Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

MARÍA GABRIELA ORDÓÑEZ VIALES

Belen

Summary

Dynamic and results-driven professional with a proven track record at 3M, excelling in operational efficiency and customer satisfaction. Adept at problem-solving and fostering collaboration, I developed SOPs and led training initiatives, enhancing team performance. I am commited to keep exceeding my goals and strive to become a role model.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Patient contact representative PCT

3M
08.2021 - Current
  • Support the PLS department in various return processes, enhancing operational efficiency.
  • Act as Subject Matter Expert (SME) in PLS, leading training for new hires.
  • Identified opportunities for process improvements within the contact center environment.
  • Developed Standard Operating Procedures (SOPs) for the account, streamlining processes.
  • Managed projects focused on skill development and team enhancement.
  • Contributed to Confluence development for better knowledge sharing and documentation.
  • Participated in the APU program to further professional growth.

Customer Service Representative

CONCENTRIX
11.2020 - 08.2021
  • Managed repair service requests through order tickets, ensuring prompt resolution.
  • Encouraged customers to fulfill payment obligations and established payment arrangements.
  • Processed payments via credit cards and checks, maintaining accuracy and security.
  • Created orders for new services, contributing to company growth.
  • Consistently achieved daily tasks with excellent accuracy through effective phone communication.

Collector Agent NAM Region

CONVERGYS
10.2012 - 12.2016
  • Explained payment processes and disclosed billing information to customers clearly and effectively.
  • Provided technical support and served as a Key Accounts Collector Agent, fostering strong relationships with key customers.
  • Conducted monthly calls with Accounts Payable departments to ensure smooth operations.
  • Executed accounting entries for payments received, adhering to company policies for data integrity.
  • Confirmed and modified customer master data changes in line with company guidelines.

Education

BASIC ITALIAN -

Academia Europea
01.2004

ADVANCED ENGLISH -

Centro Intercultura
01.2002

HIGH SCHOOL DIPLOMA -

Liceo Ing. Manuel Benavides
01.1999

SYSTEM ENGINEER - 14 COURSES

Universidad Hispanoamericana

Skills

    Strong Problem-Solving Abilities: Capacity to quickly analyze and resolve issues, ensuring smooth operations and customer satisfaction

    Exceptional Customer Service: Proven track record of delivering outstanding support to both internal and external users, enhancing engagement and satisfaction

    Technical Proficiency: Proficient in MS Office and internet applications, with the ability to understand and navigate technical and financial information effectively

    Adaptability Under Pressure: Ability to thrive in fast-paced environments while meeting objectives and maintaining high-quality standards

    Collaborative Team Player: Excellent aptitude for teamwork, contributing positively to group dynamics and project success

Languages

Spanish
First Language
English
Advanced (C1)
C1
Italian
Elementary (A2)
A2

Certification

  • Six Sigma White & Yellow
  • DMAIC
  • Future Leadership Curricula, completed 2023-2024

Timeline

Patient contact representative PCT

3M
08.2021 - Current

Customer Service Representative

CONCENTRIX
11.2020 - 08.2021

Collector Agent NAM Region

CONVERGYS
10.2012 - 12.2016

BASIC ITALIAN -

Academia Europea

ADVANCED ENGLISH -

Centro Intercultura

HIGH SCHOOL DIPLOMA -

Liceo Ing. Manuel Benavides

SYSTEM ENGINEER - 14 COURSES

Universidad Hispanoamericana

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MARÍA GABRIELA ORDÓÑEZ VIALES