Ana Laura Flores Fernández
Resumen profesional
Over ten years of experience leading data analysis initiatives and creating end-to-end solution strategies focused on operational efficiency and customer satisfaction.
Datos destacados
13
13
years of professional experience
2
2
years of post-secondary education
Experiencia
Sales Assistant
Tek-Experts
01.2017 - 10.2025
- Develop problem-solving strategies to accomplish customer satisfaction in situations related to contract discrepancies, product configuration issues, and entitlement management.
- Use applied knowledge of software interfaces to resolve contract entitlement and licensing issues in collaboration with internal teams.
- Research pertinent account information to protect revenue and support growth.
- Implement process refinement and improvement by developing a deep understanding of internal business processes and policies.
- Receive and handle escalation cases involving entitlement issues, product configuration, contract discrepancies, and new deals.
- Develop resolution strategies for customer situations related to contract issues.
- Understand the quote process to review and provide accurate feedback or the respective approvals.
SDA
Tek-Experts
11.2015 - 12.2016
- Supported internal and external teams to resolve entitlement and configuration-related issues.
- Contributed to process improvements and ensured consistent customer satisfaction.
- Perform mediator tasks between technical departments and customers.
- Identify and route technical cases to the correct team.
Telephonist
ITS
12.2012 - 03.2015
- Quickly identified the nature of incoming calls and responded courteously.
- Managed telephone inquiries about general information on telecommunication.
- Worked under pressure and dealt effectively with critical cases.
Formación
Bachelor's degree - English
Universidad de Costa Rica
Bachelor's degree - Social Work
Universidad de Costa Rica
Técnico en Inglés Conversacional para la Atención de Centros de Servicio - undefined
Instituto Nacional de Aprendizaje
01.2005 - 12.2005
Customer Service Certificate - undefined
Instituto Nacional de Aprendizaje
01.2005 - 12.2005
Enfatiza tus habilidades clave
- Critical Thinking
- Data Analysis
- Problem Solving
- Time Management
- Planning & Organizing
- Teamwork
- Team Management & Mentorship
- Communication
Idiomas
Español
Idioma nativo
Inglés
Intermedio avanzado
B2
Cronología
Sales Assistant
Tek-Experts
01.2017 - 10.2025
SDA
Tek-Experts
11.2015 - 12.2016
Telephonist
ITS
12.2012 - 03.2015
Técnico en Inglés Conversacional para la Atención de Centros de Servicio - undefined
Instituto Nacional de Aprendizaje
01.2005 - 12.2005
Customer Service Certificate - undefined
Instituto Nacional de Aprendizaje
01.2005 - 12.2005
Bachelor's degree - English
Universidad de Costa Rica
Bachelor's degree - Social Work
Universidad de Costa Rica