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Ana Ovares Mora

San José, San José, Costa Rica

Customer Support Specialist with 5+ years of bilingual experience in service industry

  • Handled high-volume inbound calls, chats, and escalations at Valor Global, supporting U.S. customers.
  • Trained new hires on systems, products, and protocols, enhancing team onboarding processes.
  • Delivered bilingual support at Concentrix and Juan Santamaría Airport, ensuring high customer satisfaction.
Customer Support
Advanced
Experienced in handling multi-channel support, including chat, phone, and email, with a focus on conflict resolution and client care.
Bilingual Communication
Expert
Proficient in English and Spanish, providing support and assistance in fast-paced, multilingual environments.
Training & Onboarding
Intermediate
Skilled in training new team members on systems, protocols, and customer service techniques.
CRM Systems
Intermediate
Utilized customer relationship management software to track interactions, manage cases, and document resolutions.
Sales & Client Care
Intermediate
Provided support in sales environments, assisting clients with product inquiries and maintaining high satisfaction levels.

Languages

Spanish
Bilingual
English
Bilingual
See Full Skillset on CazVid
2023 - 2024
Senior Customer Support Agent
Valor Global (ADT)
Handled high-volume inbound calls, chats, and escalations for U.S. customers., Provided floor support and covered supervisor duties when required., Trained new hires on systems, products, and protocols., Supported agents with real-time guidance and case resolution., Maintained strong quality and...
2020 - 2023
Customer Support Representative
Concentrix
Delivered bilingual customer support via phone and chat., Assisted with billing, account, and technical inquiries., Maintained high customer satisfaction scores.
Pre-pandemic
Customer Service & Retail Associate
Juan Santamaría International Airport
Assisted international travelers in retail and counter environments., Supported sales in duty-free and beauty areas., Provided bilingual assistance in fast-paced settings.
View Complete Work History
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