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Ana Eraso
Ana Eraso

Customer Service Professional

Actively looking · Member since 23 Sep 2026
Message
Location
Bogotá, Colombia
Desired salary
Unspecified
Work preference
Remote Only
Experience level
Lead

About

Professional summary

I am a Business Administrator with extensive experience in customer service, contact center operations, and BPO environments.

I have managed customer requests, complaints, case follow-up, information updates, and multichannel communications, always focusing on clear and timely responses.

Throughout my career, I have coordinated operational teams, supported advisors and back-office personnel, and ensured continuity and quality in customer service.

I am experienced in monitoring service commitments, escalating cases when required, and communicating progress, agreements, and resolutions to clients.

I also have experience preparing service reports and tracking performance indicators such as SLA and NPS.

I stand out for effective communication, organization, responsibility, service orientation, and the ability to coordinate operational processes through resolution.

Skills

9 capabilities
Call Center SupervisionClient CommunicationCustomer ServiceCustomer SupportEscalation ManagementInternal AuditingOperational ManagementReportingTeam Leadership

Experience

Career history

Operations Manager Américas BPS

Managed and followed up on client requests, ensuring clear and timely responses. Coordinated situations requiring collaboration across multiple areas through to resolution.

Handled complaints and service cases, including escalations when necessary. Monitored customer commitments and response times, updated operational information, prepared reports, and tracked SLA and NPS indicators.

Maintained ongoing client communication regarding progress, agreements, and case closures. Supported advisor and back-office teams to maintain service quality and operational continuity.

Call Center Follow-up Leader and Campaign Coordinator Américas BPS

Worked as a Call Center Follow-up Leader for the Land Restitution Unit and as Campaign Coordinator for Supersalud, INVIAS, and the Bogotá Mayor's Office Line 195.

Monitored service operations, followed up on customer requirements, and supported service management processes. Coordinated operational activities to maintain service continuity and response quality.

Education

Learning history

Universidad Católica

Specialization, Social and Economic Project Formulation and Evaluation

Specialization in Formulation and Social and Economic Evaluation of Projects.

Universidad Cooperativa de Colombia

Bachelor's Degree, Business Administration

Degree in Business Administration.

Universidad Cooperativa de Colombia

Diploma, Strategic Management

Diploma in Strategic Management.

Fundación de Egresados U. Distrital

Internal Auditor Certification, Integrated Management Systems

Internal Auditor in Integrated Management Systems, including ISO 9001:2015, ISO 14001:2015, and OHSAS 18001:2007.

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