Dayana Sosa
Customer Service Representative
Summary
Bilingual professional with a Bachelor's degree in English Education and strong experience in customer service multi-channel communication, technical troubleshooting, and delivering tailored solutions in e-commerce and healthcare. Skilled in resolving complex issues and maintaining high customer satisfaction in fast-paced environments. Known for attention to detail, organizational abilities, and a service-oriented mindset.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Amazon
05.2024 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinated real-time delivery issue resolution between drivers and internal systems.
- Provided step-by-step support for navigation, app use, and account updates.
- Made payment request on behalf of the customers.
- Escalated complex cases to the appropriate departments with complete documentation.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Medical Appointment Scheduler
OCLINICALS
11.2022 - 11.2023
- Scheduled medical procedures and managed calendar availability for over 20 specialists.
- Verified patient information including insurance and clinical intake forms.
- Maintained accurate records, improving schedule efficiency and minimizing missed appointments.
- Streamlined communication between patients and providers, reducing follow-up delays.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Social Media Advertiser Support Agent
Atento Colombia
08.2021 - 11.2022
- Evaluated advertising content for policy compliance and assisted clients with campaign setup for META.
- Managed case escalation processes and delivered user-friendly technical guidance.
- Provided personalized customer service by addressing client concerns and ensuring smooth issue resolution through follow-up and support.
- Drove client revenue growth with targeted advertising campaigns that successfully differentiated their products and services from the competition.
Bilingual Customer Support Agent
Concentrix
05.2020 - 08.2021
- Handled inbound inquiries and complaints regarding medical benefits, accounts, and services.
- Resolved insurance and service issues, ensuring client satisfaction.
- Maintained accurate CRM data and exceeded performance KPIs monthly.
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
Education
Bachelor's Degree - English Education
Fundación Universitaria Colombo Internacional (UNICOLOMBO)
Cartagena, Colombia11-2020
English Proficiency Certificate - English-as-a-Second-Language Education
Centro Colombo Americano De Cartagena
Cartagena, Colombia 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Data entry
Scheduling and time management
Remote work efficiency
Technical troubleshooting
CRM knowledge (Salesforce)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Amazon
05.2024 - 06.2025
Medical Appointment Scheduler
OCLINICALS
11.2022 - 11.2023
Social Media Advertiser Support Agent
Atento Colombia
08.2021 - 11.2022
Bilingual Customer Support Agent
Concentrix
05.2020 - 08.2021
English Proficiency Certificate - English-as-a-Second-Language Education
Centro Colombo Americano De Cartagena
05.2001 -
Bachelor's Degree - English Education
Fundación Universitaria Colombo Internacional (UNICOLOMBO)