Manuela Zapata

I’m a bilingual (English B2+) Customer Support Specialist with experience in high-volume call center environments, including the AT&T campaign at Teleperformance. I handle 50–80 daily voice interactions in English and Spanish, solving complex inquiries (PQRS) while staying focused on quality and revenue outcomes.

In my current role, I’ve achieved CSAT of 90–95% and QA scores of 90%+ (top quartile). I maintain AHT within target (±5%) while protecting first-call resolution, drive cross-sell conversions of 10–18% on eligible calls, and reduce repeat contacts by 15–25% through accurate troubleshooting and clear guidance. I also document 100% of cases in the CRM and ensure complex escalations stay low, with <2% reopens.

Before this, I strengthened customer-facing and operational performance as a Sales Associate and Store Supervisor, exceeding sales targets by 10–20% monthly and improving average ticket size by 15%. I’ve also managed daily operations with tight control (cash variance <1%), reduced stockouts by 20%, increased social media engagement by 30%, and maintained customer satisfaction >90% through timely issue resolution. I’m results-driven, detail-oriented, and comfortable working remotely across time zones in USD-based roles.