Khatheryne Lissbeth Paiz Gonzalez
Guatemala City
Summary
Project manager with more than 8 years of experience in customer service, complaints departments, retentions, technical support, escalations, BPO conflict resolution and call center. Specialist in logistics, project execution and organization and team coordination. Senior Process Associate knowledgeable in managing accounts receivable tasks. Well-versed in general ledger report review and client relationship building. Looking to bring further success to growing non-profit organization. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Senior process associate position. Ready to help team achieve company goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Process Associate
Lean Digital Services Guatemala S,A.
05.2023 - Current
- Met month-end reporting objectives and deadlines.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Enhanced overall organizational agility by embracing change management principles and leading by example in process transformation efforts.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
- Identified modifications to processes and procedures that would promote better efficiency.
- Played an instrumental role in achieving departmental goals by consistently delivering results on target or above expectations.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Optimized workflows for increased efficiency, utilizing Lean Six Sigma methodologies.
- Leveraged accounting software to perform data entry and prepare reports and statements while minimizing errors.
- Reduced production downtime with regular equipment maintenance and timely issue resolution.
- Fostered strong working relationships with stakeholders through clear communication, resulting in seamless project execution.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Monitored and reported on process performance to verify compliance with established standards.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
Customer Service Representative
Everise Guatemala
10.2021 - 03.2023
- Fully English speaking service operations, Fedex USA
- Tracking history, Retention, Escalations
- Online decision making management
English Teacher
INDIVIDUAL
04.2020 - 01.2023
- English teacher, providing private lessons to children and adults for verbal, auditory and grammatical comprehension of the English language
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
Customer Service Representative
Telus International
05.2021 - 10.2021
- Fully English speaking service operations, HWA (Home Warranty of America) USA
- Putting my retention skills into practice
- Technician and Technical Emergency route coordination
Customer Service Representative
Alorica Guatemala
11.2019 - 04.2020
- Fully English speaking service operations
- Amazon USA
- Tracking history, Retention, Escalations
- Online decision making management
Customer Service Representative
Allied Global
11.2016 - 07.2019
- Technical Operations Service, Claro Guatemala, Providing Technical Support, following online instructions to restore internet router servers in ADSL, FTTH, and Television Image in ADSL, Satellite Antenna, and FTTH technologies
Customer Service Representative
Digitex Guatemala
10.2012 - 06.2016
- Technical Operations Service, Telefonica Spain, Providing Technical Support, following online instructions to restore Internet router servers in ADSL, FTTH, and Television Image in ADSL, Satellite Antenna, and FTTH technologies
Education
Agronomist - Agricultural Production Systems
Universidad de San Carlos de Guatemala -USAC
10.2024
No Degree - Https://genome.genpact.com/share-profile?id=NzY1MD
Genome
Guatemala06.2024
Bachelor of Science -
Instituto Nacional Centro America -INCA
10.2010
Skills
- Creativity & Problem Solving
- Leadership Skills
- Microsoft Office
- Lean Six Sigma
- Reporting and documentation
- Process Analysis
- Report Analysis
- Process flows
- Schedule Coordination
- Application verification
- Workflow Management
- Analytical Thinking
- Issue Research
- Audit reporting
- Idea Development and Brainstorming
- Data Analysis
- Quantitative skills
- Project Planning
- Improvement plan knowledge
- Logistics Coordination
- Project restructuring
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Risk Management
Languages
Spanish
English
References
- Ana Revolorio, Lean Digital Solutions S,A. 41981304
- Diana Hernandez, Allied Global, 59110189
- Sara Canel, 42665561
Certification
- CompTIA Project+ Certification – CompTIA.
- Google Analytics Individual Qualification – Google.
- Six Sigma Green Belt Certification (CSSGB) - American Society for Quality.
- Cisco Certified Network Associate (CCNA) – Cisco Systems, Inc.
- Lean Six Sigma Black Belt Certification (LSSBB) - International Association for Six Sigma Certification.
- Energy Risk Professional (ERP) – Global Association of Risk Professionals.
- Salesforce Certified Administrator
- CompTIA Certification
- Six Sigma Certification
Timeline
Senior Process Associate
Lean Digital Services Guatemala S,A.
05.2023 - Current
Customer Service Representative
Everise Guatemala
10.2021 - 03.2023
Customer Service Representative
Telus International
05.2021 - 10.2021
English Teacher
INDIVIDUAL
04.2020 - 01.2023
Customer Service Representative
Alorica Guatemala
11.2019 - 04.2020
Customer Service Representative
Allied Global
11.2016 - 07.2019
Customer Service Representative
Digitex Guatemala
10.2012 - 06.2016
Bachelor of Science -
Instituto Nacional Centro America -INCA
- CompTIA Project+ Certification – CompTIA.
- Google Analytics Individual Qualification – Google.
- Six Sigma Green Belt Certification (CSSGB) - American Society for Quality.
- Cisco Certified Network Associate (CCNA) – Cisco Systems, Inc.
- Lean Six Sigma Black Belt Certification (LSSBB) - International Association for Six Sigma Certification.
- Energy Risk Professional (ERP) – Global Association of Risk Professionals.
- Salesforce Certified Administrator
- CompTIA Certification
- Six Sigma Certification
Agronomist - Agricultural Production Systems
Universidad de San Carlos de Guatemala -USAC
No Degree - Https://genome.genpact.com/share-profile?id=NzY1MD
Genome
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