Carolina C.
Mid-Level BPO Customer Service Specialist
Open to offersNew to PlatformAbout
Maria C. is an experienced customer service professional based in Bogotá, Colombia, with over five years in the BPO industry. She has held key roles at Omega Healthcare, Optum, and Teleperformance, where she managed client interactions, supported data analysis, and maintained platform operations within the healthcare and home security sectors. Her responsibilities have included scheduling appointments, recording interactions in systems like EPIC and Salesforce, escalating complex cases according to protocols, and providing detailed information on services and company policies. Maria holds a professional degree in Business Informatics from Corporación Universitaria de Colombia Ideas and is proficient in Google and Microsoft suites, including Excel, Word, PowerPoint, Power BI, and Google Sheets. She has also delivered personal classes in Excel and English and has prior teaching experience in Informatics across various schools.
Experience
Customer Service Representative
Omega Healthcare · 2025 — 2026Logged each interaction using Salesforce and EPIC. Handled scheduling, rescheduling, and cancellation of appointments at designated hospitals. Facilitated communication between patients and their physicians. Registered new patients and assisted with escalation cases to relevant departments.Customer Service Representative
Optum · 2021 — 2024Detailed all interactions within the specific company system while executing final procedures in health assistance. Informed customers regarding services, policies, and procedures to assist in decision-making concerning health plans. Adhered to company quality standards and recognized cases requiring specialized attention, escalating high-level issues to the appropriate supervisors. Conducted data analysis on invoice details and provided maintenance support for internal platforms.Customer Service Agent
Teleperformance · 2019 — 2021Acted as a secondary contact for customers reporting appliance-related issues, following specific procedures and standards. Communicated information about the company's services, policies, and procedures, aiding customers in making informed decisions. Identified specialized situations and escalated complex cases to the appropriate supervisory teams.
Skills & Expertise
Education
- Professional degree in Business InformaticsCorporación Universitaria de Colombia Ideas
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