At Concentrix Experts Colombia SAS, I guided customers through pending cases, coordinated next steps, and kept everyone informed. I documented more than 50 customer cases and queries daily in Salesforce CRM, maintaining accurate, audit-ready records under strict quality and compliance standards.
I maintained CSAT scores above 90% and QA scores of 90–98% in a remote, metrics-driven environment. I also coordinated with Operations and QA to discuss updates, inquiries, and requests.
I proposed an internal communications research project analyzing employee perceptions of internal communication. I’m a Professional in Modern Languages with a focus on Digital Communication, and I use English and Spanish professionally.
