Paula P.
Senior Multichannel Customer Support Agent
Open to offersNew to PlatformPortfolios
About
Paula P. is an accomplished Contact Center Agent with over five years of experience in multichannel customer service, excelling in sectors such as finance, technology, and market research. Based in Bogotá, Colombia, she has demonstrated proficiency in managing a high volume of interactions via chat and email, effectively resolving cases, and providing post-sale support. In her roles at Foundever and Wallapop, she expertly handled 130 to 150 daily contacts, enhancing resolution times by 30% through strategic escalation and root cause analysis, achieving a QA performance above 95%. At Teleperformance with Uber Eats, Paula sustained an SLA above 98%, handling up to four active chats while contributing to retention strategies that decreased cancellations by 15%. Her role at Catchers Agency involved the management of digital campaigns and market research, achieving a 25% increase in conversions. Paula is skilled in tools like Salesforce, Zendesk, and Microsoft Suite, underscoring her capacity for comprehensive case management and customer relationship handling through robust CRM capabilities.
Experience
Contact Center Agent – Multichannel Customer Service
Foundever | Wallapop · 2025 — 2025Managed a high volume of interactions via chat and email, addressing between 130 and 150 contacts daily. Resolved cases related to accounts, payments, listings, shipments, and disputes with complete record keeping in CRM. Escalated incidents to the second level in a timely manner, achieving a 30% reduction in resolution times, and identified root causes that decreased repeat contacts by 20%. Maintained quality indicators with QA scores above 95% along with metrics for SLA and CSAT.Contact Center Agent
Teleperformance | Uber Eats · 2024 — 2024Provided multichannel support to users, merchants, and delivery personnel via chat, email, and calls, regarding orders, refunds, payments, and cancellations. Handled up to four active chats and calls simultaneously during peak demand. Achieved SLA compliance exceeding 98% and quality evaluations above 95%. Recorded and tracked cases in CRM, while supporting retention strategies that helped reduce cancellations by 15%.Agent
Catchers Agency | Advertising Campaigns and Market Research · 2022 — 2023Oversaw the planning, execution, and optimization of digital campaigns for various brands. Analyzed key metrics such as CTR, CPC, conversion rate, and ROI through internal dashboards. Designed and conducted qualitative and quantitative studies, processing databases containing over 1,500 records per project, and created strategic reports for commercial areas. Improved segmentation practices and standardized reporting, resulting in a 25% increase in conversions and a 20% reduction in delivery times.Agent
Construcciones y Reparaciones Locativas Rozo y Cía. Ltda. · 2020 — 2022Handled daily call center activities receiving between 50 and 80 calls for quotations, scheduling, and service follow-ups. Managed work orders and coordinated with technical teams. Assisted in increasing recurring sales by 18% through personalized advice and post-sale follow-up. Recorded and monitored requests in internal databases.Agent
Banco de Bogotá · 2019 — 2020Managed a portfolio of over 200 active clients, providing comprehensive advice on insurance and personal, student, and vehicle credit products. Surpassed monthly commercial targets by over 100%. Followed up on post-sale services and strengthened client relationships to enhance customer loyalty.
Skills & Expertise
Education
- Technical in Commercial Advisory and Operations of Financial EntitiesSENA · 2019 — 2020
- Applied Financial Administration for MicroentrepreneursSENA · — — 2020
- Academic BachelorTecnisistemas · — — 2019
Interested in this professional?
Sign in as an employer to save this profile or invite Paula P. to a job.
Sign in as an employer