Overview
Work History
Education
Accomplishments
Timeline
Generic

Andrea Duarte

Teusaquillo

Overview

11
11
years of professional experience

Work History

Onboarding Lead

Tai Software
11.2022 - Current
  • Leads and manages an Onboarding team, ~10 Specialists, including setting goals and objectives, developing strategies, and assigning tasks.
  • Drives customer retention, reduce churn, and increase customer satisfaction
  • Ensures customers have all necessary tools, knowledge, training
    and support required to start using Tai products and services.
  • Actively promotes and manages processes of coaching and continuous improvement of the team, including personal skills, product documentation, etc.
  • Verifies and improves the quality of products by accurately reporting bugs, and providing quality assurance support.

Customer Experience Manager

Scotiabank
08.2021 - 08.2022
  • Oversees 5 to 7 direct report Supervisors for a team of ~90 Customer Care Advisors
  • Delivers superior leadership and coaching to motivate and develop Team Leads/Coaches and overall team performance
  • Contributes to the maximization of the Contact Center efficiency
  • Executes and implements strategies defined by the areas related to people, operations, and the day-to-day delivery of industry leading customer service
  • Contributes to the effective functioning of the workplace environment.

Facilitator

Scotiabank
04.2019 - 08.2021
  • Delivers operational training to multi-country 3 teams located in Colombia, Jamaica, and Dominican Republic.
  • Creates training materials such as presentations, infographics, reports, proposals, and module summaries.
  • Leads and oversees the learning process of incoming employees in acquiring new skills and knowledge required to perform their job function.
  • Implements effective learning plans to develop employee knowledge and expertise.
  • Provides continuous support in employee career development strategies.

Customer Care Advisor

Scotiabank
01.2018 - 01.2019
  • Resolves banking and financial needs by providing tailor-made solutions for customers across 5 countries in Jamaica, Trinidad, Barbados, and Bahamas.
  • Effectively handles complains, providing appropriate solutions and alternatives within specific time limits, and follows up to ensure resolution.
  • Accomplishes and sustains maximum quality standards of customer service across multiple communication channels.

Logistics Coordinator

Transporte Constagomez
11.2015 - 01.2018
  • Enhanced supply chain efficiency by optimizing shipping schedules and routes.
  • Registered vendors and customers on database to maintain updated roster.
  • Generated monthly performance reports to track and analyze shipping trends.
  • Strategized best methods and tactics for efficient storage and handling of materials.

Junior Consultant

Instituto de Gerencia y Estrategia del Zulia (IGEZ)
08.2013 - 10.2015
  • Strategic planning and project designing for both public and private institutions.
  • Database control and Statistic processing.
  • Market research and social research.
  • Presentations, proposals, event programming and schedule management.
  • Drawing up, correcting, and reviewing reports.

Education

Master in Project Management -

ESDEN Business School
Madrid, España
02.2023

Master of Science - Cultural Studies

Pontificia Universidad Javeriana
Bogotá, Colombia
09.2019

Advanced Studies Program in Government -

Universidad Católica Andrés Bello
Caracas, Venezuela
04.2016

Bachelor of Science - Political Science And Government

Universidad Rafael Urdaneta
Maracaibo, Venezuela
12.2014

Accomplishments


  • Cambiar la plaza para transformar la República: No lugares e imagenarios de las protestas en Venezuela (2019) Universidad Javeriana. Bogota.
  • Las deudas culturales e institucionales en el reconocimiento de la afrovenezolanidad. Intervenciones en estudios culturales. No. 4 enero-junio, 2017. ISSN: 2422-4596. Bogota, Colombia.
  • Plan Prospectivo Estratégico Zulia 2040
  • Cuerpo y sexualidad: Mecanismos de poder en la construcción de la identidad femenina (2014) Universidad Rafael Urdaneta. Maracaibo.

Timeline

Onboarding Lead

Tai Software
11.2022 - Current

Customer Experience Manager

Scotiabank
08.2021 - 08.2022

Facilitator

Scotiabank
04.2019 - 08.2021

Customer Care Advisor

Scotiabank
01.2018 - 01.2019

Logistics Coordinator

Transporte Constagomez
11.2015 - 01.2018

Junior Consultant

Instituto de Gerencia y Estrategia del Zulia (IGEZ)
08.2013 - 10.2015

Master in Project Management -

ESDEN Business School

Master of Science - Cultural Studies

Pontificia Universidad Javeriana

Advanced Studies Program in Government -

Universidad Católica Andrés Bello

Bachelor of Science - Political Science And Government

Universidad Rafael Urdaneta

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