Ely Paola Figueroa Trujillo
Guatemala
Summary
Dynamic professional with strong problem-solving abilities and a commitment to continuous learning, poised to drive team success and achieve impactful results. Detail-oriented with exceptional communication and project management skills, adept at navigating fast-paced environments while effectively managing multiple tasks. Recognized for a proactive approach to identifying and resolving issues, with a focus on process optimization and team support. Extensive experience in customer service leadership, excelling in conflict resolution, coaching staff, and enhancing call center operations to ensure outstanding customer satisfaction.
Overview
24
24
years of professional experience
Work History
Casino supervisor
Royal Caribbean
03.2025 - 10.2025
- Conduent
STAR supervisor
Royal Caribbean
02.2022 - 03.2025
- Conduent
Resolutions Specialist Agent
Royal Caribbean
06.2019 - 02.2022
- Conduent
Customer Service Agent
Royal Caribbean
12.2015 - 06.2019
- Conduent
Customer Service Agent
Pullmantur Cruises
06.2014 - 12.2015
- Xerox Guatemala
Customer Service Agent
T-Mobile/Family Mobile
11.2009 - 06.2014
- NCO Group, Guatemala
Passenger Service and Protocol Supervisor
Internacional Airport La Aurora
07.2008 - 06.2009
Passenger Service and Protocol Supervisor
Internacional Airport La Aurora
04.2006 - 06.2008
- International Civil Aviation Organization (ICAO)
Accountant in Charge of Purchasing and Budget
STD/HIV/AIDS National Program
12.2002 - 12.2005
- (PNUD/GUA 01/010) Public Health and Welfare Ministry
General Accountant
Disability and Elderly National Program
10.2001 - 12.2002
- (PNUD/GUA 01-020) Public Health and Welfare Ministry
Education
Advertising Degree -
Mariano Gálvez de Guatemala University
01.2006
High School- Accountant -
El Sagrado Corazón Lady´s School
01.2001
Educación Básica -
El Sagrado Corazón Lady´s School
01.1998
Skills
- Problem-solving abilities
- Multitasking Abilities
- Documentary Photography
- Attention to detail
- Team leadership
- Advertising Photography
- Strong leadership
- Decision-making
- Conflict resolution
- Employee relations
- Teamwork and collaboration
- Customer service
- Problem-solving
Professional References
- Juan José Cárdenas, Operation Supervisor, NCO Group, 59461262
- Licda. Rosemary Bertrán, Administrator, STD/HIV/AIDS National Program, 24206682-24209970
- Teresa Glavin, Royal Caribbean supervisor, (541) 913-6463
- Herlyn Guerra, Operation Manager, Royal Caribbean, 55275501
- Michelle Morataya, Senior Delivery Manager, Royal Caribbean Cruises, 56999212
Personal Information
- Age: 42
- Date of Birth: 04/11/83
- Marital Status: Single
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Casino supervisor
Royal Caribbean
03.2025 - 10.2025
STAR supervisor
Royal Caribbean
02.2022 - 03.2025
Resolutions Specialist Agent
Royal Caribbean
06.2019 - 02.2022
Customer Service Agent
Royal Caribbean
12.2015 - 06.2019
Customer Service Agent
Pullmantur Cruises
06.2014 - 12.2015
Customer Service Agent
T-Mobile/Family Mobile
11.2009 - 06.2014
Passenger Service and Protocol Supervisor
Internacional Airport La Aurora
07.2008 - 06.2009
Passenger Service and Protocol Supervisor
Internacional Airport La Aurora
04.2006 - 06.2008
Accountant in Charge of Purchasing and Budget
STD/HIV/AIDS National Program
12.2002 - 12.2005
General Accountant
Disability and Elderly National Program
10.2001 - 12.2002
High School- Accountant -
El Sagrado Corazón Lady´s School
Educación Básica -
El Sagrado Corazón Lady´s School
Advertising Degree -
Mariano Gálvez de Guatemala University