Nataly Puente

• Led a team of client success representatives supporting individuals enrolled in debt relief programs. Provided coaching, training, and performance feedback to ensure high-quality service and client satisfaction.
• Oversaw complex cases involving creditor negotiations and escalated client concerns. Collaborated with management to improve processes, monitor compliance, and drive team performance in meeting resolution and retention goals.

• Supported clients facing financial hardship by guiding them through the debt relief process and negotiating settlements with creditors.
• Acted as a trusted advocate, maintaining regular communication to provide updates, answer questions, and ensure clients stayed on track with their program.
• Helped reduce client stress by delivering compassionate, results-driven service tailored to individual financial situations.

• Managed high-priority customer complaints escalated to the Office of the President, including cases involving legal threats or active lawsuits. Acted as the main point of contact for clients, working to resolve disputes through refunds, exchanges, or repairs when appropriate.
• Collaborated with legal and executive teams to provide timely, compliant solutions and prevent further escalation. Maintained detailed case records and ensured sensitive matters were handled with discretion and professionalism.

Provided real-time support and guidance to front-line agents handling customer cases involving product repairs, refunds, and exchanges. Assisted with escalations, clarified policy and process questions, and ensured adherence to company procedures. Acted as a liaison between agents and management to help resolve complex customer issues and improve overall team performance.

Customer Service Representative – Refunds & Exchanges
Samsung Electronics
Dates of Employment (e.g., Feb 2017 – Apr 2018)

Supported customers experiencing issues with Samsung products by assessing eligibility for repairs, refunds, or exchanges. Handled inquiries, processed service requests, and coordinated with internal teams to ensure prompt and accurate resolution. Delivered empathetic, solution-focused service to maintain high customer satisfaction.

• Resolved delivery issues by assisting customers with tracking shipments and filing claims for lost or damaged packages.
• Delivered timely, courteous support via phone and email to enhance customer experience.
• Maintained accurate records and adhered to company procedures for effective claim resolution.

• Delivered technical support for internet, cable, and phone service inquiries.
• Troubleshot connectivity issues and guided users in equipment setup.