Paola Loaiza Aguilar
Alajuela
Summary
Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
Work History
Talent Supply
InfoTree Global Solutions
05.2022 - Current
- Collaborate closely with recruiters to understand the current and future hiring needs of P&G, ensuring a deep understanding of the organization's talent requirements.
- Utilize the Workday system and other recruitment tools to identify potential talent sources, effectively expanding the candidate pool and improving the quality of hires.
- Accompany candidates throughout the recruitment and selection process, providing a seamless and positive experience that reflects the company's commitment to candidate satisfaction.
- Maintain accurate and up-to-date candidate records in the Workday system, ensuring data integrity and facilitating efficient candidate tracking and reporting.
- Provide timely and effective communication to candidates, keeping them informed of their application status and next steps in the recruitment process.
- Collaborate with hiring managers to develop job descriptions and requirements that attract top talent and align with the organization's strategic objectives.
- Continuously evaluate and improve recruitment processes, identifying opportunities for efficiency and effectiveness, and implementing best practices to optimize the talent acquisition function.
Chat Customer Service Advisor
Foundever - Sykes
08.2022 - 06.2023
- Demonstrated exceptional communication skills by effectively and concisely addressing customer needs and concerns through online chat, resulting in high customer satisfaction ratings.
- Displayed empathy and patience in every interaction, ensuring a positive customer experience and fostering customer loyalty.
- Successfully managed multiple chat conversations simultaneously, maintaining a high level of efficiency and productivity.
- Consistently met or exceeded performance targets, such as response time and customer satisfaction metrics.
Customer Service Advisor and Quality Analyst
DHL Express US
09.2020 - 04.2022
- Provided exceptional customer service through multiple communication channels, including phone, email, and online chat, by promptly addressing inquiries, resolving issues, and delivering accurate information about shipments and DHL Express services.
- Maintained a high level of customer satisfaction by consistently meeting or exceeding performance metrics, such as response time, resolution rate, and customer feedback ratings.
- Conducted quality analysis of customer interactions by reviewing call logs, emails, and chats, using predefined metrics to evaluate the performance of customer service representatives.
- Identified areas for improvement and implemented targeted training programs to enhance the quality and effectiveness of customer service interactions.
Reservation Agent
Sky Adventures
07.2019 - 07.2020
- Responded to customer inquiries via phone and email, providing detailed information about tours, schedules, rates, and reservation policies in a timely and professional manner.
- Processed bookings and payments for tours and activities, ensuring accuracy and efficiency in the company's reservation system.
- Communicating with individuals or businesses who have outstanding debts, usually through phone calls, emails, or letters, to remind them of their payment obligations.
- Collaborated with team members to ensure smooth operations and excellent customer experiences.
- Maintained clear and concise documentation of customer interactions and reservations, ensuring accurate record-keeping and easy retrieval of information.
Passenger Service Agent
Gas Group Support Aviation S.A.
02.2018 - 02.2019
- Provided exceptional customer service as a Passenger Service Agent for COPA AIRLINES, ensuring a smooth and enjoyable travel experience for passengers.
- Documented passenger information accurately and efficiently, maintaining a high level of attention to detail and adherence to security protocols.
- Demonstrated strong sales skills by effectively selling tickets and airline reservations, maximizing revenue for the company.
- Boarded planes efficiently and professionally, ensuring a seamless boarding process for passengers.
- Processed payments and billing for additional services, demonstrating strong financial acumen and attention to detail.
- Consistently followed company policies and procedures, ensuring compliance with all relevant regulations and guidelines.
- Diligently proofread all documentation and reports, ensuring accuracy and professionalism in all interactions with passengers and colleagues.
Education
Administration With An Emphasis On Human Resources -
U.N.C.A
03.2025
Flight Attendant -
IFA
11.2018
High School Diploma -
C.T.P De Sardinal
04.2017
Skills
- Talent Acquisition
- Attention to Detail
- Scheduling and Coordination
- Microsoft Office
- Calendar Management
- Call center experience
- KPI Monitoring
- Billing Procedures
Timeline
Chat Customer Service Advisor
Foundever - Sykes
08.2022 - 06.2023
Talent Supply
InfoTree Global Solutions
05.2022 - Current
Customer Service Advisor and Quality Analyst
DHL Express US
09.2020 - 04.2022
Reservation Agent
Sky Adventures
07.2019 - 07.2020
Passenger Service Agent
Gas Group Support Aviation S.A.
02.2018 - 02.2019
Administration With An Emphasis On Human Resources -
U.N.C.A
Flight Attendant -
IFA
High School Diploma -
C.T.P De Sardinal
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