Administrative Support & Customer Service Specialist

Paula Alejandra Bernal Fonseca

Admini : Assi Cc Ss .__ Phone: +57-316-***-****

ministrative Assistant Customer Service Email: **************@*****.***

Specialist Support and Risk Specialist Location: Bogota D.C, Colombia

WORK EXPERIENCE

Customer Service, Acting Supervisor, Risk September 2022 - April 2026

Agent Concentrix

¢ Customer service and support, efficiently and promptly resolving inquiries, issues, and requests.

¢ Creating, managing, and tracking tickets to ensure cases are properly escalated to specialized

departments.

¢ Coordinating with internal departments to ensure quick and effective solutions for the customer.

¢ Operational supervision as a deputy supervisor, ensuring compliance with internal processes and team

objectives.

¢ Reviewing and correcting payroll, validating changes, and reporting necessary adjustments to the

payroll department.

¢ Continuously monitoring team performance using KPIs, implementing improvement strategies and

action plans.

¢ Development of action plans and follow-up to optimize team results and productivity.

¢ Investigation and analysis of financial disputes, evaluating transactions and applying risk and security

criteria.

¢ Protecting and securing accounts by validating suspicious activity and preventing fraud.

¢ Approving or rejecting disputes in accordance with internal policies, ensuring accuracy and process

compliance.

¢ Supporting the training of new employees, answering questions, guiding processes, and assisting in

making the right decisions for case resolution.

Administrative Assistant / Customer Service February 2021 - December 2021

Moustache Jaasiel

¢ Provide customer service and support for the day-to-day operations of the barbershop, ensuring a well-

organized and efficient service experience.

¢ Supervise and monitor the quality of haircuts, verifying compliance with established standards.

e Handle cash transactions, process payments, and record daily revenue.

¢ Manage and process biweekly payroll for staff, ensuring order and accuracy in administrative processes.

Skills

¢ EnglishC1 ¢ Empathy ¢ Microsoft365 ¢ Jira ¢ Microsoft Teams

¢ Problem solving ¢ Teamwork ¢ Assertive e Administrative « CRM

e Time management ¢ Adaptability Communication Support ¢ Ticketing Systems

¢ Customer Management e Communication StaffTraining * Quality Controle Results-Oriented

¢ Attention to detail Canva ¢ Slack * Exchange ¢ Fraud Prevention

¢ Salesforce ¢ Notion

Academic Background

Universidad EAN

Barchelor of Arts in Modern Languages 2024 - Present

Myongji University,Seoul, South Korea

Summer Online Language Exchange Program July 2025 - August 2025

EF International Language Campus, Bournemouth, UK

C1 Advanced Certificate of Achievement January 2022 - June 2022

Liceo de Ciencia Y cultura Harvard

High School Degree 2020

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