Paula Andrea Buitrago Holguin

Customer Service Representative - Appointment Setter - Healthcare Assistant

Omega Healthcare

Jan 2025 - Current (1 year 6 months)

Answered incoming patient calls and resolved basic questions about services and appointment schedules. Recorded detailed notes for each interaction in the EPIC system and electronic medical records. Verified patient personal information, insurance policy details and eligibility prior to scheduling appointments. Maintained high levels of quality, adherence to call scripts and customer service standards.

F

Residency Leader & Mentor

Fanzineta Residency, Ministry of Culture

Sep 2024 - Nov 2024 (3 months)

Led a national independent-publishing residency focused on fanzine creation. Mentored 15 emerging artists in editorial design, illustration and distribution strategies. Organized weekly workshops and a final public showcase that attracted 200+ visitors and distributed 300 fanzines.

T

Technical Support Mentor & Back-Office Specialist

Teleperformance (Apple campaign)

Aug 2023 - Aug 2024 (1 year 1 month)

Provided Tier-2 technical support for iOS, macOS and Apple Media & Services, achieving a 92% customer-satisfaction score. Led the nesting phase for four new-hire waves (80 agents total); designed knowledge-base articles and calibration sessions that reduced average handle time by 12%. Monitored quality metrics and delivered targeted coaching to ensure compliance with Apple standards.

C

Customer Service Representative

Concentrix (Assurant Best Buy & Geek Squad Canada campaign)

Jan 2023 - Jun 2023 (6 months)

Assisted customers with billing, cancellations, retention offers and membership services. Processed claims for insurance, extended warranties and protection plans with 98% accuracy. Managed account updates and follow-ups, contributing to a 15% reduction in repeat contacts.

I

Team Leader, Quality Analyst & Customer Service Representative

IGT Solutions (Radisson Hotels Americas campaign)

Jul 2020 - Dec 2022 (2 years 6 months)

Supervised a 25-agent team, overseeing scheduling, payroll queries and performance tracking. Conducted call-quality audits and calibrations, increasing QA scores from 86% to 94%. Assisted guests with reservations, loyalty-program inquiries and issue resolution in English and Spanish.

Paula Andrea Buitrago Holguin

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