Paola Carolina Dipp Vaca

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Customer Service Representative

CALLNOVO – BTOCC SRL

Sep 2024 - Apr 2025 (8 months)

As a Customer Service Representative, I addressed inquiries, resolved complaints efficiently, processed orders accurately, and provided detailed service information, fostering positive interactions and enhancing customer satisfaction through clear communication and proactive problem-solving. Additionally, I undertook user administration tasks, which included updating client records, managing account details, and ensuring data accuracy, all of which contributed to a smooth customer experience. My experience in a hybrid environment further strengthened my communication, problem-solving, and administrative skills in a fast-paced setting, allowing me to deliver exceptional support consistently.

Cold Caller

HYPR Service

Jul 2024 - Sep 2024 (3 months)

Called clients to qualify them and explain the benefits of selling their properties, using the CRM System, and meeting metrics and KPIs.

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Appointment Setter

Simera Human Capital LLC

May 2024 - Jul 2024 (3 months)

As an appointment setter for health insurance companies, the primary responsibilities will include: - Prospecting and Outreach: Contact potential clients to introduce our medical insurance products, which adhere to current legal standards and offer robust coverage options. - Lead Qualification: Assess the needs of potential clients to determine their eligibility for different insurance plans, ensuring they meet all legal criteria. - Appointment Scheduling: Coordinate and schedule appointments for our sales team to discuss personalized insurance solutions and compliance with healthcare laws. Additionally, I provided email support, ensuring clear communication with prospects and timely follow-ups. By effectively managing outreach through col

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Sales Representative

ICPG (Mediator Las Group Gershfeld Law Group)

Jan 2024 - May 2024 (5 months)

• Managed inbound and outbound calls, focusing on sales support by pre-qualifying leads before forwarding them to the sales department. • Screened the calls and asked the pre-qualifying questions to ensure effective lead qualification. • Used Vici Dial to handle calls efficiently and update customer records in real time. • Collaborated with team members through Microsoft Teams, ensuring smooth communication and task alignment, which contributed to a streamlined sales process and improved lead management across the organization.

Sales Representative

ProtopVA

Sep 2023 - Nov 2023 (3 months)

• Made sales to potential clients and customers existing in the Clickup database. • Engaged in prospecting and cold calling to generate new business opportunities. • Offered the services provided by the company, created reports in CRM Clickup, and generated sales reports while successfully closing sales. Scheduled and set up appointments to facilitate client meetings. Additionally, provided chat support in a previous role at PortopVa, ensuring fast and accurate responses to customer inquiries, which enhanced overall customer service and satisfaction.

Call center specialist

Telecom Networks

Jun 2023 - Sep 2023 (4 months)

Call Screener

Telecom Networks

Jun 2023 - Sep 2023 (4 months)

• Managed incoming calls for an organization, screening and directing them appropriately. • Assessed callers' needs, determined the urgency of their requests, and filtered out irrelevant or spam calls by gathering essential information to facilitate efficient call routing and enhance overall communication. • Leveraged experience from my role as a Call Center Support Representative at Telecom Networks, where I handled high volumes of incoming calls, qualifying and routing leads to the sales department. • Provided real-time chat support, ensuring customer concerns were addressed quickly and professionally, which enhanced my ability to manage multiple communication channels effectively. • Engaged in user administration tasks, including

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Virtual Office Assistant

Virtual Latinos

Jan 2023 - Apr 2023 (4 months)

As a Virtual Assistant for our law firm, I've provided administrative support, managed client communications, scheduled appointments, and handled document preparation. I've excelled in maintaining confidentiality, organizing legal files in Filevine, and assisting attorneys with case management, ensuring efficient and compliant office operations. Other tasks included answering emails from Gmail and handling phone calls from customers using RingCentral, as well as responding to calls from different law firms and uploading information in Filevine. I've utilized the Botmaker App to follow up and chat with customers, troubleshooting as needed. I scheduled appointments using Google Calendar, managed billing, and created invoices. Additionally, I

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Customer Success Specialist

XpressRun

Sep 2022 - Dec 2022 (4 months)

• Tasks performed as a customer success specialist include maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, and training clients, and providing insights on client-to-business interactions. Additionally, I improved customer experience through product support and handled customer complaints and requests. Furthermore, I utilized content strategy skills to create new content for the website and social media accounts, enhancing our online presence and engagement with clients.

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Quality Assurance

Encora

Mar 2021 - Aug 2022 (1 year 6 months)

- Reviewed and analyzed system specifications to ensure quality standards were met. - Created logs to document testing phases and defects, employing manual testing and ISTQB concepts. - Utilized Jira and other software applications for effective problem-solving, demonstrating the ability to recognize and assess issues quickly, identify alternatives, prioritize, and escalate as necessary to achieve resolution. - Conducted screening and validation through the database and system logs, analyzing, discussing, and reporting defects and variable defects logged by junior testers and the internal system, while reviewing defect reports. - Followed test processes and Agile methodology, providing timely reports to management for assigned projects.

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Customer Service Representative

Home Seller Support

Sep 2019 - Dec 2019 (4 months)

• Answered cold and warm calls on a multi-line phone system and transferred calls to the appropriate supervisor or sales representative. • Responded to emails from customers and vendor inquiries and issues quickly and effectively. • Generated reports on the Podio app and used the Xencall app to answer phone calls. Additionally, I utilized user administration skills to manage client data effectively, ensuring accurate record-keeping and tracking interactions. My experience as a Virtual Assistant and Call Center Representative at Virtual Latinos allowed me to support a real estate company by managing inbound and outbound calls, qualifying leads, and maintaining strong client relationships through CRM tools like HubSpot. My proactive commu

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Customer Service Representative

Skyline Concrete Coating

Mar 2019 - Aug 2019 (6 months)

• Answered calls, replying to emails regarding customer and vendor inquiries and issues quickly and effectively. • Generated reports on GoHighlevel CRM to present decision-makers with valuable data. • Wrote email messages, memos, and business letters for management and proofread all documentation to provide error-free correspondence. Improved office efficiency by managing client correspondence, record tracking, and data communications. • Created and maintained spreadsheets and developed administrative reports. • Supported office operations, managed client correspondence, ensured record tracking, and handled internal communications. Additionally, I contributed to content strategy by creating engaging posts for the Facebook page and a

Paola Carolina Dipp Vaca

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