Nathaly del Rocio Garcia Osorio
________________________
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 -
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