ALEJANDRA ZULETA RODRIGUEZ  new_releases

Technical Support and Operations professional with 4+ years of experience providing customer support, troubleshooting operational issues, training teams, and managing documentation in remote environments.
Experienced in resolving client concerns, maintaining CRM systems, improving workflows, and delivering high-quality service while ensuring accuracy and compliance. Strong problem-solving, communication, and organizational skills with the ability to support users, document solutions, and collaborate across teams in fast-paced environments.

EDUCATION:
COMPUTER ENGINEERING 2024-PRESENT Catolica Del Norte University
Relevant Coursework: Software development, web design, database development and management, front-end and back-end development, with a strong focus on problem-solving and technical skills.

3D ANIMATION DEGREE 2018-2020 SENA CDTI
Relevant Coursework: 3D modeling and animation, digital design, graphic design, C++ programming fundamentals for game development, and industry-standard tools including Autodesk Maya, 3D Max and Blender.

EXPERIENCE
OPERATIONS AND TRAINING ASSISTANT 2024 - PRESENT SYNERGYN LLC
Compiled, validated, and managed complex insurance claim documentation using multiple software platforms, ensuring data accuracy and compliance.
Performed quality assurance reviews on 30+ reports weekly, identifying documentation issues and resolving data discrepancies before final submission. Trained and mentored 10+ new employees on internal systems, documentation procedures, and workflow best practices in a fully remote environment while maintaining reporting quality standards in a fully remote environment. Collaborated with leadership to improve standard operating procedures, helping reduce reporting errors and improve workflow efficiency.
Maintained CRM records, supported process automation initiatives, and ensured data integrity across internal platforms.

TEAM MANAGER – ADMINISTRATIVE OPERATIONS 2023 – 2024 TASKUS COLOMBIA:
Led a team of 10–15 employees, providing day-to-day operational support, coaching, and issue resolution while consistently meeting productivity and quality KPIs. Managed operational workflows, reporting, documentation, and scheduling, supporting daily operations for a high-volume customer service team. Coordinated onboarding and user access for new employees, ensuring timely system readiness and compliance with company policies.
Developed and maintained SOPs and knowledge resources that improved process consistency and reduced onboarding time for new team members.

TEAM MANAGER – ADMINISTRATIVE OPERATIONS 2022 - 2023
ALORICA COLOMBIA:
Supervised a team of 10 customer support representatives, maintaining quality, compliance, and client satisfaction goals.
Managed performance reporting, operational documentation, and scheduling while consistently meeting client service metrics.
Communicated directly with U.S.-based clients to troubleshoot account issues, document resolutions, and maintain high levels of customer satisfaction

CUSTOMER SERVICE AND WARRANTY REPRESENTATIVE 2021 - 2022
ALORICA COLOMBIA
Resolved customer warranty inquiries through troubleshooting, detailed case
documentation, and timely follow-up while maintaining high customer satisfaction scores. Consistently met quality, productivity, and customer satisfaction KPIs through accurate documentation and efficient case resolution.

CORE SKILLS:
Technical Troubleshooting
Ticket & Task Management
Microsoft Systems
SOP Development
Onboarding & Training
QA and Knowledge
Base Creation
CRM Systems
Remote Customer Support
Bilingual Communication (EN/ES)

SKILLS:
Microsoft Office 365(Word, Excel, Outlook, Teams)
CRM Systems (Monday, Google Workspace, etc)
Windows 11/10
Remote Collaboration Tools
Documentation & SOP Development
Data Validation & Quality Assurance
Ticket & Task Management
Process Improvement
VPN Support
Remote Desktop
Zendesk
Salesforce
Zoho
Slack
JavaScript
HTML/CSS