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katherin
Representante de Soporte al Cliente en Transcom S.A.S.
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Competencies
Experiencia en soporte vía ticketing y llamadas, resolviendo consultas y gestionando reclamaciones.
Competente en actualización y seguimiento de registros, optimizando la atención y el seguimiento de casos.
Hábil en redactar respuestas claras y profesionales, garantizando satisfacción y fidelización.
Capacidad para escuchar y apoyar a los clientes en situaciones complejas con sensibilidad y profesionalismo.
Education
Languages
Summary
Representante de soporte con habilidades en gestión de casos, atención escrita y resolución de discrepancias, comprometida con la satisfacción del cliente y la mejora continua.
Key Achievements
- Gestionó consultas internacionales, asegurando resolución eficiente y satisfacción del cliente.
- Mantuvo registros precisos en CRM, facilitando seguimientos y mejoras en procesos.
- Capacitada en manejo de reclamaciones y discrepancias, reduciendo tiempos de resolución.
- Implementó buenas prácticas en atención escrita, mejorando la experiencia del usuario.
- Desarrolló habilidades empáticas en conversaciones complejas, fortaleciendo relaciones con clientes.
Experience
Customer Support Representative
Supported an international e-commerce marketplace through written ticketing channels, handling accounts, order, payment, refund, return, withdrawal, wallet balance, and package-related cases.. Collected customer documents requested by the payment provider for verification processes and ensured required information was available for follow-up.. Assisted with payment-related documentation, including payout and refund information, when customers requested supporting details or clarification.. Collected Denial of Receipt letters and related documentation to escalate package disputes and delivery issues with carriers.. Maintained accurate CRM records and organized case documentation while following procedures, SLAs, quality standards, and market-specific workflows.
Outbound / Inbound Customer Support Agent
Handled customer support calls, identified customer needs, confirmed information, explained next steps, and updated CRM records for accurate follow-up.. Coordinated customer handoffs to real estate agents and routed mortgage-related inquiries to lending advisors, ensuring information was transferred clearly and accurately.
Psychologist / Recruitment and Training / Interviewer
Conducted interviews, prepared clear written reports, facilitated training and workshops, and supported people through complex conversations with empathy and professionalism.