing coordination, and email outreach.
EXPERIENCED
CLIENT CHAT LIVE - BILINGUAL LIVE CHAT OPERATOR
September 2016 - September 2017
My job duties included orienting potential law firm clients to our law
firms by using a predetermined chat script.
ADAM KROCK/NICK KROCK - VIRTUAL ASSISTANT
October 2016 – May 2017
My job duties included assisting my clients with their Shopify businesses. I
was in charge of all of their emails and fulfilling orders on Shopify as well
as communicating issues or important emails with them daily.
SLACKPASS - CUSTOMER CHAT AND EMAIL SUPPORT
July 2017 – September 2017
My job duties included assisting and orienting potential customers with
using the SlackPass app for Slack. I had to troubleshoot errors and
escalate them to the founders. My tasks also included email outreach and
dedicated customer service.
DECKSPIRE – LIVE CONCIERGE
August 2017 – April 2018
My job duties included generating real estate firm leads for our real
estate clients. I was also tasked with administrative duties such as
extensive data entry and training new employees.
MOON MAGIC – VIRTUAL ASSISTANT/SOCIAL MEDIA
MANAGER
October 2017 – October 2018
My job duties included resolving support tickets for Moon Magic ( a
jewelry company) and various other Shopify e-commerce stores through
Zendesk. I was also tasked with several administrative duties such as data
entry, email outreach, and back-office support. I was eventually
promoted to Social Media Manager where I was tasked with managing all
aspects of the stores’ social media marketing campaigns through
Instagram and Facebook.
CUSTOMMADE – JEWELRY CONSULTANT
October 2018 – March 2019
My job duties as a jewelry consultant include assisting potential
customers with designing their very own high-end fine jewelry. I take
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them through the process of idea, to design, and then to accept the
project proposal throughout the entire consultation.
BIG INTERVIEW – ACCOUNT MANAGER
March 2019 – Ongoing
As an Account Manager for Big Interview I am responsible for answering
customer inquiries using GrooveHQ. I am also in charge of sending out
subscription agreements, invoices, and contracts to universities and
educational institutions.
EDUCATION-
NETTLETON SCHOOL DISTRICT – JONESBORO, USA
2012
GRUPO EDUCATIVO BACATÁ – BOGOTÁ, COLOMBIA
2013
COLEGIO HEISENBERG – BOGOTÁ, COLOMBIA-
UNIVERSIDAD SANTO TOMÁS
Faculty of Engineering – Computer Engineering-
HOLBERTON SCHOOL OF SOFTWARE ENGINEERING
Software Engineering
(Bogotá)
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VOLUNTEER EXPERIENCE OR LEADERSHIP
I was hired as a concierge for a start-up called Deckspire. Being the first
and only employee, I quickly learned how to use the program and take
the lead when my employers were unavailable. I eventually got promoted
to train new employees as the company grew and this helped me to
experience what it’s like to lead a team.
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