Karen Marte
Santiago,Santiago De Los Caballeros
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service and Tech Support Agent
Continuum Global Solutions
08.2019 - 11.2020
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Took payments over the phone.
- Resolved billing issues.
Customer Service Representative
Ecco Outsourcing Group
01.2017 - 05.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service and Sales Agent
Datavimenca
01.2016 - 01.2017
- Set and achieved company defined sales goals.
- Determined customer needs and interests to recommend products or services to customers.
- Negotiated prices, terms of sales and service agreements.
- Determined customer needs and interests to recommend products or services to customers.
- Achieved or exceeded company-defined sales quotas.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Processed customer orders and inquiries via phone and chats to foster top-quality service delivery.
Education
High School Diploma -
Technological Institute Mexico
Santiago De Los CaballerosSkills
- Customer Service and Assistance
- Correcting Discrepancies
- Professional Development
- Knowledge Base
- Customer Implementation Support
- Service Quality
- Efficient Service
- Client Satisfaction
- Credit Card Transaction Processing
- Friendly and Patient
- Issue and Resolution Tracking
- Customer Communication and Empathy
Certification
- Bookkeeping assistant - INFOTEP
- Office Package
(Microsoft Word, Microsoft Excel, Basic/Professional Typing) - Power Point Presentations.
- Internet surfing/Computer surfing. (Tech-savvy).
- High school specialized in Business Administration and Accounting.
Timeline
Customer Service and Tech Support Agent
Continuum Global Solutions
08.2019 - 11.2020
Customer Service Representative
Ecco Outsourcing Group
01.2017 - 05.2019
Customer Service and Sales Agent
Datavimenca
01.2016 - 01.2017
High School Diploma -
Technological Institute Mexico
- Bookkeeping assistant - INFOTEP
- Office Package
(Microsoft Word, Microsoft Excel., Basic/Professional Typing) - Power Point
- Tech Savvy
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