Erika Rey
About
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Supervisora
Bogota D.C., Colombia
Timeline
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Résumé
Jobs
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- FCoach / Senior CoachFoundeverJan 2021 - Jan 2025 (4 years 1 month)• Lead a team of customer service agents, ensuring alignment with client expectations and company policies. • Responsible for payroll and salary management of team members. • Provided ongoing performance feedback and held team members accountable through structured one-on-one sessions. • Delivered continuous training to guarantee that agents understood and complied with company standards, procedures, and service protocols. • Acted as a mentor and support figure, fostering professional growth and team engagement. • Monitored key performance indicators (KPIs) and implemented improvement plans to enhance overall team performance. • Additionally, in my remote role, I took on virtual assistance responsibilities, providing dire
Coach - Sr CoachFOUNDEVER COLOMBIAFeb 2020 - Jun 2025 (5 years 5 months)As a Coach, I was responsible for providing feedback, following client alignments and requests, training new agents, and developing their sales skills. Additionally, I managed payroll for all my agents, utilizing a payroll platform to upload updates such as vacations, overtime, and other changes. I ensured alignment with Human Resources processes, keeping all employee information up to date and assisting with related procedures. Furthermore, I stayed informed about the financial aspects of the account, which involved determining the necessary headcount (GTA) and evaluating when it was appropriate to offer overtime or time off, thereby integrating financial management into my coaching role.- ACustomer Service & Scheduling CoordinatorANALIZAR – Automated Clinical LaboratoryApr 2017 - Jan 2020 (2 years 10 months)• Supervised, scheduled, and assigned patients according to their prepaid health plans or insurance policies. • Managed preparation instructions, lab appointments, and home service requests. • Coordinated the dispatch of home visits to lab staff. • Handled insurance authorizations with companies such as Colmédica, MedPlus, Famisanar, Coomeva, Allianz, Seguros Bolívar, Liberty, MetLife, and Mapfre. • Generated periodic reports and call center performance indicators. • Supported claims and appeals related to service agreements with partner companies. • Conducted follow-up calls to patients to track satisfaction and solve reported issues. • Additionally, in my remote role, I took on virtual assistance responsibilities, pr
- ICustomer Service RepresentativeINS INGENIERÍA ELÉCTRICAApr 2015 - Aug 2016 (1 year 5 months)• Handled inbound calls, provided product information, and guided customers through the purchase process. • Scheduled appointments and provided continuous customer support. • Managed filing and documentation tasks.
- IAdministrative AssistantINVERSIONES BQR S.A.SMay 2012 - Aug 2014 (2 years 4 months)• Managed inventory and ordered supplies from vendors for civil engineering projects, ensuring availability of materials. • Distributed personal protective equipment (PPE) and ensured compliance with safety protocols. • Provided reception support, managed phone calls, and maintained the internal database. • Organized and controlled company records and files.
Education
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- Bachiller TécnicaSmart AcademyJan 2021 - Sep 2021 (9 months)