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Work Background
ALONSO AND ALONSO LAW FIRMTEAM LEAD
Oct. 2024Colombia, PereiraAs a Team Lead, I supervise the verification of T-Visa cases, ensuring accurate and thorough reviews of client declarations while maintaining strict quality and compliance standards. I guide and support a team of verification specialists by monitoring productivity, providing feedback, and ensuring consistent quality across cases. I also implement follow-up procedures and track client communications to ensure timely case progress, while collaborating closely with Editors, Attorneys, and legal staff to address complex cases. Additionally, I maintain accurate documentation and compliance within case management systems to support efficient and reliable workflows.
ALONSO AND ALONSO LAW FIRMCustomer Service Specialist
Nov. 2023 - Oct. 2024ColombiaI monitored immigration case workflows to ensure legal teams completed all required processes within established deadlines. I proactively flagged potential issues and collaborated closely with attorneys to ensure the timely resolution of alerts. I also created tailored action plans to optimize case handling and improve overall efficiency and client satisfaction. Through this work, I contributed to maintaining strong quality assurance and accountability within a fast-paced legal environment.
Vendoo Inc. Customer Service Specialist
Nov. 2021 - May. 2024Colombia, PereiraI managed high volumes of live chat and email inquiries, ensuring timely and accurate responses. I guided users through onboarding, account setup, and platform configuration to support optimal use. I provided personalized assistance to resellers by proactively identifying and resolving common user pain points, while delivering product education and troubleshooting issues to improve customer satisfaction and retention.
Accedo TechnologiesQuality Analyst- Nintendo Remote
May. 2021 - Oct. 2021Colombia, PereiraI delivered coaching and structured feedback to a team of 30 voice agents supporting Nintendo Switch users, while conducting performance evaluations and quality audits to ensure service excellence. I prepared management reports, identified trends impacting customer experience, and contributed to service improvements through detailed root cause analysis and actionable recommendations.
Accedo TechnologiesTechnical Support Specialist - Nintendo Remote
Dec. 2020 - May. 2021Colombia, PereiraI provided technical and general customer support to Nintendo Switch users through voice channels, consistently delivering empathetic and solution-focused service to maintain high CSAT scores. I collaborated closely with peers to share best practices and improve overall support efficiency.
Accedo TechnologiesQuality Analyst- DoorDash Remote
Apr. 2020 - Nov. 2020Colombia, PereiraI provided ongoing performance coaching to a team of 40 voice and chat agents, while analyzing QA results to identify process inefficiencies and opportunities for improvement. I prepared detailed reports for leadership, supported the implementation of corrective actions, and strengthened customer satisfaction by promoting consistency in support practices.
Accedo TechnologiesQuality Analyst- AT&T
Oct. 2015 - Oct. 2019Colombia, PereiraI supervised quality assurance for a 50-agent chat team supporting AT&T Mobility, delivering structured coaching sessions to improve agent performance. I created detailed reports on QA findings, customer feedback, and performance metrics, and led initiatives to identify service gaps and implement process improvements.
Accedo TechnologiesCustomer Support Representative
May. 2015 - Oct. 2015Colombia, PereiraI handled multiple chat sessions simultaneously, assisting customers with billing, service, and sales inquiries while maintaining high standards for speed, accuracy, and professionalism. I also contributed to the development of internal service policies, helping shape department procedures and support standards.
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