Marcia Ponce De Leon
Arlington,USA
Summary
Resourceful Customer Support Specialist known for high productivity and efficient task completion. Possesses specialized skills in problem-solving, customer relationship management, and technical support. Excels in communication, empathy, and adaptability, ensuring exceptional service and support to customers. Committed to leveraging these abilities for improved customer satisfaction and business success.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Support Specialist
EF Education First Ultimate Break
05.2023 - Current
- Responded to customer emails and phone calls promptly, courteously, and professionally
- Developed innovative strategies to improve customer experience with company products and services
- Prepared daily activity reports summarizing customer support requests
- Ensured customer satisfaction through effective communication and problem resolution techniques
- Applied de-escalation techniques and maintained composure in challenging customer situations
Au Pair
Au Pair in America
12.2019 - 07.2022
- Created nurturing, safe environments to promote emotional, social, and intellectual growth in children
- Provided guidance and discipline aligned with parental values and expectations
- Developed strong relationships with families by exhibiting professionalism throughout the employment period
- Implemented daily routines fostering a structured and nurturing environment
- Mediated conflicts among children, teaching problem-solving and communication skills
Quality Assurance Specialist
Contacto BPO
01.2017 - 10.2019
- Conducted supplier evaluations, audits, assessments, and quality inspections
- Created detailed reports summarizing inspection and testing results
- Managed customer complaints and non-conformance issues, ensuring swift resolutions
- Collaborated with cross-functional teams to develop strategies for improving product quality
Head of Section - Seasonal
National Institute of Statistics
10.2017 - 11.2017
- Supervised daily operations, including planning, organizing, and directing activities
- Ensured compliance with policies, procedures, and internal controls
Back Office Executive
Konecta
03.2016 - 03.2017
- Conducted research, compiled reports, and provided clear communication for disseminating information across the organization
- Created spreadsheets in Microsoft Excel for record-keeping and reporting
- Organized office documentation, maximizing efficiency and increasing productivity
- Maintained accurate financial records, including invoices, payments, and receipts
Education
Associate of Applied Science - Chemistry
IESTP Simon Bolivar
Lima12.2019
Skills
- Customer service excellence
- Sales support
- Empathy and patience
- Customer Relationship Management (CRM)
- Decision-making
- Zendesk
- Twilio
- Jira
- Complaint handling
- Multitasking and organization
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Customer Support Specialist
EF Education First Ultimate Break
05.2023 - Current
Au Pair
Au Pair in America
12.2019 - 07.2022
Head of Section - Seasonal
National Institute of Statistics
10.2017 - 11.2017
Quality Assurance Specialist
Contacto BPO
01.2017 - 10.2019
Back Office Executive
Konecta
03.2016 - 03.2017
Associate of Applied Science - Chemistry
IESTP Simon Bolivar
Similar Profiles
Anna KonowitzAnna Konowitz
Travel Account Manager at EF Ultimate BreakTravel Account Manager at EF Ultimate Break
GRACE NOVAKGRACE NOVAK
EF Ultimate Break Sorority Ambassador at EF Ultimate BreakEF Ultimate Break Sorority Ambassador at EF Ultimate Break
Heejoo LeeHeejoo Lee
Enrollment Advisor at EF Education First – EF Academy Republic of KoreaEnrollment Advisor at EF Education First – EF Academy Republic of Korea
Zachary OnyangoZachary Onyango
RN (Med Surg/BU/GU) at Texas Health Presbyterian Hospital, DallasRN (Med Surg/BU/GU) at Texas Health Presbyterian Hospital, Dallas
Tokunbo OlatunjiTokunbo Olatunji
Caregiver at Meadowbrook Senior Living/ Memory CareCaregiver at Meadowbrook Senior Living/ Memory Care