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Paula Morales

Paula Morales

Executive Assistant

Followers of Paula Morales418 followers
location of Paula MoralesHeredia, Heredia, Costa Rica

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  • Timeline

  • About me

    Digital Support Specialist | Website Optimization & Customer Experience | Data-Driven Project Coordination | Customer Retention & conversion | CRM & SaaS solutions

  • Education

    • Instituto Tecnológico de Costa Rica

      2013 - 2013
      Associate’s Degree Project Management

    • Intituto Iberoamericano

      2012 - 2012
      Diploma Customs and Logistics

      Import Export of goods

    • Colegio Bilingue San Judas Tadeo

      1998 - 2002
      High School Highschool Diploma

    • Universidad Latina de Costa Rica

      2006 - 2010
      Bachelor’s Degree Business Administration

      emphasis on Hotel and Restaurant Management

  • Experience

    • Argonza Consolidadores De Carga Internacional

      Jan 2008 - Dec 2008
      Executive Assistant

      Serviced Manager and key client accounts with translations and documentation for customs clearance purposes for import /export of goods.

    • Grupo Limo

      Jan 2009 - Jan 2010
      Customer Service Representative

      Inbound customer service for Online Membership Accounts (Health and Beauty

    • Sustainable Horizon

      Aug 2010 - Oct 2011
      Administrative Assistant

      Logistics for US High Schools enrolled in Voluntary Programs. Document translation, record hold and expense reports per group.

    • Secured Documents

      Oct 2011 - Feb 2012
      Operations Supervisor/Billing

      Client trust’s documentation management. Back office for Banking and Merchant enrollment B2B. Supervised a group of 6 cross functional collaborators as effective leader, skilled in enlisting the support of all team members in aligning with project and organizational goals.

    • Convergys

      Mar 2012 - Jun 2012
      Technical Support for Verizon

      Customer service for Residential High Speed Internet accounts. Hardware/software troubleshooting

    • Encore Capital Group

      Jun 2012 - Jan 2017

      Evaluate, document and coach call interactions for Internal Operations Call Center. Reinforce product knowledge and compliance adherence for U.S. Federal and State regulations for the Debt Collection industry. Analyze trends, root causes and provided problem solving strategies to improve day to day call interactions. Conducted inductions for newly hires sharing best practices for future audits. Serviced outbound consumer’s to find a solution to pay their debt and foresee their financial recovery while efficiently collect the balance according to Federal, State and Company Policies and procedures.

      • Quality Coach

        Jun 2012 - Jan 2017

      • Operations Account Manager

        Jun 2012 - Aug 2012

    • NI (National Instruments)

      Sept 2018 - now

      Quality control and coaching Quality assurance and continuos improvement

      • eCommerce Web Strategist

        Mar 2022 - now

      • Staff Hardware Services Agreements Specialist

        Jan 2021 - Mar 2022

      • Staff Quality Assurance

        Oct 2019 - Dec 2020

      • Customer Service Representative

        Sept 2018 - Sept 2019

  • Licenses & Certifications