Open to opportunities

Paula Bustos Cuestas

@paulabustoscuestas

Message

Bilingual Customer Service Specialist with a focus on customer retention.

Colombia

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

I am a bilingual Customer Service Specialist with a strong background in Physical Therapy and Administrative Assistance. My experience spans high-volume call centers, where I have honed my skills in CRM platforms like Salesforce and Zendesk. I pride myself on being metrics-driven, focusing on SLA compliance and NPS improvement, which has allowed me to excel in customer retention and conflict resolution.

Throughout my career, I have successfully managed customer accounts, resolved billing disputes, and streamlined internal processes to enhance efficiency. My recent role at Km2 Connect involved managing over 50 customer accounts daily, where I achieved a 10% reduction in delinquency rates. I have also been recognized as a Top Performer at Teleperformance for maintaining a high service quality score, showcasing my commitment to delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Success Agent

Intouch 24/7 - L'Oréal Paris

Oct 2024 - Nov 2024 (1 month)

Provided premium beauty product support via Salesforce, handling over 60 daily interactions focusing on upselling and post-purchase satisfaction. Collaborated with the sales team through Slack to align promotional campaigns, increasing cross-sell conversion by 16%. Implemented a Slack channel for quick QA support, reducing escalations on calls.

Salesforce Customer Support Upselling Cross Sell Slack Collaboration QA Campaigns

Customer Service Agent

Teleperformance - AT&T

Jan 2024 - Feb 2024 (1 month)

Delivered bilingual support for over 60 weekly customer inquiries on billing, technical issues, and contract updates, achieving an 83% first-call resolution rate. Documented and escalated complex cases using Zendesk, improving team response efficiency. Recognized as Top Performer for maintaining a service quality score of 92%.

Call Resolution Zendesk Billing Technical Support Quality Documentation

Collection Agent

Km2 Connect - Hyundai Motor Company

Jun 2023 - Jun 2023 (0 months)

Managed over 50 daily customer accounts in Salesforce, ensuring timely follow-ups on payment statuses and reducing delinquency rates by 10%. Resolved billing disputes and negotiated payment plans, maintaining an 87% customer satisfaction rate in a high-pressure environment. Streamlined internal workflows by creating standardized templates in Monday.com.