Katherine Quiroga
Fortitude Valley,Australia
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
13
13
years of professional experience
Work History
Spa Salon Assistant/Assistant Spa Manager
The Thai Foot Spa
11.2020 - Current
- Assisted clients with retail purchases by providing product knowledge and recommendations based on their individual needs.
- Assisted in increasing spa revenue through effective upselling and promotion of additional services and packages.
- Improved efficiency of the spa operations by promptly greeting clients, managing their appointments, answering phones, managing incoming emails and addressing any concerns or inquiries.
- Managed inventory effectively, ensuring adequate stock levels while minimizing waste and costs.
- Trained new staff members on proper procedures, techniques, and customer service standards to maintain consistent quality across all services.
- Contributed to a positive work atmosphere by fostering strong relationships among team members through open communication and teamwork.
- Deliver professional wellness therapies, beauty, and massage treatments such as body scrubs, body wraps, therapeutic treatments, manicures, pedicures and other face and body treatments
Florist - Retail Sales
Rosita Flowers
12.2021 - 02.2023
- Provided consultation with clients to understand their needs and desires
- Increased sales revenue with exceptional customer service and upselling techniques.
- Developed loyal customer base through attentive service, expert advice, and consistent high-quality product offerings.
- Creating floral displays, wreaths and bouquets using flowers, plants, dried flowers, wire, tape, and foam — based on either your own designs, from design books or customers requirements
- Maintained fresh inventory through proper rotation, storage, and display methods.
- Reduced waste by accurately estimating materials needed for arrangements and repurposing leftovers in creative ways.
- Contributed to a positive work environment through collaborative problem-solving and supportive teamwork among staff members.
Executive Associate
Kygen Pty Ltd/Australia
06.2021 - 08.2021
- Complete a broad variety of administrative tasks that facilitate the CEO’s ability to effectively lead the organization
- Contribute with the website construction
- Contribute with the CRM construction
- Note: Role finished due to Pandemic
Customer Service Manager/Coordinator
Colsubsidio
04.2012 - 02.2019
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Lead the definition and communication of the mechanisms of attention to the client (policies, standards and service protocols) and answer for their respective compliance in the Company, designing and implementing indicators and controls
- Implemented quality control measures to maintain high standards of service and satisfaction across all touchpoints within the organization.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Increased team productivity by providing ongoing training and support to customer service representatives
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Major Achievement: Leading the customer service team in the company( credit and insurance)
- Best NPS, Satisfaction, Loyalty, and Customer service KPI’s in Credit and insurance
- Project manager for ‘Subsidiomania, Ser puntual paga’ and debt collection innovation ideas.
Analyst Credit and Insurance
Colsubsidio
01.2011 - 04.2012
- Collect and analyse business data and create new strategies and business plan with the team to achieve an appropriate collection of the accounts
- According with data and reports, analyse it and design plans to offer cross selling products, best conditions that help the customer and the business, creating relations for life.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Integrate multiple business process improvements, train new personnel and subcontractors to ensure the effectiveness of the business model
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Education
Diploma - Project Management
Queensland Academy of Tecnology
Brisbane, QLD12.2021
Certificate IV - Customer Engagement
International House Brisbane
Brisbane, QLD12.2020
Cambridge English Certificate - ESOL International
Shafston International College
Brisbane, QLD12.2019
Scrum Master Certificate - Project Management
Scrum Master Association
Colombia12.2018
Graduate Diploma - Specialist in Management
Externado of Colombia University
Colombia12.2017
Certificate - Customer Experience Design And Management
Andes University
Colombia12.2016
Course - Customer Service International Certification
Service Quality Institute
Colombia12.2016
Innovation Certificate - Movilizer Katharsis
Katarsis
12.2016
Internal Audit - ISO 9001:2008 Icontec
Icontec
Colombia12.2016
Bachelor of Economics - Economics
Tolima University
Colombia12.2010
Skills
- Project Management
- Complaint Resolution
- Staffing Coordination
- Deadline-Oriented
- Cross-Functional Collaboration
- Excellent Time Management Skills
- Customer Relationship Management (CRM)
- Data Analysis
- Adaptability
References
References available on request
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Florist - Retail Sales
Rosita Flowers
12.2021 - 02.2023
Executive Associate
Kygen Pty Ltd/Australia
06.2021 - 08.2021
Spa Salon Assistant/Assistant Spa Manager
The Thai Foot Spa
11.2020 - Current
Customer Service Manager/Coordinator
Colsubsidio
04.2012 - 02.2019
Analyst Credit and Insurance
Colsubsidio
01.2011 - 04.2012
Diploma - Project Management
Queensland Academy of Tecnology
Certificate IV - Customer Engagement
International House Brisbane
Cambridge English Certificate - ESOL International
Shafston International College
Scrum Master Certificate - Project Management
Scrum Master Association
Graduate Diploma - Specialist in Management
Externado of Colombia University
Certificate - Customer Experience Design And Management
Andes University
Course - Customer Service International Certification
Service Quality Institute
Innovation Certificate - Movilizer Katharsis
Katarsis
Internal Audit - ISO 9001:2008 Icontec
Icontec
Bachelor of Economics - Economics
Tolima University
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