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Joseline
Customer Support Specialist with 5+ years of multi-channel service experience
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Competencies
Proficient in using Salesforce, Zendesk, Kustomer, HubSpot, and live chat platforms for efficient customer issue resolution.
Experience managing virtual team communication with Slack, Boost, Google Chat, and documenting processes in Google Workspace and ticketing systems.
Skilled in data entry, account reconciliation, and process optimization, supporting financial and operational activities.
Strong problem-solving, multitasking, empathy, and adaptability, fostering positive customer and team interactions.
Education
Languages
Summary
Experienced customer service professional with over 5 years in call centers, chat support, and remote customer care, adept at multi-channel support and process improvements.
Key Achievements
- Managed and resolved over 35 customer interactions daily at TaskUs, maintaining a first-contact resolution rate above 85%.
- Reduced reconciliation delays by 30% through the implementation of an optimized payment route system at Estanciatex SAS.
- Provided multilingual support via calls, chats, and emails, consistently meeting KPIs and contributing to improved client satisfaction across roles.
Experience
Customer Care Specialist (Calls & Tickets)
Assisted customers through phone calls and ticketing platforms, providing high-quality service in a remote setting., Managed support tickets, ensuring prompt resolution and proper documentation., Collaborated with global teams to streamline processes and improve customer experience., Adapted to a...
Customer Expert Support (Calls & Chats)
Provided customer support via inbound calls and chat, ensuring timely resolution of inquiries., Delivered accurate information and solutions while maintaining empathy and professionalism., Handled high-volume interactions daily, consistently meeting KPIs for response time and customer satisfaction.
Customer Service Representative
Delivered multilingual support through inbound calls, emails, and live chat, resolving issues efficiently and maintaining high-quality standards., Assisted with documentation and updated customer records in internal systems for improved tracking and accuracy., Handled 35–40 interactions daily,...
English Teacher
Created personalized lesson plans and activities based on CEFR levels., Adapted teaching materials to enhance the learning experience., Provided feedback and progress reports to improve student performance and retention.
Accounting Assistant
Reconciled accounts and resolved billing discrepancies, recovering inactive balances over 5M COP., Created an optimized payment route system, reducing reconciliation delays by 30%., Used CG1 software for accurate reporting, improving reporting speed and clarity., Improved financial data accuracy...
Call Center Representative (Internship Program – SENA)
Provided customer service through inbound and outbound retention calls, improving client retention rates., Managed and updated the company’s customer database, ensuring accuracy and efficiency., Delivered detailed reports on retention calls and customer behavior trends., Assisted in e-commerce...