Melissa
About
Detail
Bilingual Service Desk Representative | Back Office and Escalation Specialist | CRM and Data Management
Bogota D.C., Colombia
Résumé
Jobs
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Back Office Representative public Remote experienceIntouchCXFeb 2023 - Jun 2026 (3 years 5 months)• Managed customer inquiries, complaints, and service requests across multiple channels. • Processed documentation, updated CRM records, and ensured data accuracy. • Supported onboarding, product presentations, and service cancellations. • Acted as Trainer and CSR2 backup, ensuring program quality and compliance. • Collaborated with internal teams to resolve escalations and maintain service standards.- Logistics CoordinatorLean Solutions GroupAug 2022 - Jan 2023 (6 months)• Prepared, reviewed, and organized documentation for logistics operations. • Monitored shipment status and communicated updates to clients and supervisors. • Ensured compliance with company policies, safety regulations, and quality standards. • Delivered administrative support to meet operational goals and client expectations.
- Customer Service RepresentativeIntouchCXMay 2020 - Aug 2022 (2 years 4 months)• Handled customer inquiries, complaints, and suggestions across phone, email, and chat channels. • Performed customer onboarding, data retrieval, and service cancellation processes with accuracy and efficiency. • Maintained updated records in CRM systems and supported operational workflows in a fast‑paced environment.
- Back Office RepresentativeTeleperformance ColombiaApr 2017 - Feb 2020 (2 years 11 months)• Supported back‑office operations by issuing sales and service reservations for a low‑cost airline. • Managed administrative tasks such as data collection, validation, and documentation review. • Prepared sales reports, handled daily balances, and ensured accurate transaction closure. • Assisted internal teams by maintaining updated records and ensuring compliance with company procedures.
Education
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- Trabajo social, Social WorkUNIMINUTO ColombiaJan 2019 - Jan 2022 (3 years 1 month)