Claudia Alexandra Carlos La Fuente
About
Detail
Customer Support | QA Analyst | HR & Administrative Coordinator | Process Improvement & Team Development
Bolivia
Résumé
Jobs
verified_user
0% verified
HR CoordinatorCallnovoMay 2025 - Current (1 year 6 months)Coordinated HR and people operations for customer service teams supporting U.S.-based clients.
Managed employee documentation, onboarding support, contract tracking, and compliance with internal policies.
Acted as a primary point of contact for employees regarding HR-related inquiries, procedures, and issue resolution.
Supported performance management processes by coordinating information between Quality, Operations, and Management teams.
Assisted with workforce organization, scheduling support, and internal communication.
Impact: Improved internal coordination, ensured accurate HR documentation, and supported employee experience and operational continuity.- Quality Analyst – Customer ServiceCallNovo Contact CenterDec 2024 - Jan 2026 (1 year 2 months)Evaluated customer service interactions for U.S.-based programs to ensure
adherence to quality standards and policies. - Assessed performance across empathy, ownership, accuracy,
professionalism, and resolution effectiveness. - Identified coaching opportunities and reinforced best
practices in honest communication, expectation setting, and hold management. - Applied deep process
knowledge to improve agent accuracy and customer experience consistency. - PCustomer Support & Administrative CoordinatorProntocardio LTDA BoliviaJun 2018 - Apr 2025 (6 years 11 months)Managed appointment scheduling, doctor coordination, and client
communication for a specialized cardiology clinic handling ~30+ clients monthly. - Served as primary point
of contact, resolving scheduling disruptions and retaining clients through alternative solutions and service
recovery. - Processed payments, billing coordination, and monthly financial reconciliation using Excel
tracking systems. - Designed and maintained an Excel tracker monitoring medical studies, responsible
doctors, and billing charges to improve operational control. - Supported revenue distribution among
associates and maintained accurate documentation. - Acted as sole staff member during clinic launch,
managing reception, administra - DReceptionist → Marketing & Events SupportDXN BoliviaSep 2016 - Feb 2017 (6 months)Managed high‑volume inbound communication via phone,
WhatsApp, and Facebook as first point of contact for clients and distributors. - Supported purchase
inquiries, product education, and order‑related assistance across channels. - Promoted to Marketing team
based on performance and reliability. - Coordinated logistics for a large‑scale company anniversary event,
collaborating with internal teams and external vendors. - Facilitator / Program SupportCIPCAJun 2015 - Dec 2015 (7 months)Trained and mentored young Indigenous participants to develop
regional legislative proposals and advocacy initiatives. - Facilitated workshops on communication, rights
awareness, and problem solving. - Supported Annual Operations Program (AOP) planning by translating
strategic goals into measurable activities and timelines. - Assisted organizational restructuring through
documentation and coordination support. - Consultant / Electoral Process SupportTribunal Electoral Departamental de Santa CruzAug 2014 - May 2015 (10 months)Managed and submitted hiring
documentation for approximately 3,000 temporary staff, ensuring regulatory compliance. - Trained zone
coordinators and helpers on documentation standards and operational procedures. - Conducted final
document reviews reducing submission errors and processing delays. - Managed main election‑day hotline
handling voter inquiries, incident reports, and coordinator support. - Resolved payment issues by
identifying missing documentation and guiding providers through resolution steps. - CFacilitator / Program SupportCEJIS BoliviaFeb 2010 - Dec 2013 (3 years 11 months)Trained and mentored young Indigenous participants to develop
regional legislative proposals and advocacy initiatives. - Facilitated workshops on communication, rights
awareness, and problem solving. - Supported Annual Operations Program (AOP) planning by translating
strategic goals into measurable activities and timelines. - Assisted organizational restructuring through
documentation and coordination support.
Education
verified_user
0% verified
- Administración y Gestión de Recursos Humanos , Desarrollo de recursos humanos, Desarrollo de recursos humanosUAGRM Business SchoolJan 2017 - Dec 2018 (2 years)Métodos de selección de personal, Responsabilidad Social Empresarial que involucra a los clientes internos (personal), Estrategias de desarrollo del personal.
- Diplomatura en Liderazgo para la transformación , Ciencias políticas y gobierno, Political Science and GovernmentFundación IdeaJan 2010 - Dec 2010 (1 year)
- Licenciatura, Relaciones internacionales y asuntos exteriores, Relaciones internacionales y asuntos exterioresUtepsaJan 2004 - Dec 2009 (6 years)
- ESL English as a second languageLaney CollegeEscritura y lectura avanzada en inglés