Flor De Maria Higueros Miranda
Guatemala City
Summary
Professional assistant with experience in administrative support and operational efficiency. Strong focus on team collaboration and achieving results. Reliable in adapting to changing needs, skilled in communication, organization, and multitasking. Recognized for problem-solving abilities and proactive approach to tasks.
Developed key skills in educational environments, including curriculum design and instructional strategies. Proven ability to analyze data and create effective solutions. Seeking to transition into new field where skills in problem-solving and communication can drive success and innovation.
Personable and highly organized professional with strong aptitude for leadership and team coordination. Possesses solid understanding of claims processing and customer service, with demonstrated proficiency in data analysis and problem-solving. Committed to driving operational efficiency and delivering exceptional results.
Overview
26
26
years of professional experience
Work History
Junior Designer of Training Programs
Escuela Bancaria De Guatemala
11.2024 - Current
- Collaborated with senior designers and subject matter experts to create engaging and effective training programs.
- Assisted in developing instructional materials, including e-learning modules, job aids, and training guides.
- Conducted needs assessments to identify training gaps and recommend solutions.
- Participated in the review and revision of training materials to ensure accuracy and relevance.
- Supported the facilitation of training sessions and workshops, both in-person and virtual.
- Gathered and analyzed feedback from trainees to improve training programs.
Collection Associate
Capgemini Guatemala
08.2024 - 11.2024
- Improved collection rates by implementing effective communication strategies and negotiation techniques.
- Provided exceptional customer service to both internal and external clients, upholding the company''s reputation for professionalism and integrity.
- Collaborated with team members to strategize and execute company-wide collection initiatives, improving overall performance.
- Contributed to departmental goals by consistently meeting or exceeding individual targets for collections and call volume.
- Managed and resolved customer accounts that were in delinquency, ensuring timely payments.
- Communicated with clients via phone, email, and mail to collect outstanding debts.
- Negotiated payment plans and settlements in accordance with company policies.
- Maintained accurate records of interactions and payment arrangements in the SAP system.
- Analyzed account histories and financial data to identify trends and areas for improvement.
- Collaborated with other departments to resolve disputes and enhance customer satisfaction.
- Assisted in developing strategies to minimize future delinquencies and improve collection processes.
- Prepared and submitted regular reports on collection activities and performance metrics.
Dispute Analyst
Capgemini Guatemala
02.2024 - 08.2024
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Investigated and resolved customer disputes in a timely and efficient manner.
- Analyzed account discrepancies and collaborated with clients to gather necessary documentation.
- Communicated with customers via phone, email, and written correspondence to address and resolve issues.
- Maintained detailed records of dispute cases and resolutions in the SAP system.
- Identified trends in disputes and provided feedback to relevant departments for process improvement.
- Ensured compliance with company policies and industry regulations during dispute resolution.
- Provided exceptional customer service by maintaining a professional and empathetic approach.
Cash Aplication Associate
Capgemini Guatemala
01.2023 - 01.2024
- Accurately applied payments to customer accounts, ensuring timely and precise allocation of funds.
- Reconciled daily cash receipts with bank statements and customer remittances.
- Investigated and resolved payment discrepancies and unapplied cash.
- Collaborated with the collections team to address outstanding balances and payment issues.
- Maintained detailed records of cash application activities and adjustments in the financial system.
- Assisted in month-end closing processes and preparation of financial reports.
- Communicated with customers to obtain remittance information and clarify payment details.
- Participated in process improvement initiatives to enhance cash application efficiency and accuracy.
Customer Service Representative
Genpact Guatemala
01.2022 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Virtual Tutor for Communication and Language Prog
Universidad Da Vinci De Guatemala
01.2020 - 05.2020
- Provided one-on-one and group tutoring sessions to students enrolled in the Communication and Language Preparatory Program.
- Developed and implemented personalized lesson plans to meet the unique needs and learning styles of each student.
- Utilized various virtual teaching tools and platforms to deliver engaging and interactive lessons.
- Assessed students' progress through regular evaluations and provided constructive feedback to support their development.
- Collaborated with program coordinators and other tutors to ensure consistency and quality in the delivery of the curriculum.
Administrative Assistant Computer Science Dept
Universidad Del Valle De Guatemala
01.2012 - 02.2019
- Enhanced director''s productivity by managing schedules, coordinating meetings, and handling travel arrangements.
- Increased efficiency in the workplace by organizing and maintaining an effective filing system for both physical and electronic documents.
- Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
- Reduced workload for the director by taking on additional responsibilities such as drafting correspondence, creating presentations, and preparing briefing materials.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
Administrative Assistant for Direction
Universidad Del Valle De Guatemala
01.1999 - 01.2012
- Provided administrative support to the Informatics Department, including faculty, staff, and students.
- Coordinated and scheduled meetings, events, and departmental activities.
- Managed departmental correspondence, including emails, phone calls, and mail.
- Assisted in the preparation and distribution of reports, presentations, and other academic materials.
- Maintained accurate records and databases of student information, course schedules, and faculty assignments.
- Supported budget management and procurement processes for departmental supplies and equipment.
Education
Bachelor of Arts - Educational Leadership And Management
Universidad Del Valle De Guatemala
Guatemala City, Guatemala07.2019
Bachelor in Education - Education Administration
Universidad Del Valle De Guatemala
Guatemala City, Guatemala07.2019
Skills
- Tech-Savvy
- Superb eye for detail
- Teamwork and collaboration
- Multitasking and organizing
- Analytical skills
- Problem-solving
- Decision-making
- Works Well Under Pressure
- Attention to detail
- Time management
- Active listening
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Junior Designer of Training Programs
Escuela Bancaria De Guatemala
11.2024 - Current
Collection Associate
Capgemini Guatemala
08.2024 - 11.2024
Dispute Analyst
Capgemini Guatemala
02.2024 - 08.2024
Cash Aplication Associate
Capgemini Guatemala
01.2023 - 01.2024
Customer Service Representative
Genpact Guatemala
01.2022 - 09.2022
Virtual Tutor for Communication and Language Prog
Universidad Da Vinci De Guatemala
01.2020 - 05.2020
Administrative Assistant Computer Science Dept
Universidad Del Valle De Guatemala
01.2012 - 02.2019
Administrative Assistant for Direction
Universidad Del Valle De Guatemala
01.1999 - 01.2012
Bachelor of Arts - Educational Leadership And Management
Universidad Del Valle De Guatemala
Bachelor in Education - Education Administration
Universidad Del Valle De Guatemala
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