Luisa M.
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Luisa M. G. is an experienced Administrative Assistant with a background in customer service and a Technologist diploma in Administrative Management. She has demonstrated proficiency in organizing patient schedules and managing medical agendas, equipped with an intermediate level of Excel and Google Sheets. During her tenure at Sutherland, Luisa managed an average of 20-25 customer calls daily, maintaining a 90% satisfaction KPI, and skillfully using CRM tools to streamline sales coordination and client follow-ups. Previously, at Sociedad Quirúrgica del Occidente, she adeptly organized schedules for multiple specialists and ensured database accuracy. Luisa has also gained valuable experience with internal systems and data management at F&F Forero Consultores and SENA, where she managed extensive datasets and handled important administrative tasks, including scheduling and documentation control. Her ongoing effort to improve her language skills is demonstrated by her pursuit of completing an English course with Smart.
Experience
Account Administrator
Sutherland · 2025 — 2026Handled an average of 20 to 25 calls daily, ensuring customer satisfaction metrics met expectations. Managed the appointment scheduling system for clients experiencing issues, coordinating with the appropriate department and providing support. Utilized email and Teams for process escalation with relevant departments. Achieved over 86% compliance with work schedule, even when supporting colleagues. Operated CRM in the Micro Voice area for sales tracking and ensuring proper order delivery.Administrative Support
Sociedad Quirúrgica del Occidente · 2025 — 2025Organized the schedules of over six specialist physicians, overseeing patient follow-up and management. Kept database information current to inform clinic and private appointment times, preventing schedule conflicts. Conducted outreach to patients who missed appointments via phone and official communication channels. Responded to patient inquiries through phone calls and corporate WhatsApp, providing empathetic assistance.Administrative Support
F&F Forero Consultores · 2024 — 2024Processed over 100 employee incapacity reports daily with the corresponding EPS to keep database updated. Coordinated remote communication for filing incapacity claims unable to be submitted online. Learned internal systems within two days and assisted in data management for incapacity records. Recorded and updated the status of submissions in shared spreadsheets, informing the company of process developments.Administrative Support
SENA – Servicio Nacional de Aprendizaje · 2023 — 2024Updated databases for over 100 apprentices potentially at risk of dropping out, monitoring their current status and notifications sent. Scheduled and managed the agenda for human talent coordinators, conducting approximately five committee meetings daily while adhering to established timings. Oversaw the submission and control of documents required for contractors' payment at month-end, ensuring timely payment to their bank accounts. Reviewed and updated more than 150 communications or PQRS in SENA's internal software daily, maintaining continuous response time consistency.
Skills & Expertise
Education
- Technologist in Administrative ManagementSENA – Centro de Gestión Administrativa · 2021 — 2023
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