Laura Alejandra Herrera Arias

Laura Alejandra Herrera Arias

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Call Center Customer Service Representative | Microsoft Office Suite | Customer satisfaction
Valle del Cauca Department, Colombia
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Résumé

Jobs verified_user 0% verified
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    CUSTOMER SUCCESS & ONBOARDING SPECIALIST public Remote experience
    StarBoost (Remote, Romania-based agency)
    Feb 2025 - Current (1 year 3 months)
    As a Customer Success & Onboarding Specialist, I led client onboarding processes by meticulously following standard operating procedures (SOPs), ensuring a smooth experience across platforms. I served as the first point of contact via Slack, managing weekly tasks such as review generation and database updates, conducting performance reviews, and maintaining documentation to support process optimization and KPI alignment. My role involved leveraging skills akin to virtual assistance, as I communicated daily with clients and ensured all tasks were completed accurately through structured workflows. Additionally, I coordinated client growth initiatives, which required a high level of attention to detail and organizational skills, similar to man
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    CUSTOMER SPECIALIST
    VOLUME LICENSING Teleperformance (Microsoft campaign)
    Sep 2024 - Current (1 year 8 months)
    Provided english phone support for companies with Volume Licensing agreements with Microsoft, handling issues within the Admin Center portal and Business Center portal.
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    QUALITY ANALYST SUPERNUMERARY
    ACCOUNTS & BILLING Teleperformance (Microsoft campaign)
    Jun 2024 - Sep 2024 (4 months)
    Creating performance reports, monitoring key indicators such as response times, customer satisfaction, and procedural compliance to ensure agents follow established protocols and provide high quality service.
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    CUSTOMER SPECIALIST
    ACCOUNTS & BILLING Teleperformance (Microsoft campaign)
    Sep 2022 - Jun 2024 (1 year 10 months)
    Provided english chat support for Microsoft users, handling subscriptions and account issues. Ensured high customer satisfaction with strong problem solving and communication skills.
Education verified_user 0% verified
  • T
    PROFESSIONAL IN SUSTAINABLE TOURISM ADMINISTRATION
    Technological University of Pereira (UTP)
    Jan 2016 - Jan 2021 (5 years 1 month)
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    CERTIFICATE OF ACADEMIC KNOWLEDGE IN ENGLISH B2
    American Colombo
    Jan 2014 - Jan 2015 (1 year 1 month)
Projects (professional or personal) verified_user 0% verified
  • V
    Content creation for social media
    Various local businesses
    Jan 2020 - Current (6 years 4 months)
    In my role focused on content creation for social media, I developed creative scripts and produced and edited videos that emphasized storytelling and digital marketing strategies. I provided personalized consulting on content strategy and visual communication, ensuring that each project aligned with client objectives. Additionally, I leveraged my customer service skills to enhance client interactions; I communicated effectively with clients to understand their needs, gathered feedback, clarified project details, and made necessary revisions based on their requests. This experience honed my abilities in clear communication, active listening, and expectation management. Furthermore, while my primary focus was on content creation, I engaged in