SANDRA P PINEDA VELANDIA

Macys Co. Jan. 2020- Mar. 2022

United Health Care. Mar. 2022 - Sep. 2023

Working as customer advisor I developed roles describe below

SME- Subject Matter Expert

Jan 2023 -Sep 2023

• Participated in meetings with quality department to improve the service deliver by customer advisor helping them to have a score above the 90 points in the quality metric.
• Addressed customer issues calmly and professionally, delivering quick, successful resolutions, turning a bad experience into a good review.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Mentor

Nov 2022 - Dic 2023

• Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
• Shared customer service expertise with training team, improving the calls satisfaction at 80% of the customers advisor.
• Highlighted individual and team accomplishments and made recommendations on new and impactful methods of customer experience, booting the client reviews from 60% to 85%

Customer service advisor

Jun 2020 - Oct 2022

• Correctly identified client needs, providing tailored, personalized guidance to ensure outstanding customer experiences, increasing the customer satisfaction to 90% since the first month.
• Managed high-volume customer queries simultaneously through effective multitasking, enhacing customer experiences by employing service-oriented behaviors, providing customized solutions to build loyalty.

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Assisted manager in implementing and updating procedures to sustain quality standards.
• Registered and updated accurate customer information on database, collecting the documentation and financial data of 96% of the associates in Bogotá, for the SARLAFT regulations in 45 days.
• Acted as main contact for internal and external clients, regarding members orders to ensure availability and timeline of delivery.

• Gathered, analyzed data and produced modeling to identify trends and process efficiencies.
• Drafted and submitted status reports to management, pointing out new clients and emerging business opportunities to boost revenue.
• Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
• Wrote and customized proposals for new projects in the financial and marketing models, having the 100% of the approval of them from the manager and the university professors

• Prepared engaging, effective learning materials to boost stimulation and encourage further academic interest, achieving the optimal performance and participation of 90% of the student groups.
• Established effective classroom routines by providing high-quality practical support to teaching staff.
• Cultivated close working relationships with students and teaching staff, working collaboratively to achieve exam success, getting a 25% tuition fee waiver and distinction for 100% of approval of my work as teaching assistant.

• Managed high-volume customer organizations queries simultaneously through effective multitasking.
• Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
• Trained and helped colleagues on cash management operations, advising on appropriate handling of customer queries, decreasing turnaround times, focusing on addressing needs and resolving concerns.

• Handled phone and email customer SMEs enquiries and complaints providing appropriate solutions to guarantee positive outcomes.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Built customer rapport by providing friendly, genuine service, increasing customer satisfaction by 96%.

• Assisted administrative staff supporting tasks such as data entry and appointment scheduling with new and existing clients.
• Processed and prepared documents, including bank references, statements and correspondence in a short time, less than 5 minutes
• Answered and helped resolve enquiries from clients, vendors and general public, recording customer feedback to enhance guest experience.
• Arranged appointments on-site visits to maintain rapport with key accounts and incorporate new technologies getting the 90% of the clients use the new apps

• Managed deliveries of advertising material products to 32 client sites, ensuring customer satisfaction by verifying accuracy of shipments, ensuring correct labelling, weight, pricing and fulfilling the deadlines
• Negotiated with supervision advertisement contract agreements with internal and external customer, resulting in 96% of good deals for the company
• Enabled accurate inventory tracking, producing comprehensive stock reports in Excel.