Tamara Castillo Añez
@tamaracastilloaez
I improve customer operations through QA reporting, KPI analysis, team leadership, and end-to-end support.
BoliviaWhat I'm looking for
At Callnovo Bolivia, I improved customer service operations by analyzing Ticket Standard and Channel Actions anomalies, producing QA reports that increased compliance by 20% in two months.
I led performance monitoring and KPI analysis for the Zeelool team, supporting shift management and workload distribution that improved service-level metrics by 30%. I was promoted to Team Leader based on top-tier performance and maintained a 92% CSAT score while providing pre-sale, in-sale, and after-sale support for Vital Records and Zeelool.
Earlier at BIGASA S.A., I trained five new crew members, managed cashier, line-preparation, and inventory duties, and earned formal consideration for a Shift Manager promotion. I bring psychology studies, fluent English and native Spanish, and a practical focus on compliance, problem-solving, and high service standards.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Callnovo Bolivia
Jan 2024 - Jul 2026 (2 years 6 months)
Provided end-to-end customer support for Vital Records and Zeelool, maintaining a 92% CSAT score. Analyzed KPI metrics and prepared QA performance reports, improving compliance by 20%.
Team Leader & Supervisor
Callnovo Bolivia
Jan 2024 - Jul 2026 (2 years 6 months)
Monitored team performance and analyzed KPI metrics to identify trends, supporting shift management and workload distribution to achieve a 30% improvement in service level metrics. Promoted to Team Leader based on top-tier performance.
Crew Member
BIGASA S.A.
Feb 2023 - Apr 2023 (2 months)
Trained and onboarded five new team members in a high-volume environment, ensuring compliance with operational procedures and customer service standards. Executed cashier duties, line preparation, and inventory management.
Education
Degrees, certifications, and relevant coursework
Franz Tamayo Private University
Bachelor's Degree, Psychology
2019 - 2023
Pursued undergraduate studies in Psychology, gaining foundational knowledge in human behavior and research methods.
Tech stack
Software and tools used professionally
Availability
Location
BoliviaAuthorized to work in
Social media
Job categories
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