Eliana Ochoa
Porto,13
Summary
Dynamic Senior Customer Care Representative with a proven track record at FREE NOW, excelling in complaint handling and fostering customer satisfaction. Leveraged analytical thinking and multilingual proficiency to enhance service delivery and streamline processes. Demonstrated adaptability and teamwork, significantly contributing to continuous improvement and client retention strategies. I excel at identifying areas for improvement, detecting issues, and ensuring efficient solutions. I’m eager to transition into a fully remote position in business or marketing, where I can bring my adaptability, analytical mindset, and passion for learning to a dynamic team.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Senior Customer Care Representative
FREE NOW
Remote
07.2021 - Current
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Implemented proactive solutions to consistently meet or exceed performance metrics and goals.
- Participated in continuous learning initiatives to stay current on industry trends and best practices.
- Fostered an environment of teamwork among peers through collaboration and open communication channels.
- Identify bugs, errors, and areas for improvement, contributing to process optimization and enhanced customer experience.
- Multitasking.
Administrative Assistant
VRTec & Cia S.A.S
Bogotá Colombia
11.2016 - 07.2017
- Managed inventory and ensured accurate stock levels to support business operations.
- Oversaw the distribution of advertising materials, including pamphlets, to increase brand visibility.
- Maintained organized records and facilitated smooth communication within the team.
Education
M.D. - Languages And Business Relations
University of Aveiro
Aveiro 09.2023 - Current
Bachelor of Arts - Languages Literatures And Cultures
University of Lisbon
Lisbon, Portugal 09.2018 - 05.2025
Skills
Call center experience
Complaint handling
Team motivation
Client retention strategies
Problem-Solving & Analytical Thinking
Attention to Detail
Communication & Multilingual Proficiency (Spanish - Native, English - C1, Portuguese - C1, Italian - A2)
Adaptability & Willingness to Learn
Exceptional communication
Problem resolution
Multitasking and organization
Task prioritization
Certification
The Complete Guide to HTML
Timeline
The Complete Guide to HTML
05-2024
M.D. - Languages And Business Relations
University of Aveiro
09.2023 - Current
Senior Customer Care Representative
FREE NOW
07.2021 - Current
Bachelor of Arts - Languages Literatures And Cultures
University of Lisbon
09.2018 - 05.2025
Administrative Assistant
VRTec & Cia S.A.S
11.2016 - 07.2017