Laura Carolina Ruiz Cortés
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Medical Interpreter at Lsa
Bogota D.C., Colombia
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Résumé
Jobs
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- ICSAM - Customer Success Account ManagerIbpJan 2022 - Feb 2022 (2 months)- Customer Success Manager responsible for developing customer relationships that promote retention and loyalty. Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Operations ManagerTaskUsJan 2022 - Apr 2022 (4 months)- Direct contact with the client in order to decide, manage and maintain KPIs and SLAs Provide the clients the best customer experience in order to expand and improve our operations. - Manage budget, billing and ramp-ups for the direct client Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin.- LMedical InterpreterLsaJan 2022 - Current (3 years 6 months)
- Account ExecutiveTeleperformance SpainDec 2020 - Sep 2021 (10 months)- Transmit the company values through leading by example and demonstrating it in every interaction. - Support, motivate, evaluate, develop, and coach supervisors to continually meet and exceed their individual/team targets. - Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Participate with internal departments to meet client's deliverables Attend internal & external call calibration sessions. Plan strategies to help improve and boost the financial section of the campaign through the increment of NPS.
- Team Supervisor ManagerTeleperformance SpainOct 2019 - Dec 2020 (1 year 3 months)- Ensure 80% of the shift is spent managing the team. Complete regular monitorings of the teams handled contacts and provide appropriate feedback, coaching and education to ensure interpreters meet the client requirements. - Provide "real time" support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
- Medical InterpreterTeleperformance SpainSep 2018 - Oct 2019 (1 year 2 months)- Acquire medical knowledge in order to provide the most accurate and complete possible renditions to both patients and doctors. - Maintain a professional tone and remain in the interpretation line without providing personal or individual perception of the situation. - Self – learnt medical abilities to assure the most adequate interpretation services. Keep medical information confidential to protect the company's liability.
- Financial and Sales AgentScotiabankSep 2017 - Sep 2018 (1 year 1 month)- Provide clear information about credit and debit cards and bank statements with all due discretion. - Sell and administer services provided directly from the bank. - Retain and handle difficult customers using the required soft and hard skills. Update knowledge about financial changes marked directly by the bank.
- Sales and Retention RepresentativeCallzillaJan 2017 - Sep 2017 (9 months)- Handle and carefully respond to all inbound and outbound customer inquiries. - Provide excellent customer service through active listening. Treat sensitively all confidential customer information. Update precisely records in required systems. Deliver clear instructions.
- Tech and Customer Service ExpertConvergysJan 2014 - Nov 2015 (1 year 11 months)- Provide technical help to customers Treat sensitively all confidential customer information. Update precisely records in required systems. Deliver clear instructions.
Education
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- EBilingual Certificate C2EF Standard English Test (EF SET)Jul 2021
- Bachelor's degree, FinanzasUniversidad del bosqueJan 2021 - Current (4 years 6 months)