MVMaria Virviescas
@mariavirviescas
Bilingual customer service expert with a focus on technical support.
ColombiaWhat I'm looking for
With over five years of experience in bilingual customer service and technical support, I thrive in high-pressure environments, adeptly resolving complex inquiries across various platforms. My commitment to a customer-first mindset has consistently led to exceeding performance targets and maintaining high customer satisfaction scores. I excel in managing simultaneous interactions while ensuring confidentiality, contributing to a seamless user experience.
In my current role as a Customer Service Agent at Concentrix for Cash App, I have achieved a remarkable 90%+ resolution rate. My ability to troubleshoot technical issues efficiently under tight deadlines has been crucial in maintaining the app's reputation. Previously, I streamlined processes at Satelco, reducing response times by 20% and improving satisfaction scores by 15%. My empathetic communication skills have fostered trust and improved customer retention rates, making me a valuable asset to any team.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Concentrix
Sep 2019 - Present (5 years 8 months)
As a Customer Service Agent for Cash App, I provide top-tier support focusing on banking transactions and app functionality. I manage simultaneous live chat interactions, achieving a 90%+ resolution rate while maintaining customer confidentiality. My contributions help maintain the app’s reputation for a seamless user experience.
Bilingual Customer Support Specialist
Satelco
Sep 2018 - Apr 2019 (7 months)
In my role as a Bilingual Customer Support Specialist, I handled inquiries across email, phone, and social media. I streamlined ticket processes, reducing response times by 20% and improving satisfaction scores by 15%. My collaboration with internal teams was key in resolving escalated cases.
Bilingual Customer Service Agent
Conduent
Sep 2017 - Jan 2018 (4 months)
As a Bilingual Customer Service Agent for Groupon, I specialized in resolving compatibility and performance issues for web browsers. I managed inquiries via phone, chat, and email while adhering to SLA standards, improving customer retention through empathetic communication.
Education
Degrees, certifications, and relevant coursework
PSPolitécnico Superior
Certification, Excel
2024 -
Studied Advanced Excel, enhancing skills in data analysis and spreadsheet management.
COCoderhouse
Certification, UX/UI Design
2023 -
Completed a course in UX/UI Design, focusing on user experience principles and interface design techniques.
PCPolitécnico de Colombia
Certification, Photography
2020 -
Completed a course in Basic Photography, learning fundamental techniques and principles of photography.
Instituto Central de Estudios
High School Diploma, General Education
2011 -
Obtained a High School Diploma, completing a comprehensive education program.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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