Customer Service/Language Professor

CHEDANIA MALIA SANCHO LAZO

+630********** / Pasig, Metro Manila

www.linkedin.com/in/cmsl / ********@*****.***

Over 2 years of experience in Customer Service and Sales. Proficient in Spanish, English and Portuguese. Skilled in Computer and MS Office. Bachelor's Degree in Tourism Management (Top fifth). Committed person and achievement oriented. Multitasking, problem-solving and leadership skills. Flexible and patient person. WORK EXPERIENCE

Teleperformance – Lima, Peru

Bilingual Customer Service Representative: English-Spanish (January to August 2022)

- Solve queries and problems by phone, chat and email using Zendesk and Kustomer platforms.

- Demonstrate proper knowledge and use of departmental resources, policies and procedures.

- Maintain acceptable call times and email handling time, while remaining friendly and informative. Achievement: Surpass the goal of solving more than 24 tickets per day, making up to 34 tickets. Bridgescentro – Lima, Peru

Customer Service and Collections Responsable (September to December 2021)

- Present monthly reports and carry out satisfaction surveys on a quarterly basis (around 200 clients).

- Register, update and database debugging (500 clients) using MS Office and CRM platform.

- Make calls for service compliance, overdue payments and assist with troubleshooting. Achievement: I implemented procedures to organize the areas and reduce time for customer inquiries. Comercializadora & Servicios VEFLO – Lima, Peru

Administrative assistant (December 2020 to August 2021)

- Issuance of quotes for products and services.

- Organization of financial and human resources documents.

- Document quality control, typing and scanning of documents. Achievement: I implemented a strategy to reduce time-out and increase efficiency. Freelance work – Lima, Peru

Professor of English (August 2020 to July 2021)

Provide English classes at an intermediate level for undergraduate students. Walt Disney World – Orlando, United States

Merchandiser & Customer Service (December 2018 to February 2019)

- Attention to more than 70 clients per day. Provide information and quick solutions.

- Handling cash manually and the POS system. Bagging, organization and replenishment of stock.

- Interpretation between Spanish speaker customers and English coordinators and colleagues. Achievement: Recognition for making customer experiences better and unique. Freelance work – Lima, Peru

Professor of English (June to November 2015)

Teaching the basic and intermediate level of English on my own initiative to my colleagues that came from rural areas where access to this course is scarce. STUDIES

Federal University of Minas Gerais - Minas Gerais, Brasil Academic exchange - Sustainable Tourism (August to December 2019) Portuguese: Score 94 out of 100 Faculdade de Letras San Ignacio University - Lima, Peru

Tourism Management - Top Fifth (May 2015 to December 2020) English: Advanced level; Typing speed: 50 WPM.

Thesis: Tourist Image of the Huaca Pucllana applying content analysis. ACHIEVEMENTS

- 1st place for the most innovative tourism project named “Todito Peru” (2021).

- Scholarship granted by PRONABEC (2015).

- Deputy Mayor of the School Municipality (2014).

- Second place in the Spelling Bee (2013).

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