MARÍA DEL PILAR AMBROCIO GONZÁLEZ
Çonsultant
Guatemala City
Summary
Developed customer service and billing expertise in dynamic and fast-paced environment. Focused on accuracy, efficiency, and providing solutions to enhance customer satisfaction. Looking to transition into new field, leveraging strong analytical and communication skills to contribute effectively.
Experienced with developing tailored strategies to meet client needs and optimize field operations. Utilizes effective communication and analytical skills to drive project success. Strong understanding of operational challenges, ensuring client satisfaction and streamlined processes.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
4
4
Languages
Work History
Billing Customer Service Representative
Teleperformance
10.2024 - Current
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
Escalation Agent
Telus International
03.2024 - 10.2024
- Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Contributed to departmental meetings by providing insights on recurring issues or areas needing improvement based on escalation case experiences.
- Assisted management in identifying key areas for process improvements, leading to increased efficiency and improved overall team performance.
- Streamlined interdepartmental collaboration by establishing clear lines of communication with key stakeholders involved in issue resolution processes.
- Provided feedback on agent performance, contributing to ongoing professional development and improved service delivery.
Technical Support Representative
World Connection
11.2021 - 01.2023
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high levels of call flow and responded to technical support needs.
Lobbyist
Cicam
05.2019 - 08.2019
- Testified before legislative committees as an authoritative voice representing clients'' perspectives on crucial matters.
- Managed multiple client accounts simultaneously while maintaining a high level of attention to detail and organization.
- Increased awareness of vital issues by organizing public events, workshops, and informational sessions.
- Participated in industry conferences and networking events, fostering connections beneficial to future endeavors or collaborations.
Field Consultant
Organizacion Civil Paz Joven Guatemala
06.2018 - 11.2018
- Enhanced team performance with regular training sessions and performance evaluations, fostering professional growth.
- Optimized resource allocation by regularly assessing project requirements and making adjustments as necessary.
- Managed multiple projects simultaneously, prioritizing tasks effectively to meet deadlines and deliver results.
Assistant Manager
ISEO
02.2012 - 03.2018
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
No Degree - Political Science
UNIVERSIDAD SAN CARLOS DE GUATEMALA
Petapa, Guatemala 05.2017 - Current
Skills
Invoice processing
Timeline
Billing Customer Service Representative
Teleperformance
10.2024 - Current
Escalation Agent
Telus International
03.2024 - 10.2024
Technical Support Representative
World Connection
11.2021 - 01.2023
Lobbyist
Cicam
05.2019 - 08.2019
Field Consultant
Organizacion Civil Paz Joven Guatemala
06.2018 - 11.2018
No Degree - Political Science
UNIVERSIDAD SAN CARLOS DE GUATEMALA
05.2017 - Current
Assistant Manager
ISEO
02.2012 - 03.2018
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