Claudia Alexandra Carlos La Fuente Executive Assistant | Operations

HR Coordinator

Callnovo

May 2025 - Current (1 year 1 month)

Coordinate HR and people operations supporting customer service teams serving U.S.-based clients. - Manage onboarding documentation, contract tracking, and compliance processes ensuring accuracy and policy alignment. - Act as primary point of contact for employee inquiries, improving communication clarity and issue resolution turnaround. - Support performance management by coordinating information between Quality, Operations, and Management teams. - Assist workforce organization, scheduling coordination, and internal communications. - Utilized CRM tools to evaluate how Customer Service agents interacted with the tool during their service delivery, providing insights to enhance agent performance and client satisfaction.

QA Analyst for CS

Callnovo

Dec 2024 - May 2025 (6 months)

Evaluated customer service interactions for U.S.-based programs to ensure adherence to quality standards and policies. - Assessed performance across empathy, ownership, accuracy, professionalism, and resolution effectiveness. - Identified coaching opportunities and reinforced best practices in honest communication, expectation setting, and hold management. - Applied deep process knowledge to improve agent accuracy and customer experience consistency.

P

Costumer service

Prontocardio LTDA

Jul 2018 - Oct 2024 (6 years 4 months)

Managed appointment scheduling, doctor coordination, and client communication for a specialized cardiology clinic handling ~30+ clients monthly. - Served as primary point of contact, resolving scheduling disruptions and retaining clients through alternative solutions and service recovery. - Processed payments, billing coordination, and monthly financial reconciliation using Excel tracking systems. - Designed and maintained an Excel tracker monitoring medical studies, responsible doctors, and billing charges to improve operational control. - Supported revenue distribution among associates and maintained accurate documentation. - Acted as sole staff member during clinic launch, managing reception, administration, and customer service o

D

Marketing & Customer Support Assistant

DXN Bolivia SRL

Sep 2016 - Feb 2017 (6 months)

Managed high‑volume inbound communication via phone, WhatsApp, and Facebook as first point of contact for clients and distributors. - Supported purchase inquiries, product education, and order‑related assistance across channels. - Promoted to Marketing team based on performance and reliability. - Coordinated logistics for a large‑scale company anniversary event, collaborating with internal teams and external vendors.

C

Technical Assistance Facilitator

CIPCA

Mar 2015 - Sep 2015 (7 months)

As a Technical Assistance Facilitator, I trained and mentored young Indigenous participants in developing regional legislative proposals and advocacy initiatives. I facilitated workshops focused on communication, rights awareness, and problem-solving, empowering participants with essential skills. Additionally, I supported Annual Operations Program (AOP) planning by translating strategic goals into measurable activities and timelines, ensuring clarity and direction in our initiatives. I assisted in organizational restructuring through thorough documentation and coordination support. My experience in managing travel logistics for multi-city NGO operations allowed me to effectively plan and coordinate accommodations and transportation, ensuri

T

Consultant

Tribunal Departamental Electoral

Feb 2014 - Dec 2016 (2 years 11 months)

As a Consultant, I managed and submitted hiring documentation for approximately 3,000 temporary staff, ensuring regulatory compliance throughout the process. I trained zone coordinators and helpers on documentation standards and operational procedures, fostering a clear understanding of expectations. Additionally, I conducted final document reviews, which significantly reduced submission errors and processing delays. I managed the main election-day hotline, effectively handling voter inquiries, incident reports, and providing support to coordinators. I resolved payment issues by identifying missing documentation and guiding providers through resolution steps. My experience in managing high-volume documentation processes and coordinating tea

O

Technical Assistance Facilitator

ONG CEJIS

Jan 2011 - Jan 2013 (2 years 1 month)

As a Technical Assistance Facilitator, I trained and mentored young Indigenous participants in developing regional legislative proposals and advocacy initiatives. I facilitated workshops focused on communication, rights awareness, and problem-solving, empowering participants with essential skills. Additionally, I supported Annual Operations Program (AOP) planning by translating strategic goals into measurable activities and timelines. I assisted in organizational restructuring through documentation and coordination support. My role also involved planning and coordinating multi-city NGO operations, where I managed travel logistics, including accommodations and transportation, to ensure the smooth execution of workshops, training sessions, an

Claudia Alexandra Carlos La Fuente

About

Detail

Timeline

Résumé