Andrea barrios

Assistant of operations manager

FOUNDEVER COLOMBIA

Apr 2023 - Jun 2024 (1 year 3 months)

As the Assistant of Operations Manager, I played a crucial role in supporting the daily operations of the organization, ensuring efficient workflow and high-quality service delivery. My responsibilities included customer reception and administrative assistance, where I utilized my skills in customer service and problem-solving to enhance client engagement and satisfaction. I actively participated in performance reviews and employee performance management, contributing to strategic thinking and performance improvement initiatives. Additionally, I collaborated closely with the operations manager, leveraging my experience in management training and development to foster team building and logistics coordination. My proficiency in Microsoft 365,

Team Manager Specialist

Foundever

May 2021 - Feb 2025 (3 years 10 months)

• Led teams of up to 20 agents, focusing on KPI achievement and customer satisfaction. • Delivered regular coaching sessions, performance reviews, and motivational strategies to enhance team performance. • Conducted call monitoring and collaborated closely with the QA department to ensure service quality. • Handled reports, tracked metrics, and presented progress to operations leadership, utilizing advanced skills in Microsoft Excel and Google Sheets for data analysis. • Managed schedules, emails, and documentation using the full Microsoft Office Suite, ensuring efficient operations. • Engaged with various clients in the logistics sector, leveraging insights from logistics management to improve team strategies and customer relationship

Customer Liaison Manager

Foundever

May 2019 - Dec 2019 (8 months)

As a Customer Liaison Manager, I served as the primary escalation point for customer complaints, ensuring that all issues were addressed promptly and effectively. I provided solutions with a customer-centric approach, focusing on resolution and satisfaction, while also taking supervisor-level calls to manage conflict resolution. Additionally, I utilized my data entry skills to update customer account information accurately, which enhanced our customer relationship management (CRM) processes and ensured that our records were always up-to-date. This attention to detail in data management supported our overall goal of delivering exceptional customer service and maintaining strong customer relationships. Furthermore, my understanding of sales p

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Customer Service Representative

Foundever Bilateral

Feb 2019 - Jul 2020 (1 year 6 months)

As a Customer Service Representative, I delivered excellent customer service and sales support, assisting with inquiries, resolving issues, and providing comprehensive support services. My role involved utilizing customer relationship management (CRM) tools to enhance customer interactions and ensure satisfaction. Additionally, I managed data entry tasks and utilized Google Sheets for tracking customer information and sales metrics. While my primary focus was on customer service and account management, I also gained valuable experience in logistics management by coordinating the sending of packages to customers, tracking routing numbers, and ensuring timely transportation. This exposure allowed me to understand operational workflows better.

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