Edgar Giraldo

F

Bilingual Medical Interpreter

FLS Interpreters

Oct 2024 - Current (11 months)

Coordinated with healthcare providers and patients to confirm details, send reminders, and handle follow-ups, ensuring clear communication and understanding in a bilingual context. Prepared and maintained accurate logs and administrative records of each session for quality audits. Additionally, utilized CRM tools to enhance the interpretation process and manage the platform effectively, contributing to improved patient care and streamlined operations.

A

Customer Care Operations Supervisor

AT&T USA Potential To Buy:

Oct 2023 - Jul 2024 (10 months)

As a Customer Care Operations Supervisor, I was responsible for creating monthly action plans to train and lead various teams of 15 individuals each month, ensuring that we met the sales KPIs for both Home Internet and Mobility services. My role involved not only overseeing team performance but also making strategic decisions that directly influenced account numbers on a daily and monthly basis. This oversight ensured that our operations were aligned with business objectives and that we consistently achieved our sales targets. Additionally, my experience in data entry was crucial, as it allowed me to maintain accurate records and streamline processes, further enhancing our team's efficiency and effectiveness in meeting our goals.

A

Quality Analyst SME

AT&T USA Potential To Buy:

Dec 2022 - Sep 2023 (10 months)

As a Quality Analyst SME, I trained, built, and led an 8-person team to adhere to integrity client parameters, ensuring high standards of quality and compliance. I created monthly action plans focused on improving KPIs for the client, driving performance and accountability within the team. Additionally, I leveraged my expertise in Microsoft 365 to enhance team collaboration and efficiency, utilizing the full suite of tools for project management and reporting. My experience in managing the QA team as the Subject Matter Expert (SME) was further enriched during my tenure at AT&T, where I navigated the complexities of a B2B long sales cycle and contributed to the overall sales strategy, ensuring alignment with client expectations and quality s

A

Quality Analyst

AT&T USA Mobility Loyalty Group:

Feb 2022 - Dec 2022 (11 months)

As a Quality Analyst, I was responsible for reviewing calls to identify opportunities for enhancing the skills of phone agents, ensuring high-quality customer interactions. My role involved analyzing performance metrics and providing constructive feedback to support continuous improvement. Additionally, I utilized Microsoft 365 applications to streamline documentation and reporting processes, which facilitated better communication and collaboration within the team. My experience also included working closely with the outbound sales departments at AT&T while at Teleperformance, which provided me with valuable insights into sales processes and customer engagement strategies. Furthermore, my data entry skills were essential in maintaining accu

D

Customer Care Phone Agent

Door Dash USA:

Aug 2021 - Feb 2022 (7 months)

As a Customer Care Phone Agent, I provided effective solutions for Dashers experiencing delivery issues, ensuring a seamless experience and high customer satisfaction. I assisted Dashers with bill payments, guiding them through the process to resolve any concerns promptly. Additionally, my experience in outbound sales with AT&T Sales departments at Teleperformance enhanced my communication skills and ability to address customer needs effectively, contributing to a more comprehensive support experience for our clients.

C

Cost Analyst

Cost Management SAC

Oct 2019 - Sep 2021 (2 years)

Performed a wide range of administrative tasks using Microsoft Office and accounting/management platforms. Supported cost tracking, data analysis, and internal reporting. Gained in-depth insight into the financial and operational structures of various public and private companies through regular analysis and documentation. Also provided direct support to management by organizing documentation and accompanying the general manager to client meetings

A

Administrative Assistant

Jan 2016 - Jul 2017 (1 year 7 months)

Provided administrative support in a company managing six fuel stations, handling tasks like petty cash, invoicing, email coordination, and interdepartmental assistance. Later supported client communications, external paperwork, and accompanied the general manager to meetings with prepared documentation. Additionally, I utilized data reporting skills to compile and submit daily financial documents to the Directors Office, detailing daily income and expenses, as well as the revenue generated by each gas island and the corresponding deductions from bank accounts.

Edgar Giraldo

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