Gina Yepes
Bucaramanga
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Fubo
06.2021 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
T2 Billing Specialist
Fubo
06.2021 - Current
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Investigated and determined if Fraud claims were legitimate following company policies and act according to the company's guidelines.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Tech Support Representative
Fubo
06.2021 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Social Media Representative
Fubo
01.2021 - Current
- Managed multiple social media accounts simultaneously, maintaining consistent voice and message across platforms.
- Managed company reputation by addressing customer concerns and resolving issues in a professional manner.
- Improved customer engagement through timely responses to inquiries on various social media platforms.
English Teacher
MICROLANGUAGE
01.2018 - 03.2022
- ESL teacher.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
English Teacher
CELAI INSTITUTE
01.2020 - 03.2021
- ESL teacher.
- Prepared and implemented lesson plans covering required course topics.
- Developed innovative lesson plans to engage students in English language learning.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
Social Media Manager
WAIJIAOYI
01.2018 - 03.2019
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Increased customer engagement through social media.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Increased brand awareness by developing and implementing effective social media strategies.
Teacher Trainer
WAIJIAOYI
06.2018 - 01.2019
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached new teachers on best practices, providing constructive feedback to support their professional growth.
Online Group teacher
WAIJIAOYI
03.2017 - 01.2019
- Worked with students between ages 5 and 16 on grammar, pronunciation and sentence construction.
- Gently corrected student pronunciation and grammar to improve conversation skills.
- Developed strong rapport with students, fostering a positive and supportive virtual classroom environment conducive to learning.
- Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge.
- Used pre-written curriculum to teach students English via remote video conferencing.
Teacher Hiring and Recruiting Manager
WAIJIAOYI
6 2017 - 8 2018
- Increased candidate pool diversity with inclusive recruitment practices and strategic partnerships with diversity-focused organizations.
- Reduced employee turnover rate by developing comprehensive onboarding programs for new hires.
- Collaborated with department heads to identify staffing needs and develop customized recruitment plans tailored to each team''s requirements.
English Teacher
ST MARY'S COLLEGE
10.2017 - 07.2018
- Saturday morning Master classes
- Developed innovative lesson plans to engage students in English language learning.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Supported development of individualized education plans for students with special needs.
- Assisted in development of extracurricular activities and special events.
Corporative English Teacher
THE BRITISH CASTLE
1 2017 - 10.2022
- Tailored made lessons for corporate groups.
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Online English Techer at ITutor Group
Tutor ABC
02.2016 - 01.2019
- Boosted student confidence through tailored feedback and individualized support in areas of improvement.
- Developed strong rapport with students, fostering a positive and supportive virtual classroom environment conducive to learning.
- Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge.
- Used pre-written curriculum to teach students English via remote video conferencing.
- Incorporated diverse teaching strategies to accommodate various learning styles and engage all students in the material effectively.
Bilingual Social Media Specialist
Sutherland Global Services
03.2015 - 02.2016
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
- Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
Customer Service Representative
Sutherland Global Services
10.2014 - 03.2015
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Supported company growth by consistently meeting or exceeding performance metrics for email handling, first contact resolution, and customer satisfaction.
Customer Service Floor Support
TELEPERFORMANCE
12.2012 - 1 2014
- Provided constructive feedback to colleagues, helping improve overall team performance while maintaining positive working relationships.
- On high volume contact days I was responsible to work as a bridge between the agents and the management team
Recertification Specialist
TELEPERFORMANCE
09.2012 - 03.2013
- Bilingual Customer Service for US residents.
- Handled customer inquiries about getting recertified for their Assurance Wireless Lifeline.
- Resolved customer complaints with empathy, resulting in customers getting approved for a new lifeline.
- Actively listened to customers, handled concerns quickly.
Customer Service Representative for Assurance Wireless
TELEPERFORMANCE
6 2012 - 1 2013
- Bilingual Customer Service for US residents.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Arts - Law (Pre-Law)
Law Student
Bucaramanga, Colombia 05.2001 -
TESOL Certified Teacher - Teacher Education
International Open Academy
Online 05.2001 -
Skills
Complaint resolution
Call Management
Problem-solving abilities and resolution
Customer Service
Critical Thinking
Live chat, Social Media and Phones Customer-Technical support
Payment Processing
Building rapport
CRM Software
Proofreading
Excellent written and oral communication
Active Listening
Product Knowledge
References
- Camila Pedroza, +57 304 2478904
- Mauricio Calderon, 311 8646560
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Customer Service Representative
Fubo
06.2021 - Current
T2 Billing Specialist
Fubo
06.2021 - Current
Tech Support Representative
Fubo
06.2021 - Current
Social Media Representative
Fubo
01.2021 - Current
English Teacher
CELAI INSTITUTE
01.2020 - 03.2021
Teacher Trainer
WAIJIAOYI
06.2018 - 01.2019
English Teacher
MICROLANGUAGE
01.2018 - 03.2022
Social Media Manager
WAIJIAOYI
01.2018 - 03.2019
English Teacher
ST MARY'S COLLEGE
10.2017 - 07.2018
Online Group teacher
WAIJIAOYI
03.2017 - 01.2019
Online English Techer at ITutor Group
Tutor ABC
02.2016 - 01.2019
Bilingual Social Media Specialist
Sutherland Global Services
03.2015 - 02.2016
Customer Service Representative
Sutherland Global Services
10.2014 - 03.2015
Customer Service Floor Support
TELEPERFORMANCE
12.2012 - 1 2014
Recertification Specialist
TELEPERFORMANCE
09.2012 - 03.2013
Bachelor of Arts - Law (Pre-Law)
Law Student
05.2001 -
TESOL Certified Teacher - Teacher Education
International Open Academy
05.2001 -
Teacher Hiring and Recruiting Manager
WAIJIAOYI
6 2017 - 8 2018
Corporative English Teacher
THE BRITISH CASTLE
1 2017 - 10.2022
Customer Service Representative for Assurance Wireless
TELEPERFORMANCE
6 2012 - 1 2013