Ximena - Operations Support Representative with 3+ years of customer service expertise

Guatemala City, Guatemala, Guatemalaen

Managed diverse case types including payments and refunds, ensuring timely resolution

Led training and knowledge base development for new team members, enhancing onboarding processes

Published on CazVid

Summary

Experienced support representative skilled in case handling, team training, and quality assurance within digital and retail environments.

Key Achievements

Served as Subject Matter Expert in account maintenance and project execution for mass closures

Skills

Customer ServiceAdvanced

Handled customer inquiries and facilitated resolution of issues across multiple channels.

Case ManagementAdvanced

Managed a variety of cases for different lines of business, including complex service requests.

Training & Knowledge ManagementIntermediate

Developed and delivered training materials and maintained knowledge base documentation.

Quality Assurance & Process ImprovementIntermediate

Ensured quality of team member work and contributed to process enhancements.

Technical Tools (Salesforce, Zendesk)

Experience

Operations Support Representative

Telus Digital

June 2022 - Present

Managing cases for different lines of business (create, send and solving cases for different types of requests, payments, refunds, etc), Reviewing paperwork of merchants requests for closures, Trainer for new team members (Schedule meetings and create a knowledge base with all the processes carried out in the LOB), Quality Assurance of team member’s work (New and current members), Subject Matter Expert in account maintenance and closures (Handle projects for mass closures), Taking care of escalation emails.