Mariana Flores Gutierrez
Calle Los Andes 342, Lima 15001, Peru
+51 987 654 321
mariana.flores@email.com


PROFESSIONAL EXPERIENCE

Customer Service / Invoice-Billing Supervisor
Soluciones Empresariales Peru, Lima
March 2021 – Present

Oversee daily operations of a customer service and billing department with a team of 12 representatives, ensuring accurate invoice processing, dispute resolution, and exceptional customer support. Manage end-to-end billing cycles including invoicing, payment processing, refund administration, and account reconciliation.

• Supervise billing operations processing over 2,500 invoices monthly with 98% accuracy rate, reducing billing errors by 35% through implementation of quality control procedures
• Lead customer service team handling 400+ daily inquiries across multiple channels, maintaining customer satisfaction score of 92%
• Develop and implement standard operating procedures for dispute resolution, reducing average resolution time from 7 days to 3 days
• Coordinate with accounting department to streamline payment card processing and refund administration workflows
• Conduct weekly team training sessions on Microsoft Office tools, billing software, and customer service best practices
• Manage repair agreement billing processes and ensure timely invoicing for field service operations
• Analyze departmental metrics and prepare monthly performance reports for senior management


Customer Service Team Lead
Gestión de Servicios Andinos, Arequipa
June 2018 – February 2021

Led a team of 6 customer support representatives in a high-volume call center environment, focusing on billing inquiries, payment processing, and general operations support.

• Coordinated team organization and daily task assignments to optimize workflow efficiency
• Handled escalated customer disputes and complex billing issues, achieving 89% first-call resolution rate
• Assisted in call center development initiatives, including implementation of new CRM software
• Trained new hires on customer service protocols, invoicing procedures, and dispute resolution techniques
• Processed refunds and payment adjustments in accordance with company policies


Senior Customer Service Representative
Corporativo de Atención al Cliente, Lima
January 2016 – May 2018

Provided comprehensive customer support for billing, invoicing, and account management inquiries in a business process outsourcing environment.

• Managed customer accounts and processed invoicing requests with high attention to detail
• Resolved billing disputes and payment discrepancies through effective communication and problem-solving
• Maintained thorough knowledge of payment card processing systems and refund procedures
• Consistently exceeded monthly performance targets for call volume and customer satisfaction
• Earned Certified Customer Service Representative certification in 2017


Customer Service Representative
Centro de Operaciones Comerciales, Callao
August 2013 – December 2015

Handled inbound customer inquiries related to billing, general operations, and account services in a fast-paced call center setting.

• Processed customer payments and maintained accurate billing records
• Assisted customers with invoice questions and account balance inquiries
• Utilized Microsoft Office suite to document customer interactions and generate reports
• Achieved 95% quality assurance score through consistent adherence to service standards


EDUCATION

Bachelor of Science in Business Administration
Universidad Nacional Mayor de San Marcos, Lima
Graduated: May 2013


CERTIFICATIONS

Certified Customer Service Representative (CCSR)
Issued: 2017


SKILLS

Customer Service & Support
Invoicing & Billing
Dispute Resolution
Refund Administration
Payment Card Processing
Team Organization & Leadership
Call Center Operations
Business Process Outsourcing
Accounting Fundamentals
Microsoft Office (Excel, Word, Outlook)
Field Service Coordination
Repair Agreement Management