Maria Fernanda Pagán
Work Experience
Customer Care Specialist
Tech Support and Billing Specialist at Comcast
March 2019 to March 2020
1.Find Root Cause to Solve Issues:
Using problem-solving techniques to identify the underlying causes
of issues.
Implementing solutions that address the core problem, preventing
future occurrences.
2.Analytical Skills and Devotion to Customer Service:
Applying analytical skills to assess situations and make data-driven
decisions.
Ensuring that customer service remains a priority in problemsolving, with a focus on meeting client needs.
Maintained 90% Satisfaction Rate on QA Scores:
Consistently achieving high-quality assurance (QA) scores,
maintaining at least 90% satisfaction.
This reflects strong customer service performance, attention to
detail, and adherence to quality standards.
Appointment Setter
Gene Juarez Salon
March 2020 to December 2020
1.Worked with the Artist to Ensure Successful Appointments:
Coordinating with artists to manage their schedules and
appointments.
Ensuring all logistical details are handled smoothly for successful
client-artist engagements.
2.Maintain Accurate Records of Customer Contact Information:
Keeping up-to-date and precise records of customer information for
easy follow-up and contact.
This could involve maintaining a CRM or other database.
3.Excellent Problem-Solving Skills and Ability to Handle Multiple Tasks:
Applying problem-solving skills to overcome any issues that arise
with appointments or client interactions.
Managing multiple tasks efficiently while prioritizing client needs to
ensure satisfaction.
Contact Info--
Tegucigalpa, Honduras
Relevant Skills
Sales and Communication
Organizational and
Administrative Skills
Technical Proficiency
Human Resources
Problem Solving and
Analytical Skills
Training and Development
Data Collector
Claro
January 2021 to June 2022
1.Collect Information for Future Leads That Will Close as Sales:
Gathering accurate and relevant data for potential leads.
Ensuring the information collected aligns with criteria that increase the likelihood of closing sales.
2.Verify Information to Avoid Fraudulent Sales from Agents:
Conducting verification processes to ensure that sales information provided by agents is
legitimate.
3.Preventing fraudulent transactions through careful scrutiny of the data.
Decrease Fraudulent Accounts by 75%:
Implementing strategies and verification methods to reduce the number of fraudulent accounts
by 75%.
This could involve better training, stricter vetting, and the use of technology to detect fraud.
CEO Assistant
Cellpay (Etime System division)
July 2022 to October 2023
1.Managed Email Requests and Sorted/Distributed Mail:
Handling and organizing incoming emails.
Distributing mail (physical or digital) to relevant teams or individuals for processing.
2.Worked with ACH, Deposit, Line of Credit for Each Client:
Managing Automated Clearing House (ACH) transactions.
Handling deposits and lines of credit for clients, ensuring accurate financial transactions.
3.Provide Store with Training on Our System:
Training store personnel on how to use the company’s systems effectively.
4.Investigate, Solve the Cause, and Refund Duplicated Payments:
Conducting investigations into payment errors, such as duplicate transactions.
Resolving the issues and processing refunds when necessary.
5.Payment Processing for Clients via E-check or Card:
Handling payment processing using both electronic checks (E-checks) and credit/debit cards for
client transactions.
Business Manager/ Business Developer Representative
Cohen Velasquez Agency
October 2023 to Date
1. Cold Calling and Warm Calling:
Reaching out to potential candidates or clients via cold calls.
Maintaining and nurturing relationships with potential candidates or clients through warm calls.
2. Manage Schedule, Book Trips, and Coordinate with the Team:
Organizing schedules for interviews, meetings, or trips.
Ensuring all logistics (travel, accommodations, etc.) are in place.
Communicating with team members to ensure coordination.
3. Set Up Google Workspace, Google Voice, and Provide Training:
Configuring and managing Google Workspace (email, calendar, drive, etc.).
Setting up Google Voice for communication.
Training the team on how to use these tools effectively.
4. Massive Recruiting (Hey Market Campaigns):
Running large-scale recruitment campaigns using platforms like Hey Market.
Targeting potential hires and managing communications.
5. Pipeline the Recruits:
Following up with recruits during the hiring process.
Ensuring they complete necessary steps such as paperwork or training.
6. Human Resources (Contracts, Hiring Paperwork):
Handling HR tasks, including preparing and processing employment contracts and other
paperwork.
7. Systemize, Organize, and Manage a Team of Over 50 Employees:
Conducted meetings to brainstorm and identify areas of opportunity, as well as to pinpoint flaws
and weaknesses.
Developed strategic game plans and implemented new systems to enhance efficiency and
effectively manage a large team
Organizing workflows to increase productivity.
Setting and meeting goals to increase production by 100%.
Education History
Business Administration
Institution: Ceutec
40% of career satisfactory
Diplomat
Institution: USAP and Unitec
Year of Graduation: 2021
Entrepreneurship and sustainable development
Diplomat
Institution: Language Line solutions
Year of Graduation: 2020
Certified Medical Interpreter
