Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carolina Ortiz Gonzalez

Kitchener,ON

Summary

Well-qualified Customer Service experience with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision-makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Currently pursuing Bachelor's in Human Resources Management to bring positive industry impact centered on organizational behavior and change management. Proficient in scheduling interviews, posting job openings, organizing events and enhancing team engagement, and performing various administrative tasks. Fluent in English and Spanish.

Overview

6
6
years of professional experience

Work History

Customer Service Champion

Thinkific
Toronto, ON
02.2022 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Participate in different projects to improve the product and customer satisfaction


Additional Projects

Enablement Explore Program

  • Support updating training courses based on defined skill and knowledge needs.
  • Collaborate with teams that are delivering customer-facing products and services to contribute to new product feature enablement training/resources.
  • Effectively provide coaching through written feedback.


People Specialist Experience

  • Provide support and create multiple activities to engage employees
  • Create a budget and deliver activities for employees in different location, find vendor, organization, planning and execution of the activities successfully


Customer Service Specialist

Booking.com
Toronto, ON
03.2019 - 09.2022
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Assistant Sales Manager

YM INC
Toronto, ON
07.2018 - 01.2019
  • Developed sales strategy based on research of consumer buying trends and market conditions.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Generated sales report to help upper management make effective decisions and sales plans.
  • Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
  • Trained 20 new sales representatives on sales strategies and processes to reduce shoplifting and increase customer satisfaction.
  • Managed and motivated sales team to increase revenue 120% .
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Assistant - Settlement Program

Peel Multicultural Council
Mississauga, ON
01.2017 - 05.2018
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Prepared variety of different written communications, reports and documents.
  • Developed and maintained courteous and effective working relationships.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Used coordination and planning skills to achieve results according to schedule.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Bachelor of Arts - Human Resource Management

York University
Toronto, ON
04.2023

Social Work Diploma - Social Work

Seneca College of Applied Arts And Technology
North York, ON
07.2018

Bachelor in Law - Labour Relations And Employment Law

Autonoma University
Colombia
09.2014

Skills

  • Customer Data Confidentiality
  • Proactive Communication
  • Company Policies and Procedures Training
  • Processing Grievance Documentation & Personnel Documentation Verification
  • Personnel Reports Preparation
  • Employee Data Record Keeping
  • Workforce Planning
  • HR Support
  • Employee Timesheet Processing
  • Human Resources Policy Implementation
  • Employee Feedback

Timeline

Customer Service Champion

Thinkific
02.2022 - Current

Customer Service Specialist

Booking.com
03.2019 - 09.2022

Assistant Sales Manager

YM INC
07.2018 - 01.2019

Assistant - Settlement Program

Peel Multicultural Council
01.2017 - 05.2018

Bachelor of Arts - Human Resource Management

York University

Social Work Diploma - Social Work

Seneca College of Applied Arts And Technology

Bachelor in Law - Labour Relations And Employment Law

Autonoma University
Carolina Ortiz Gonzalez