Viviana Valencia

• Successfully managed a portfolio of assigned accounts and queues, exceeding productivity and activity goals
• Delivered exceptional customer service, engaging with clients in a positive and collaborative manner, providing accurate information, and maintaining efficient call flow
• Consistently and accurately documented all interactions, contact details, and relevant notes in SoftCall, utilizing proper coding
• Ensured high-quality service by meticulously following client-specific account handling instructions and treatment plans

• Manage the Apostille Certification Area by processing all apostille requests coming from students across the globe
• Conduct collection for accreditation and membership fees for more than 5000 schools by using personalized emailing and case management; enabled the team to promptly collect past-due fees and update accurate customer data into the Customer Relationship Management System (Salesforce)
• Day-to-day operational support to the teams of the largest operating units in the company - Southeast and International
• Continued collaboration with the team to support business needs across the organization by maintaining an up-to-date client and volunteer database

Contract Administrator | Honeywell

February 2023 - July 2024

• Focal for MSP (Maintenance Service Plan) contract entry and integrity in their business systems
• Administered aircraft enrollment contracts for the MSP program, including new enrollments, transfers, and renewals
• Partnered with sales, contracts, and customer account teams to provide comprehensive support
• Proficient in SAP and MyAerospace, managing a global customer base and prioritizing critical issues to ensure timely fulfillment of requirements
• Tracked and reported workload and revenue metrics to management
• Contributed to special projects and process improvements
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Collections Analyst | Barnes & Noble

January 2023 - February 2023

• Managed communications (phone, email, chat) with assigned accounts.
• Researched reasons for non-payment or returns and resolved payment negotiations.
• Verified payment/return terms, funding sources, and process status.
• Addressed billing disputes, return requests, tax exemptions, and logistical issues.
• Efficiently managed account portfolios within established standards.
• Maintained accurate records of account activity in corporate and client databases.
• Located updated contact information for accounts with outdated details.
• Developed business cases to support payment, return, and cancellation decisions.

Collections Analyst | Thermo Fisher Scientific - US October 2022 - December 2022

• Managed communications (phone, email, chat) with assigned accounts.
• Researched reasons for non-payment or returns and resolved payment negotiations.
• Verified payment/return terms, funding sources, and process status.
• Addressed billing disputes, return requests, tax exemptions, and logistical issues.
• Efficiently managed account portfolios within established standards.
• Maintained accurate records of account activity in corporate and client databases.
• Located updated contact information for accounts with outdated details.
• Developed business cases to support payment, return, and cancellation decisions.

• As the primary point of contact for a busy law firm, I managed all incoming and outgoing communications, ensuring clear and professional interactions with attorneys, staff, clients, and external stakeholders
• Responsibilities included answering and directing a high volume of phone calls, scheduling appointments and meetings, and maintaining office organization

• Ensured the integrity of the Single Registry of Bidders (RUP) by reviewing and registering applicant qualifications (experience, legal, financial, and organizational capacity), thereby supporting contracting with the Colombian government
• Provided key guidance to applicants on the online RUP platform

• As a self-employed attorney, I managed a diverse legal practice in Colombia while holding other positions
• Focused on providing legal advice and representation to clients on a variety of legal matters, including litigation, contract drafting, transactional work, estate planning, and handling debt collection (pre-legal and legal) for the horizontal property regime

U.S.-Based Company

• Masterfully manage the CEO's complex calendar, ensuring efficient prioritization of appointments
• Facilitate communication as a key liaison between the CEO and diverse stakeholders
• Prepared comprehensive presentations for board meetings
• Managed office procedures and ensured smooth daily operations
• Handled contracts, agent correspondence, and compensation adjustments

• Ensured the integrity of the Single Registry of Bidders (RUP) by reviewing and registering applicant qualifications (experience, legal, financial, and organizational capacity), thereby supporting contracting with the Colombian government
• Provided key guidance to applicants on the online RUP platform

• Legal management of bankruptcy proceedings under Colombian Laws 1564 of 2012 and 1116 of 2006
• Specialized in guiding individuals and businesses through the legal complexities of bankruptcy proceedings when debt repayment becomes unmanageable

• Certified as a Water Safety Instructor and Lifeguard
• Designed and led swimming lessons and aquatic activities
• Supervised and ensured campers' safety and well-being
• Planned daily activity schedules

• Ensured the integrity of the Single Registry of Bidders (RUP) by reviewing and registering applicant qualifications (experience, legal, financial, and organizational capacity), thereby supporting contracting with the Colombian government

• Legal management of bankruptcy proceedings under Colombian Laws 1564 of 2012 and 1116 of 2006
• Specialized in guiding individuals and businesses through the legal complexities of bankruptcy proceedings when debt repayment becomes unmanageable

• Represented Suzuki Motor de Colombia S.A
• In recovering outstanding debts from clients through a variety of legal strategies
• Utilized demand letters, negotiated settlements, initiated court actions, and enforced judgments to recover owed amounts
• Ensured full compliance with debt collection laws and regulations throughout the process

• Personally managed approximately 200 cases, ensuring timely progression and resolution
• Provided legal advice and representation in judicial and administrative proceedings
• Specialized in litigation in Civil and Administrative law
• Handled pre-litigation and legal collection efforts for property management-related portfolios
• Monitored case progress on the judicial platform used by the law firm
• Drafted and filed legal petitions, conciliation requests, and public deed drafts
• Prepared and filed legal briefs, court summons, and claims
• Drafted executive lawsuits as well as direct claims and out-of-court conciliation requests
• Managed the preparation and filing of civil lawsuits, supervising their various procedural stages
• Attended and assisted in seizure hearings

• Delivered exceptional support to Dashers by handling inquiries, troubleshooting issues, and resolving complaints with a customer-first approach
• Served as the primary point of contact, ensuring a seamless experience across phone, email, and chat
• Build strong relationships while collaborating with internal teams to address client needs, streamline processes, and maintain high satisfaction levels

• Legal counseling and real estate brokerage
• Managed property acquisition, lease agreements, and mortgage contracts
• Conducted property title studies and debt collection

• Consistently ranked as a top-performing sales agent while providing real-time support and coaching to customer service representatives as a Mi60-Manager in 60 Seconds
• Ensured goal achievement through continuous monitoring and guidance
• Used the OPUS tool to complete orders on behalf of customers and overcome objections
• Managed data analysis using Power Pivot, functions, formulas, and Excel tables
• Prepared and presented reports on objectives, results, and improvement strategies in English
• Assisted international clients with sales and customer service for technology products

• Conducted surveys according to established guidelines, ensuring accurate data collection and meeting daily targets

• Legal counseling, litigation, and representation in judicial and administrative proceedings