MARIA JIMENA DE LEON ZEA

• Generate, review, and issue invoices for customers, ensuring accuracy and adherence to company policies.
• Review customs paperwork and shipping documentation to ensure all records are in order for payment processing.
• Monitor and reconcile billing discrepancies, investigate inconsistencies, and resolve disputes with customers or vendors.
• Work closely with the logistics and supply chain teams to ensure timely documentation and invoicing for shipments.
• Track and follow up on outstanding invoices, ensuring timely payments and reducing past-due accounts.
• Address billing inquiries from customers and internal teams while providing high-quality service and support.
• Maintain accurate records of billing transactions and prepare financial reports as needed.
• Identify opportunities to streamline billing operations and improve efficiency.

• Achieved higher trainee retention rates through continuous feedback and coaching sessions.
• Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
• Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
• Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
• Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
• Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
• Created interactive e-learning modules for remote trainee accessibility, promoting flexible learning options.
• Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
• Mentored junior trainers, shaping their instructional techniques for greater effectiveness in the classroom setting.
• Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
• Provided coaching and mentoring to employees.

• Provide clear information on test center policies, exam procedures, and requirements.
• Accurately log interactions and escalate complex issues to the appropriate department when necessary.
• Ensure test centers or remote settings are free from unauthorized materials, distractions, and security breaches.
• Monitor candidates during exams to prevent rule violations, using live or recorded proctoring methods.
• Respond to security breaches, cheating attempts, or disruptions swiftly and appropriately.

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• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for services and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Contributed to sales growth by upselling products and services based on individual customer requirements.