Summary
Overview
Work History
Education
Skills
Work Availability
Languages
Websites
Timeline
AssistantManager
Dayana Sosa

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, Colombia
11-2020

English Proficiency Certificate - English-as-a-Second-Language Education

Centro Colombo Americano De Cartagena
Cartagena, Colombia
05.2001 -

Skills

Customer service

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

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)

Similar Profiles

CREATE PROFILE
Dayana SosaCustomer Service Representative