Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mayra Alejandra Moreno

Bogotá

Overview

9
9
years of professional experience

Work History

Technical Support Expert II - Billing Team

Twilio Inc.
10.2023 - Current
  • Developed and delivered targeted training sessions on best practices for customer service, increasing customer satisfaction ratings.
  • Consistently exceeded ticket targets and KPIs by 150%, ensuring that every Twilio SendGrid Billing customer received exceptional support.
  • Processed and sent invoices, adjustments, refunds, and credit memos to customers.
  • Monitored past-due accounts, pursued collections on outstanding invoices, and tracked and applied incoming payments.
  • Investigated and resolved issues to maintain billing accuracy.
  • Assist different teams with related billing queries as required.

Technical Support Expert I - Billing Team

Twilio Inc.
02.2021 - 09.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Communicates with empathy and urgency, ensuring customers grasp basic concepts.
  • Demonstrates knowledge in using tools like Zendesk, Zoura, Stripe, and Jira
  • Actively participates in projects aimed at resolving complex issues and verifying system functionalities.
  • Meticulously documents customer and internal interactions follows guidelines for ticket management, and leverages tools for effective case resolution.
  • Shows an emerging ability to handle multiple support channels, maintain single concurrency, and consistently meet SLA requirements.

Bilingual Billing Service Representative

Contact Point 360
09.2019 - 01.2021
  • Thrived in the Billing Support Department of an HVAC company in Canada, specializing in high-conflict resolution.
  • Managed billing changes, refunds, payments, and provided detailed billing explanations to ensure customer satisfaction.
  • Expertly handled moves and transactions, demonstrating precision in billing processes.
  • Leveraged strong people skills to engage effectively with customers, fostering positive relationships.
  • Integrated sales skills to identify upselling opportunities and contribute to revenue growth in customer interactions.

Bilingual Customer Service Representative

Sutherland
09.2017 - 07.2019
  • Specialized in customer service within the telecommunications industry, with a focus on customer retention strategies.
  • Demonstrated exceptional people skills to effectively engage and build rapport with customers, contributing to increased customer loyalty.
  • Excelled in high-conflict resolution scenarios, utilizing strong interpersonal skills to de-escalate tense situations and reach mutually satisfactory resolutions.

Bilingual Customer Service Representative

Teleperformance
07.2016 - 09.2017
  • Demonstrated exceptional proficiency in managing a high volume of inbound calls, and resolving customer inquiries.
  • Developed extensive knowledge of health insurance benefits and providers, becoming a highly sought-after resource.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
  • Communicated with management when customer issues escalated and worked to find resolutions

English Teacher/ High School

Instituto Gustavo Adolfo Bécquer
02.2016 - 06.2016
  • Implemented diverse teaching techniques to cater to the varied learning styles of students in grades 6-11.
  • Expertly managed classroom dynamics through effective group management strategies, fostering an inclusive and engaging learning environment.
  • Designed and executed tailored classes, activities, and performance evaluations aligned with the specific academic needs of each grade level.

Bilingual Customer Service Representative

Convergys
08.2014 - 09.2015
  • Provided exceptional customer service to a diverse clientele of AT&T Wireless customers, including both postpaid and prepaid plans.
  • Handled a high volume of inquiries and resolved complex issues with professionalism and empathy, consistently exceeding customer expectations.
  • Demonstrated expertise in troubleshooting and resolving advanced technical issues related to AT&T Wireless products and services.
  • Provided in-depth technical support to customers, escalating issues to specialized teams when necessary.
  • Effectively mediated and resolved customer disputes, demonstrating strong conflict-resolution skills.
  • De-escalated tense situations identified root causes of conflicts and developed mutually agreeable solutions that maintained customer satisfaction.

Education

Bachelor - Geology

National University of Colombia
12.2024

Skills

  • Creative Thinking & Effective Communication
  • Analytical and Problem-Solving Skills
  • Excellent Communication Skills
  • Interpersonal Skills Development
  • Active Listening
  • Coaching and Mentoring
  • Data and Financial Analysis
  • Team Management

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Technical Support Expert II - Billing Team

Twilio Inc.
10.2023 - Current

Technical Support Expert I - Billing Team

Twilio Inc.
02.2021 - 09.2023

Bilingual Billing Service Representative

Contact Point 360
09.2019 - 01.2021

Bilingual Customer Service Representative

Sutherland
09.2017 - 07.2019

Bilingual Customer Service Representative

Teleperformance
07.2016 - 09.2017

English Teacher/ High School

Instituto Gustavo Adolfo Bécquer
02.2016 - 06.2016

Bilingual Customer Service Representative

Convergys
08.2014 - 09.2015

Bachelor - Geology

National University of Colombia

Similar Profiles

CREATE PROFILE
Mayra Alejandra Moreno