Kenny Caraballo Peña
Santo Domingo
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Agent
TRANSPERFECT CONNECT
10.2023 - 02.2024
- Make welcome calls to New York health insurance members, inform them of benefits and answer their questions in English or Spanish as needed.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
Chat Billing Agent
PBSC (AZORD, S.R.L.)
04.2023 - 09.2023
- Work with customers to answer questions and provide real-time support for their concerns.
- Improved billing accuracy by conducting thorough reviews of invoices and account statements.
- Streamlined the billing process by implementing efficient software tools and organizational systems.
Document Management Officer
Manpower Group
08.2019 - 12.2022
- Collect loan contracts, account records, and credit card documentation dispersed across various branches nationwide, digitizing and categorizing them in accordance with established protocols.
- Guarantee availability, immediacy, and accessibility of documentation.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
Customer Service Representative
ORBIT CABLE
02.2016 - 11.2018
- Managed incoming calls from customers seeking technical support, addressed trouble reports, processed payments, and offered detailed information regarding their billing inquiries.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Chat Sales Representative
Talk2Rep
03.2014 - 08.2015
- Provided customer support via chat during online purchase transactions, presenting top products, and facilitating sales.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Expanded customer base through cold calling, networking, and relationship building.
Education
BACHELOR'S DEGREE IN CLINICAL PSYCHOLOGY -
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
VOICEOVER AND MASTER OF CEREMONIES -
ESCUELA NACIONAL DE LOCUCION PROF. OTTO RIVERA
12.2023
Certification - Intelligent Customer Service
Braintie Consulting, SRL
06.2015
Certification - English Immersion Program
MESCyT
11.2013
Skills
- Microsoft Office: (Word, Excel and Power Point)
- SAP System
- Banking applications
- Translator
- Copywriter
- Customer service
- Contract Negotiations
- Schedule Management
- Proactive
- Organized
- Interpersonal Skills
Accomplishments
As a Junior Customer Service Officer, I undertook the responsibility of supervising the department during the supervisor's absence. Throughout my tenure at Progreso, Talk2Rep, and Transperfect, I consistently ranked among the top 5 employees, earning monthly incentives as recognition of my exceptional performance.
Languages
SPANISH
Proficient
C2
ENGLISH
Intermediate
B1
Birthdate
12/17/87
Timeline
Agent
TRANSPERFECT CONNECT
10.2023 - 02.2024
Chat Billing Agent
PBSC (AZORD, S.R.L.)
04.2023 - 09.2023
Document Management Officer
Manpower Group
08.2019 - 12.2022
Customer Service Representative
ORBIT CABLE
02.2016 - 11.2018
Chat Sales Representative
Talk2Rep
03.2014 - 08.2015
BACHELOR'S DEGREE IN CLINICAL PSYCHOLOGY -
UNIVERSIDAD AUTONOMA DE SANTO DOMINGO
VOICEOVER AND MASTER OF CEREMONIES -
ESCUELA NACIONAL DE LOCUCION PROF. OTTO RIVERA
Certification - Intelligent Customer Service
Braintie Consulting, SRL
Certification - English Immersion Program
MESCyT
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