Alexandra Gomez
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Technology Coordinator
Colombia
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Résumé
Jobs
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Customer Support LeaderJMR Home ServicesApr 2024 - Apr 2026 (2 years 1 month)Led remote customer support operations for a home services company; managed a team, client communications, CRM systems, and quality processes. • Handled inbound customer inquiries and complaints across multiple channels, ensuring timely, empathetic, and professional resolution. • Managed CRM pipelines daily - tracking interactions, monitoring aging leads, logging case outcomes, and ensuring no client fell through the cracks. • Established quality standards and conducted interaction reviews to maintain service consistency and professionalism across the team. • Designed and delivered training programmes for customer service representatives, improving team KPI performance and service effectiveness. • Oversaw client visit scheduling and proacti- Technology CoordinatorColegio BolívarAug 2014 - Feb 2023 (8 years 7 months)- Implementation of SIS, integration of software from different areas, improve technology capacity, help improving accreditation recommendations - Provide school with the necessary technology for it to provide its services
- E-Learning Chief ManagerUniversidad IcesiFeb 2004 - Jul 2014 (10 years 6 months)Founded and led the university's E-Learning Office, supporting faculty and students in adopting digital learning tools. • Advised and supported faculty and students in using e-learning platforms; resolved issues and ensured effective, consistent adoption. • Coordinated course setup each semester, developed training workshops, and responded to ongoing user support needs. • Researched and proposed new e-learning technologies aligned with the university's active-learning educational model.
Education
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- MAEd in Educational SupervisionWestern Carolina UniversityJan 2023
- Master's in Teaching English as a Foreign LanguageUniversidad IcesiJan 2016
- MMaster's in Teaching EnglishJul 2014 - Aug 2016 (2 years 2 months)
- OSpecialization in Virtual Learning EnvironmentsOEI Virtual Educa CAEUJan 2012
- Specialization in Management Information Systems (MIS)Universidad IcesiJan 2006
- Systems EngineeringUniversidad IcesiJan 2002