Sandra Milena Albarracin Mendoza P r e m i u m S u p p o r t S p e c i a l i s

Director of written attention Customer Service

Enel Colombia

Nov 2017 - Sep 2024 (6 years 11 months)

Managed a team of 20 people, including scheduling, task allocation, and performance monitoring to deliver high-quality customer service. Handled complex omnichannel cases following workflows and management guidelines, escalating issues to other teams when appropriate. Utilized SAP and Salesforce daily to manage client files, track interactions, and generate reports. Communicated consistently with clients via phone, email, chat, and written correspondence to inform, advise, and guide them through their requests. Ensured the proper delivery of client services in accordance with company standards. Coordinated transactions using Salesforce, CRM, and SAP. Collaborated in multidisciplinary teams to drive initiatives aligned with service delivery,

Quality Control Analyst

Enel Colombia

Jan 2017 - Nov 2017 (11 months)

- Led problem resolution efforts and contributed to investigations and root cause analyses of quality issues. - Prevented and managed non-conformities to ensure compliance with standards. - Provided feedback and coached Operations and Support teams on quality matters and Operational Monitoring findings. - Ensured the proper delivery of client services in line with quality expectations. - Reviewed and monitored the accuracy of customer case responses, ensuring compliance with regulatory standards and internal procedures, which enhanced my legal writing skills through the drafting of structured reports and formal communications. - Managed case documentation and workflow organization in digital platforms, developing transferable skills

Service Specialist

Enel Colombia

Feb 2014 - Dec 2016 (2 years 11 months)

Managed the entire customer complaints process, from receipt to resolution, ensuring timely, clear, and satisfactory responses. Analyzed the root causes of complaints to identify areas for improvement and contributed to the optimization of procedures. Ensured the proper delivery of client services in line with quality standards. Proposed technical strategies and managed procedural workflows. Mediated conciliation with clients and scheduled strategy meetings to address concerns. Analyzed service issues and implemented effective solutions to resolve them efficiently. Processed service requests, updates, and changes in internal systems and CRM platforms. Documented all customer interactions and maintained accurate records in the system. Collab

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Legal Assistant

Sutrabajo Sas

May 2012 - Jul 2012 (3 months)

- Handled incoming and outgoing mail and managed electronic messages efficiently. - Dealt with judicial officers (secretaries, judicial agents) and carried out multiple legal procedures with precision. - Monitored and prepared legal documents under the supervision of external lawyers, ensuring compliance with legal standards. - Maintained and followed up on case files in collaboration with lawyers, enhancing communication and workflow. - Utilized Smart Advocate for effective case management, which included organizing and tracking client interactions, maintaining detailed case records, and coordinating deadlines and meetings to ensure efficient and timely legal service delivery. - Implemented CRM strategies to enhance client communicati

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Q&A’s Coordinator

Rediba

Jan 2012 - Nov 2013 (1 year 11 months)

Acted as legal and technical expert in waste management services, representing the company in front of clients and administrative authorities. Handled constitutional rights protections (tutelas) and managed legal administrative procedures (Q&A's and appeals). Managed the team and contributed to the execution of departmental tasks while supervising client accounting operations. Handled customer Q&A's in front of administrative authorities and participated in the development and implementation of improvement strategies. Managed administrative appeals and supervised customer service operations. Advised on the drafting of the service operation contract, standard terms and conditions contract, concession contract, subsidy, and contribution trans

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Telemarketing Agent

Atento Teleservicios España S.A

May 2010 - Jan 2012 (1 year 9 months)

Provided customer support during night shifts for Movistar Spain clients; verified, recorded, and updated customer data and billing information. Promoted telecommunication packages and handled customer objections professionally. Responded to service-related inquiries and resolved complaints efficiently. Processed requests for changes in service plans, billing adjustments, and technical support. Maintained accurate records of customer interactions using internal CRM systems. Achieved performance targets related to call handling time and customer satisfaction. Managed and updated client records in CRMs and gained experience using Avaya.

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Store Manager

Tienda de Calzado,

Jan 2006 - May 2010 (4 years 5 months)

- Monitored sales, profitability, and results while managing customer relationships to enhance overall store performance. - Supervised deliveries and managed store inventory to ensure optimal stock levels. - Additionally, supported customer service teams in resolving complaints and handling service requests, which contributed to maintaining high client satisfaction and compliance with company policies and procedures. - Developed key skills that closely align with effective case management by overseeing daily operations, supervising a team, and managing customer issues. Each customer concern or internal incident functioned like a ‘case,’ requiring me to collect relevant information, document interactions, propose and implement solutions,

Sandra Milena Albarracin Mendoza

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