Ingrid Garcia Hernandez
North York,Canada
Summary
Enthusiastic bilingual (English & Spanish) customer service professional with over 4 years of experience in delivering exceptional service by assisting customers through various channels, including in person, chat, SMS, email, social media, and voice support and resolving customer issues. Skilled in troubleshooting technical issues ensuring best-in-class customer experiences. Committed to innovation, teamwork, and delivering seamless, engaging experiences to customers across diverse industries, including retail, finance, and digital platforms.
Overview
11
11
years of professional experience
Work History
Front Desk Supervisor and Customer Service advisor
Metro Inc.
05.2023 - Current
- Acted as a brand ambassador, ensuring a positive customer experience by assisting with inquiries and problem resolution
- Provided multichannel support via in-person, phone, and digital platforms to help customers navigate services and resolve issues
- Educated customers about store services, promotions, and loyalty programs to enhance engagement and satisfaction
- Leverage technology tools to process transactions, manage accounts, and troubleshoot customer concerns efficiently
- Trained and supervised front desk staff, ensuring consistent high-quality customer service and adherence to company policies
- Handle escalations and resolve complex customer concerns with patience and professionalism
- Maintain detailed records of customer interactions, issues, and resolutions to improve service processes
Front End Cashier
Metro Inc
10.2021 - 04.2022
- Provided exceptional customer service and efficiently managed transactions, offering assistance with digital payment systems and store policies
- Developed strong multitasking skills in a high-volume, fast-paced environment
- Demonstrated attention to detail while processing payments and maintaining high customer satisfaction
- Developed strong multitasking skills, handling high-volume customer interactions in a fast-paced environment
Teller & Client Service Representative
Bank Cavipetrol
10.2017 - 06.2019
- Accomplished to help customers with their banking products and accounts, by connecting each client with the right team member that was able to satisfy his financial goals
- Being successful to increase the customer's engagement with the bank in over 30% in a year period
- Managed to direct clients in the opening and closing of savings and checking accounts, achieving over a 90% of customer service satisfaction in the branch
Customer care
Atento Colombia
11.2013 - 02.2017
- Efficiently addressed and solved customer concerns, ensuring fast resolution of streaming and service-related problems
- Helped customers in resolving issues by offering clear, step-by-step guidance, setting up accounts, and utilizing platform features to enhance their experience
- Kept technical support by troubleshooting streaming issues, ensuring seamless access to content and user satisfaction
- Gathered customer feedback, identified patterns, and contributed insights to improve service quality and optimize the fan experience
- Maintained high customer retention by resolving issues promptly and offering personalized solutions to enhance fan loyalty
Education
Graduated Certificate - International Business Management
Lambton College
Mississauga, Ontario12.2023
Diploma - Customer Service
Greystone College
Toronto, Ontario03-2022
Diploma - Corporate Finance
Universidad Pontificia Bolivariana
Colombia10-2016
Bachelor - Public Accountant
Universidad Cooperativa De Colombia
Colombia06-2016
Skills
- Bilingual Communication (Spanish & English)
- Product and Service Knowledge
- Cultural Awareness and Sensitivity
- Troubleshooting technical issues
- Adaptability and Resilience
- Typing Speed & Data Entry
- Problem-Solving and Conflict resolution
- Multichannel Support Expertise
- Proficient in Microsoft programs and digital navigation
Timeline
Front Desk Supervisor and Customer Service advisor
Metro Inc.
05.2023 - Current
Front End Cashier
Metro Inc
10.2021 - 04.2022
Teller & Client Service Representative
Bank Cavipetrol
10.2017 - 06.2019
Customer care
Atento Colombia
11.2013 - 02.2017
Graduated Certificate - International Business Management
Lambton College
Diploma - Customer Service
Greystone College
Diploma - Corporate Finance
Universidad Pontificia Bolivariana
Bachelor - Public Accountant
Universidad Cooperativa De Colombia
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