Carolina Serpas
San Salvador,SS
Summary
Experienced customer service representative in adept at navigating high-stress situations through empathetic resolution of complaints. Strong communication and listening skills, with expertise in dental insurance and CRM system and communication tools. Able to manage and organize incoming documents due to solid problem-solving skills.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Telus International
10.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated chats and emails efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Ubiquity
03.2022 - 09.2022
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to cardholder requests for banking information, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
SYKES
06.2021 - 12.2021
- Negotiated solutions with dissatisfied dental providers, turning potential negative reviews into positive testimonials.
- Responded to provider requests for benefits, claims and company information.
- Understanding of HIPAA regulations and the importance of patient data confidentiality.
- Management of dental insurance information.
Education
High School Diploma -
Colegio San Francisco
La Libertad, El Salvador11.2018
Skills
- Leadership
- Ability to work under pressure
- Customer Relationship Management (CRM)
- Team Development
- Live chat support
- Adaptability
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Service Representative
Telus International
10.2022 - Current
Customer Service Representative
Ubiquity
03.2022 - 09.2022
Customer Service Representative
SYKES
06.2021 - 12.2021
High School Diploma -
Colegio San Francisco
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