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I am a passionate professional with strong communication skills and experience working in structured, international environments. I am a native Spanish speaker, fluent in English, and currently developing basic Croatian. I enjoy helping customers, solving problems efficiently, and delivering clear, friendly, and reliable support across channels such as email, chat, and phone. I am detail-oriented, organized, and comfortable working with digital tools and computer-based systems. I adapt quickly to new environments, work well in multicultural teams, and value professionalism, teamwork, and long-term stability. I am motivated by opportunities that allow me to grow, improve my language skills, and contribute to high-quality customer experiences in international settings.…I am a passionate professional with strong communication skills and experience working in structured, international environments. I am a native Spanish speaker, fluent in English, and currently developing basic Croatian. I enjoy helping customers, solving problems efficiently, and delivering clear, friendly, and reliable support across channels such as email, chat, and phone. I am detail-oriented, organized, and comfortable working with digital tools and computer-based systems. I adapt quickly to new environments, work well in multicultural teams, and value professionalism, teamwork, and long-term stability. I am motivated by opportunities that allow me to grow, improve my language skills, and contribute to high-quality customer experiences in international settings.

Rafaela Llanos Ivanovic

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I am a passionate professional with strong communication skills and experience working in structured, international environments. I am a native Spanish speaker, fluent in English, and currently developing basic Croatian. I enjoy helping customers, solving problems efficiently, and delivering clear, friendly, and reliable support across channels such as email, chat, and phone. I am detail-oriented, organized, and comfortable working with digital tools and computer-based systems. I adapt quickly to new environments, work well in multicultural teams, and value professionalism, teamwork, and long-term stability. I am motivated by opportunities that allow me to grow, improve my language skills, and contribute to high-quality customer experiences in international settings.…I am a passionate professional with strong communication skills and experience working in structured, international environments. I am a native Spanish speaker, fluent in English, and currently developing basic Croatian. I enjoy helping customers, solving problems efficiently, and delivering clear, friendly, and reliable support across channels such as email, chat, and phone. I am detail-oriented, organized, and comfortable working with digital tools and computer-based systems. I adapt quickly to new environments, work well in multicultural teams, and value professionalism, teamwork, and long-term stability. I am motivated by opportunities that allow me to grow, improve my language skills, and contribute to high-quality customer experiences in international settings.

Available to hire

I am a passionate professional with strong communication skills and experience working in structured, international environments. I am a native Spanish speaker, fluent in English, and currently developing basic Croatian.

I enjoy helping customers, solving problems efficiently, and delivering clear, friendly, and reliable support across channels such as email, chat, and phone. I am detail-oriented, organized, and comfortable working with digital tools and computer-based systems.

I adapt quickly to new environments, work well in multicultural teams, and value professionalism, teamwork, and long-term stability. I am motivated by opportunities that allow me to grow, improve my language skills, and contribute to high-quality customer experiences in international settings.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Spanish; Castilian

Fluent

Work Experience

Team Lead - Quality Assurance Engineer at Encora

April 1, 2023 - June 1, 2025

Coordinated with clients to define and execute project actions and tasks, ensuring alignment with project goals. Implemented a tracking and evaluation system, conducting daily reviews of team tickets and providing feedback. Led weekly ticket quality and productivity assessments and prepared quarterly performance reports using a customized database to identify top performers and improvement opportunities. Addressed challenges affecting project execution and team dynamics. Maintained open communication with team members and clients, and organized training sessions on new tools and skills for evolving projects.

Quality Assurance Engineer at Encora

June 1, 2022 - March 1, 2023

Collaborated with clients to establish daily ticket quotas and project requirements. Conducted thorough reviews of each ticket against client specifications, documented identified bugs, and ensured accurate representation in the client's system. Regularly updated web pages and tickets, maintaining logs and records.

Internship in Human Resources Unit at Yacimientos Petrolíferos Fiscales Bolivianos (YPFB)

September 1, 2021 - March 1, 2022

Established an efficient document management system for 198 employee files; achieved 85% compliance in updated personnel information. Built a comprehensive database and standardized file naming conventions; assisted in payroll management and employee enrollment processes.

Occupational Health and Safety Professional - Thesis Student at American Iris Paper Company S. A.

February 1, 2021 - August 1, 2021

Designed and implemented an Occupational Health and Safety Program to comply with NTS 009/18; conducted risk assessments and developed a tailored HIRA matrix to prioritize training. Created procedures for managing Occupational Hygiene studies, estimated implementation cost, and developed emergency response plans and signage updates.

Internship in Operations Department at Yo Pasante Bolivia

January 1, 2021 - September 1, 2021

Assisted in operating a mobile internship-matching app; drafted manuals for processes, created process flowcharts, and identified areas for ongoing improvement. Completed a Design Sprint course to enhance user experience.

Internship in Warehouse and Quality Control at Banco de Alimentos de Bolivia

August 1, 2020 - December 1, 2020

Analyzed food handling practices, managed fluctuating donation volumes, and assessed donated items for quality. Directed waste segregation and explored composting and revenue generation opportunities from surplus foods.

CEO and Owner at Marli’s Bakery / Marli’s Panettone

October 1, 2020 - Present

Led logistics, production, sales, marketing, and finance for a family-owned panettone business; operated during Christmas seasons and expanded with a sugar-free variant.

CEO and Owner at Marli’s Bakery Fit Edition

June 1, 2021 - Present

Overseeing logistics, production, sales, marketing, and finance for a sugar-free bakery line.

Catechist at DIRMI

March 1, 2019 - September 1, 2019

Catechist for Confirmation and First Communion; prepared lessons, organized retreats, and supported faith formation activities.

Pro Secretary at Croatian Benevolent Society of Cochabamba

June 1, 2022 - June 1, 2023

Attended community meetings, took notes, transcribed summaries, and contributed to new projects and decisions.

Volunteer at Banco de Alimentos de Bolivia

January 1, 2021 - June 1, 2022

Volunteered in quality control and food safety; assisted in food rescue, inspection, and distribution.