Keila Amaya
Customer Service Advocate
Guatemala,Guatemala
Summary
Experienced bilingual professional with a strong foundation in community relations and cultural awareness. Detail-oriented and perfectionist tendencies drive high standards in work performance. Quick learner with a proven track record of successfully tackling new challenges. Values honesty and transparency in all professional interactions.
Overview
17
17
years of professional experience
1
1
Language
Work History
CSA
Teleperformance
10.2023 - Current
- Executed comprehensive member services for Centene's clientele at various stages. Managed health insurance processes, including claims handling and pharmacy support for families. Optimized billing systems by enhancing accumulator features in provider portal. Guided clients through self-help website registration and navigation while managing grievances and appeals.
Personal Assistant to the Owner
Onix Creations
03.2023 - 09.2025
- Proactive with significant sense of personal obligation.
- Showcases superior abilities in communication, encompassing verbal and written forms.
- Facilitated teamwork by providing essential support and strategic guidance
- Keen on expanding expertise and devoted to consistent advancement.
- Coordinated social media tools and posts
- Oversaw calendar and expenditure tracking
- Coordinated email activities, enhancing efficiency by eliminating spam and responding to job leads and follow-up queries.
- Conducted basic editing of photos and videos using Canva.
- Controlled personal spending as requested
- Reported employee hours each week
- Delivered wage data
- Delivered estimates and contracts for construction sites.
- Engaged in regular correspondence with client
- Generated excel reports on earnings and investments
- Offered documented guidance on income tax matters for small business
Quality Analyst/Fraud Analyst/Product Trainer
Genpact
07.2020 - 10.2022
- Performed quality assurance analysis on fraud department calls, ensuring compliance with relevant regulations. Monitored and achieved daily, weekly, and monthly call review targets. Evaluated calls according to internal average handling time standards. Delivered constructive feedback using internal policy guides to enhance team performance.
- Joined fraud analyst department to conduct thorough transaction analyses at financial institution. Evaluated account holder digital footprints associated with all transactions. Achieved subject matter expert status, enhancing training capabilities. Advanced to training department, sharing knowledge with team members.
- Executed annual training initiatives aimed at elevating employee performance. Facilitated training programs for new hires, emphasizing key skill development. Evaluated call quality through audits and provided constructive feedback. Directed regular meetings regarding performance metrics to foster team engagement. Set up user access in systems for newly onboarded staff members. Oversaw fraud case escalations, aligning feedback with company guidelines. Instructed all agents on recent skill upgrades to ensure compliance with service standards.
English Trainer
Alorica
10.2017 - 10.2018
- Crafted instructional materials for adults, emphasizing English language skills and customer service. Formulated lesson plans tailored to different proficiency levels, structured on daily and weekly timelines. Produced effective training content to support adult education initiatives across multiple disciplines.
Manager's Assistant
Red Chapina Boss Revolution
04.2016 - 10.2016
- Provided expert guidance to clients on worldwide money transfer systems in client care role. Oversaw currency exchange management, ensuring operational efficiency of systems for international clientele. Regularly updated relevant laws and exchange rates to ensure compliance. Leveraged Excel for comprehensive data tracking and reporting.
Technical Support
Telus International
11.2012 - 03.2016
- Facilitated bilingual technical support for Canadian users in Spanish and English. Resolved issues related to TV, internet, and phone services efficiently. Advised on operating system configurations and security system setups. Troubleshot email clients across diverse devices for optimal performance.
Debt Collector
Hunter Warfield
05.2011 - 11.2012
- Conducted third-party collections nationwide in both English and Spanish. Employed manual and automatic dialing systems to enhance collection efforts. Evaluated assets and credit reports to offer tailored Solutions in Funding (SIFs) or Payment in Full (PIFs).
Customer Service Technical Support
24/7 Contact Service
11.2008 - 11.2010
- Facilitated technical support for USA customers in both Spanish and English. Resolved service issues concerning TV, internet, and phone connectivity. Supported multiple operating systems, security systems, and email clients across different devices. Addressed a range of technology-related inquiries to ensure customer satisfaction.
Education
General Education Diploma - undefined
07-2006
Skills
Proficiency in Microsoft Office
Effective multitasking
Call management skills
Effective communication
Instructional planning
instructional strategies
Feedback delivery Efficiency optimization
Meticulous mindset
Intermediate Canva proficiency
Email coordination
Familiarity with Microsoft Office
Experience with omnichannel marketing
Knowledge of health insurance
TruCloud infrastructure solutions
Testing and quality control
Fraud detection
Transaction processing
Data input
Calabrio analytics
Proficiency in NICE/IEX
Expertise in Genesys software
Consumer assistance
Collections agency management
Foreign exchange administration
Interests
Music, movies, reading
Timeline
CSA
Teleperformance
10.2023 - Current
Personal Assistant to the Owner
Onix Creations
03.2023 - 09.2025
Quality Analyst/Fraud Analyst/Product Trainer
Genpact
07.2020 - 10.2022
English Trainer
Alorica
10.2017 - 10.2018
Manager's Assistant
Red Chapina Boss Revolution
04.2016 - 10.2016
Technical Support
Telus International
11.2012 - 03.2016
Debt Collector
Hunter Warfield
05.2011 - 11.2012
Customer Service Technical Support
24/7 Contact Service
11.2008 - 11.2010