Andrea Tovar Ingargiola
About
Detail
Aragua, Venezuela
Résumé
Jobs
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Customer Service RepresentativeBinanceMar 2022 - Aug 2023 (1 year 6 months)• Ranked Top 10 Agent across the different language lines based on performance, productivity, and CSAT (November 2022). • Operated at L2 support capacity, handling complex escalated cases related to deposits, withdrawals, KYC, trading, and security, collaborating with compliance, risk, and technical teams for resolution. • Cross-trained across multiple Business Units, continuously expanding expertise to implement knowledge across different areas of the platform. • Handled basic P2P cases during a dedicated period, supporting peer-to-peer transaction inquiries. • Managed high-volume ticket queues using helpdesk-like software, consistently exceeding KPIs and SLAS for first response time, resolution rate, and CSAT. • Retained users by educatin- CCustomer SupportCryptoCaptainJan 2021 - Dec 2021 (1 year)• Provided live chat moderation for their Telegram community, growing it from 600 to over 2,000 members, resolving inquiries related to course materials, trading concepts, and subscriptions. • Guided members on how to navigate and use external trading platforms by directing them to official FAQs and resources, helping them find alternatives and understand platform functionalities. • Participated in Telegram voice calls where the CEO taught trading strategies and concepts, supporting the educational experience. • Educated members on product value and market risks to increase engagement and reduce churn. • Applied objection handling and conflict resolution techniques when users expressed dissatisfaction or intent to disengage.
- LLaboratory CoordinatorLaboratorio Clínico Unidad Médica Dr. Ángel C.A.Jan 2019 - Dec 2021 (3 years)• Led daily operations in a high-volume clinical environment, coordinating staff schedules and resources to ensure service continuity while strengthening teamwork and operational efficiency. • Ensured full compliance with quality control, biosafety, and regulatory standards, and managed inventory and procurement to prevent shortages and operational delays. • Streamlined reporting and documentation processes, improving accuracy and audit readiness, and resolved workflow issues through root cause analysis and continuous process improvement.
- LBioanalystLaboratorio Clínico Unidad Médica Dr. Ángel C.A.Feb 2017 - Dec 2021 (4 years 11 months)• Performed sample collection and diagnostic testing under strict quality standards in a fast-paced environment. • Conducted analyses across hematology, microbiology, and clinical chemistry disciplines. • Maintained laboratory equipment and inventory to minimize downtime and ensure uninterrupted operations. • Acted as liaison between patients, physicians, and staff, providing clear communication and conflict resolution. • Optimized workflows to increase daily processing capacity and efficiency.
- InstructorUniversidad de CaraboboOct 2016 - Feb 2017 (5 months)• Delivered practical microbiology sessions to groups of 10-15 students, clearly explaining complex concepts to diverse audiences. • Trained students in laboratory techniques, safety protocols, and proper equipment usage. • Evaluated performance and provided feedback to strengthen technical and analytical skills. • Collaborated with academic staff to align sessions with program objectives.
- BBioanalystBioanálisis del Centro C.A.Sep 2016 - Sep 2017 (1 year 1 month)• Performed high-volume diagnostic testing with precision during extended shifts, handling between 50–110 patients each shift. • Ensured accurate reporting while adhering to medical and regulatory standards. • Maintained detailed documentation and calibrated equipment for optimal performance. • Collaborated closely with healthcare providers to support accurate diagnoses and patient outcomes.
Education
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- Bachelor's Degree in BioanalysisUniversidad de CaraboboFeb 2011 - Aug 2016 (5 years 7 months)