Paloma Álvarez

Led day-to-day operations across two departments in the Dominican Republic and Colombia, overseeing nearly 120 team members. Developed team leads, facilitated training programs, and introduced operational practices that improved efficiency and reduced workflow delays.

Oversaw daily customer service operations, supporting team performance, service quality, and operational expectations. Monitored KPIs and provided coaching and feedback to improve individual and team performance.

Served as a go-to resource for team members on processes, systems navigation, and complex customer interactions. Resolved complex and high-priority customer cases, frequently serving as a final escalation point before management.

Delivered reliable, accurate, and solution-oriented customer service while maintaining company service standards. Supported positive customer experiences through empathetic communication and effective issue resolution.

Training in communication and accountability, completed in 2026.

Professional certification in Microsoft Excel, completed in 2026.

Bachelor of Business Administration degree from Universidad Pedro Henríquez Ureña, completed from 2020 to 2024.

Entrepreneurship Course from UNPHU, completed in 2023.

Course on Economic Policies for Developing Countries from UNPHU, completed in 2023.

Professional English training from Max Teaching Center, completed from 2016 to 2020.

Office Suite Specialization from Max Teaching Center, completed in 2020.

Public Speaking Course from La Telefónica Cooperativa, completed in 2018.