Carolina Cetrulo
Welland,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Welcome Agent
Humakare
08.2022 - Current
- Provided support to social service clients in navigating available resources.
- Developed and maintained relationships with community organizations and agencies.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Welcomed refugees and assisted with daily needs
Customer Care Advisor
Achievers
07.2021 - 07.2022
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Insurance Agent
Ratesdotca
11.2020 - 06.2021
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Obtained underwriting approval by completing application for coverage.
First Response Advisor
RBC Insurance
07.2019 - 11.2020
- Investigated and processed claims swiftly to keep customers satisfied.
- Examined claims forms and other records to determine insurance coverage.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
Crew member
McDonalds
11.2018 - 07.2019
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Prepared products following restaurant, health, and safety standards and procedures.
- Operated cash register to ring up final bill and process various forms of payment.
Caption Agent
Teleperformance
10.2017 - 11.2018
- Applied proper diction to facilitate software transcription.
- Helped people with hearing loss communicate effectively by repeating conversations in real-time.
- Complied with call center quality standards by maintaining accuracy and speed.
Education
High School Diploma -
Colegio Elías Leiva Quirós
Cartago, Costa Rica01.2010
High School Diploma -
George Harvey Collegiate Institute
Toronto, Ontario01.2006
Skills
- Conflict resolution
- Energetic work attitude
- Customer service
- Adaptability
- Listening skills
- MS Windows proficient
- Fast learner
- Native speaker in Spanish and English
General Overview
Highly enthusiastic, friendly and energetic customer service representative with client interface experience looking to work for your company.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Welcome Agent
Humakare
08.2022 - Current
Customer Care Advisor
Achievers
07.2021 - 07.2022
Insurance Agent
Ratesdotca
11.2020 - 06.2021
First Response Advisor
RBC Insurance
07.2019 - 11.2020
Crew member
McDonalds
11.2018 - 07.2019
Caption Agent
Teleperformance
10.2017 - 11.2018
High School Diploma -
Colegio Elías Leiva Quirós
High School Diploma -
George Harvey Collegiate Institute
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