Nathaly del Rocio Garcia Osorio
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Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
New Leaf Service Contracts
03.2025 - Current
- Process customer claims for major appliance services, ensuring accuracy and timely resolution.
- Act as a liaison between customers and service providers to coordinate service requests and resolve issues.
- Deliver customer support via phone and email, enhancing satisfaction and retention.
- Ensure compliance with contract terms and conditions while protecting company policies.
- Guide customers through detailed troubleshooting steps to reduce service delays.
- Provide backup support for back-office operations to maintain workflow efficiency.
- Support the True Blue Program as a dedicated Customer Care Specialist, fostering customer loyalty and trust.
Patient Customer Service Representative
Glass Mountain BPO
01.2023 - 12.2024
- Facilitated communication between patients and healthcare providers with empathy and accuracy.
- Scheduled medical appointments and coordinated follow-ups to streamline patient care.
- Processed medication refill requests and ensured timely approvals.
- Maintained detailed patient records in CRM systems while ensuring compliance with healthcare regulations.
- Addressed patient concerns with professionalism, improving satisfaction and trust.
- Collaborated with healthcare professionals to improve efficiency of patient care processes.
Customer Service & Tech Support Specialist
Teleperformance
06.2021 - 01.2023
- Resolved customer concerns efficiently using strong problem-solving skills.
- Managed hotel reservations, modifications, and cancellations with accuracy.
- Provided personalized booking recommendations to customers, increasing satisfaction.
- Upsold and promoted hotel services to boost sales performance.
- Maintained accurate reservation and transaction records in CRM systems.
- Provided multi-channel support via phone, email, and chat to improve guest experiences.
- Collaborated with hotel partners to resolve booking discrepancies and special requests.
- Guided customers through troubleshooting steps successfully.
Education
Bachelor in International Relations -
Francisco Gavidia University
San Salvador, SS 05.2001 -
Skills
Customer Service Excellence
Problem-Solving & Conflict Resolution
Sales and Upselling Techniques
Communication and Active Listening
Attention to Detail and Accuracy
Multitasking and Time Management
Team Collaboration
CRM and Booking Systems Proficiency
English Level: Advanced (C1)
Quality assurance
Customer service excellence
Timeline
Customer Care Specialist
New Leaf Service Contracts
03.2025 - Current
Patient Customer Service Representative
Glass Mountain BPO
01.2023 - 12.2024
Customer Service & Tech Support Specialist
Teleperformance
06.2021 - 01.2023
Bachelor in International Relations -
Francisco Gavidia University
05.2001 -