Liseth Andrea Becerra Montoya

LISETH ANDREA BECERRA MONTOYA-- Bogota, Colombia 110110 SKILLS • • • • • • • • • • • • • • Call Center Operations Microsoft Office Salesforce Software Productivity Standards Customer Service and Assistance Customer Inquiries Call Volume and Quality Metrics Inbound and Outbound Calling KPI Performance Administrative and Office Support B2B Service Understanding Customer Needs Staff Support Performance Goals PROFESSIONAL SUMMARY Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in a fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution, and order processing. I am a person capable of performing various tasks according to the company's requirements, willing to change, and with a great ability to analyze and solve problems. With solid comprehensive training backed by ethics towards dealing with people. Currently, I have an extensive experience in the Call Center industry has allowed me to take my knowledge to train as a leader. WORK HISTORY Atento Colombia - Bilingual Customer Service Supervisor Bogota, Colombia • 10/2017 - 11/2022 • • • • • • • Au Pair In America - Au Pair Irvine, California • 01/2016 - 06/2017 EDUCATION • Saddleback College Mission Viejo, California • 05/2017 • • Intermediate Multiskills II: Englishas-a-Second-Language Education • Servicio Nacional De Aprendizaje SENA Bogotá, Colombia • 07/2014 College Degree: Environmental Control Technologies Servicio Nacional De Aprendizaje SENA Bogotá, Colombia • 10/2011 Create and develop action plans to achieve indicators. Manage the performance of each of the consultants within the campaign. Provide feedback to each of the group members to meet goals. Analyze and disclose performance results to consultants about their development within the campaign. Ensure compliance with company policies inside the campaign. Assist in every interaction whenever consultants present doubts and take calls if necessary. Assist consultants regarding salary doubts, payment of variables, and bonuses and get them correct to avoid possible attrition. • Supervise children on the playground to help develop physical and social skills. Establish and maintain a safe play environment for children. Transport children to and from school, medical appointments, and extra-curricular activities. Regularly travel with h family to help with vacation activities and childcare. Keep children's areas neat and clean. Minipak S.A.S - Quality Control Analyst - Typyng Bogotá, Colombia • 01/2015 - 07/2015 • • • • Perform standard first-article inspections and random sampling inspections to verify adherence to customer standards. Inspect items and compared them against standards to meet regulatory requirements. Create and maintain several databases to track statistical data. Provide vendors or contractors with quality guidelines, safety College Degree: Banking And Financial Support Services procedures, testing procedures, and ways to eliminate deficiencies. Productos Familia S.A - Environmental Control Intern Cajica, Colombia • 01/2014 - 06/2014 CERTIFICATIONS • Occupational Safety and Health Training - 40 Hrs • • • Develop environmental education sessions related to topics like hazardous waste, non-hazardous waste, and physical-chemical treatment of water. Apply physical-chemical analysis of water in biological treatment, drinking water treatment, and wastewater treatment. Manage legal requirements updates, based on procedures in the management of hazardous and non-hazardous waste and water treatment. Follow and inspect daily the disposal of waste materials. Citibank - Document Control Specialist Bogotá, Colombia • 07/2010 - 10/2010 • • • Check the accuracy and completeness of documents to identify deficiencies and recommend corrective actions. Open new bank accounts for government entity employees based on the documents received. Maintain document archive and file server of approved documents and drawings to provide easy traceability and retrievability. Citibank - Customer Service Representative Intern Bogotá, Colombia • 12/2009 - 06/2010 • • • Followed up with customers about resolved issues to maintain high standards of customer service. Investigated and resolved customer inquiries and complaints quickly. Redact, elaborate, and send bank statement letters to corporate customers' accountants.