Leslie Estrada
Businesswoman
Guatemala City
Overview
19
19
years of professional experience
Work History
Owner
Calzado Herrera
01.2012 - Current
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Managed day-to-day business operations.
Temporary Data Entry Agent
Flacso Guatemala
06.2019 - 12.2019
- Developed proficiency in using various software programs for efficient data entry operations.
- Utilized techniques for increasing data entry speed.
- Compared transcribed data with source document to detect and correct errors.
- Enhanced data accuracy by meticulously entering and verifying information.
- Convert audios to texts.
- Completed data entry tasks with accuracy and efficiency.
Analyst
Capgemini
05.2009 - 12.2011
- Monitored compliance and filing requirements in conjunction with staff and management.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Negotiated repayment plans.
- Managed collections of selected clients.
- Handled customer´s questions or complaints.
- Write-off accounts.
Customer Service Representative
Transactel
01.2007 - 12.2008
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
PBX Operator and Hotel Reservations
Hotel Viva Clarion Suites
09.2005 - 11.2006
- Answered calls and engaged customers with friendly, professional demeanor.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Maintained accurate records of calls placed and received.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained an up-to-date knowledge of industry trends and advancements in PBX technology, ensuring optimal performance.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Wake-up calls to guests.
- Manage hotel reservations via phone.
- Radio communication management
Education
8th Semester - Psychology
San Carlos De Guatemala University
Guatemala City, Guatemala 05.2001 -
Pensum Closed - Especial Education Professorship
San Carlos De Guatemala University
Guatemala City, Guatemala 05.2001 -
Bilingual Secretary -
Integral Femenino College
Guatemala City, Guatemala 05.2001 -
Skills
English language fluent
French language medium
Excel, Word, Power Point, office
Social media management
(Facebook, Instagram, Tik -Tok)
Facebook Business Suite
Leadership, planning & Negotiation
Project estimating
Client Service
Employee Relations
Supplier Monitoring
Professionalism
Effective Communication
Marketing
Reliability
Active Listening
Purchasing and planning
Multitasking Abilities
Adaptability
Timeline
Temporary Data Entry Agent
Flacso Guatemala
06.2019 - 12.2019
Owner
Calzado Herrera
01.2012 - Current
Analyst
Capgemini
05.2009 - 12.2011
Customer Service Representative
Transactel
01.2007 - 12.2008
PBX Operator and Hotel Reservations
Hotel Viva Clarion Suites
09.2005 - 11.2006
8th Semester - Psychology
San Carlos De Guatemala University
05.2001 -
Pensum Closed - Especial Education Professorship
San Carlos De Guatemala University
05.2001 -
Bilingual Secretary -
Integral Femenino College
05.2001 -