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Work Background
Xpotential Business SolutionsOperations Manager
May. 2024 - Apr. 2025Medellín, Antioquia, ColombiaI lead and manage a multidisciplinary team of more than 35 people in a call center specialized in providing support and customer service for dental patients. I oversee daily operational performance, ensuring high quality service and patient satisfaction. I develop and implement strategies to optimize operational efficiency, achieving improved response times, conversion, and case resolution. I manage the ongoing training of existing staff and new hires to ensure KPIs and quality required in the operation. I collaborate directly with the client, supervisors, directors, and CEO to ensure proper communication and management of patient needs to provide the best service.
Polaris Practice SolutionsCustomer Service Team Lead
Nov. 2021 - May. 2024Medellín, Antioquia, ColombiaBilingual attention through calls for dental patients in Nevada, helping them in the process
of scheduling, rescheduling and cancellation of dentist appointments, receiving , and giving follow up on complaints, looking for the best solution to provide the best service, being the bridge between patients, offices, supervisors, and directors; organization of weekly meetings for team members, trainings, work schedule, daily attendance, and reports; agents monitoring, and Q.A selecting and listening to calls, providing coaching, and wake up calls, evaluating monthly reports, and helping team members to set new goals looking for team improvement and grow.
Total Spanish SchoolAuxiliar administrativa
Feb. 2021 - Nov. 2021Medellín, Antioquia, ColombiaBilingual attention through different channels (face-to-face, telephone, chat, and e-mail), Assistance in organizing activities for students, Sale of Tourist Services, Assistance in the payment process (Cash, Card, Online Payments), Assistance to teachers and administrative staff in the organization of schedules and delivery of teaching materials, Student Reception, Assistance in case of changes or cancellations, sending of quotations, database management.
Backpackers Inn MedellinAdministrativo
May. 2018 - May. 2020Medellín, Antioquia, ColombiaManagement of Lobby and Colombia Migration platforms, Check-in and Check-Out, Opening and Closing of Cash Register, Organization of Activities and Events, Inventory, Sale of Tourist Services, Bilingual Attention through different channels, Elaboration of manual of functions and schedule of workers, Elaboration of plans and programs, Updating of availability in the platforms.
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