Karen Gonzalez
Ottawa,ON
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
optum
Bogotá, Bogotá
09.2023 - 04.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
sutherland
Bogotá, Bogotá
04.2021 - 08.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
mall plaza
Bogotá, Bogotá
03.2015 - 12.2019
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Strengthened customer retention by offering discount options.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Restaurant Server
El boliche de nico
Buenos Aires, Buenos Aires
11.2013 - 12.2014
- Provided menu recommendations and answered questions regarding food ingredients and preparation methods.
- Delivered beverages, appetizers, entrees, and desserts to guests in an efficient manner.
- Maintained cleanliness of restaurant area, including tables, chairs, floors, counters, windowsills.
Au Pair
Taunus
Bonn, Germany
10.2012 - 10.2013
- Organized playdates and activities for the children, ensuring their safety at all times.
- Cared for children in a nurturing manner by providing meals, snacks, bathing and dressing them.
- Assisted with homework assignments and tutoring sessions.
Sales Representative
Nalsani
Bogotá, Bogotá
03.2010 - 09.2012
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
Education
High School Diploma -
IED Restrepo Millan
Bogota01-2008
Skills
- Call Center Operations
- Call Management
- Appointment Scheduling
- Inbound and Outbound Calling
- Report Generation
- Complaint resolution
Languages
Spanish
Native/ Bilingual
English
Professional
Certification
- English As a Second Language - B1 Level/ Language SENA - Colombia, 2016 nov
- German As a Second Language -A2 Level / Goethe Institut - Colombia, 2012
Activities
- I am someone who enjoys the small pleasures in life, such as a good coffee. I enjoy writing and rapping In my free time I like to record songs and the most important thing is to have time with my daughter to go out and see new places.
References
References available upon request.
Timeline
Customer Service Representative
optum
09.2023 - 04.2024
Customer Service Representative
sutherland
04.2021 - 08.2022
Customer Service Representative
mall plaza
03.2015 - 12.2019
Restaurant Server
El boliche de nico
11.2013 - 12.2014
Au Pair
Taunus
10.2012 - 10.2013
Sales Representative
Nalsani
03.2010 - 09.2012
High School Diploma -
IED Restrepo Millan
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