DAYANA
BILINGUAL ENGLISH-SPANISH VA
Dayana is an experienced Customer Service professional with over 8 years of delivering exceptional customer support. She combines strong organizational skills with excellent problem-solving abilities and attention to detail, enabling her to build strong relationships and enhance brand reputation. Dayana is well-prepared to efficiently manage the following tasks:
TOOLS
EQUIPMENT
VIDEO
Customer service, Bilingual support, Safety coordination
Click to watch her Introduction Video.
EMPLOYMENT SUMMARY
Dayana is a customer service professional with 1 year of Auto and Health Insurance experience gained in a prior insurance-focused contact center role, alongside extensive experience in customer support and workplace safety. She worked as a Customer Service Assistant at NAVEX, providing remote support, processing orders, and building strong client relationships. She previously served as an Occupational Health and Safety Officer at PREBEL, where she developed and enforced safety programs, investigated incidents, and led emergency drills. Earlier in her career, she worked as a Customer Service Representative at Bilateral and AT&T Emergia in Medellín, handling multi-channel customer inquiries, resolving issues, rescheduling appointments, and safeguarding confidential data. Across these roles, Dayana has built strong skills in client support, communication, problem-solving, rapport-building, and accurate data handling.
EMPLOYMENT HISTORY
NAVEX (MEDELLIN - REMOTE)
Customer Service Assistant
SEPT 2021 - SEPT 2024
• Provide friendly and attentive service by promptly responding to customer inquiries and processing order requests.
• Enhanced customer experience and brand reputation through attentive and helpful service.
• Built strong relationships with customers through courteous and professional communications.
• Built rapport with customers through courteous and professional communications.
PREFEL (MEDELLIN - ON SITE)
Occupational Health and Safety Officer
OCT 2020 - MAY 2021
• Developed and enforced a range of programs, policies, and procedures aimed at minimizing workplace injuries and hazards.
• Examined hazardous incidents and accidents to uncover causes and provided corrective actions.
• Coordinated monthly fire ensuring emergency readiness, drills. Instructed staffers during fire drills to gain awareness of proper evacuation routes and reporting techniques.
• Supervised safety audits and oversaw investigations into plant quality issues.
BILATERAL (MEDELLIN - ON SITE)
Customer Service Representative
OCT 2018 - SEPT 2020
• Assisted in fulfilling customer orders placed in person, via email, online, and by telephone.
• Maximized customer satisfaction by promptly resolving service issues.
• Handled confidential and sensitive data with discretion, reducing the risk of fraud and theft
AT&T EMERGIA (MEDELLIN - ON SITE)
Customer Service Representative
JAN 2016 - AUG 2018
• Resolved customer queries over the phone and by email.
• Ensured fine customer service by enthusiastically anticipating and catering to customer needs and requirements.
• Assisted customers with product related questions, feedback, and complaints.
• Re-scheduling appointments.
• Cross-selling for services and products
ASSESSMENT RESULTS
DISC PERSONALITY RESULT
Influence (I) - Charismatic and engaging. I-type VAs excel in client communication, networking, and keeping teams motivated.
EF ENGLISH TEST RESULT
Demonstrates excellent fluency and clear pronunciation. Communicates ideas effectively using a broad vocabulary, including idiomatic expressions. Uses complex grammar structures with flexibility, maintaining coherence and clarity.
COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)
Can understand and use familiar everyday expressions and basic questions about personal details.
Can have very short social exchanges and give information on familiar and routine matters when traveling.
Can briefly describe past events and future plans, give reasons for opinions and explain advantages and disadvantages.
Can communicate confidently in a variety of academic and professional environments.
Can use the language flexibly and effectively for social, academic and professional purposes.
Can understand with ease virtually everything heard or read and can summarize information from different sources.
EDUCATION
CESDE - Colombia, Medellin
Occupational Health and Safety Officer
2021