Johanna Marcela Riascos
Customer Service /Tech Support Representative
Bogotá
Summary
Talented Customer Service/Technical Support Representative skilled 2+ years of experience at offering clients easy-to-understand guidance and exceptional support. Positively impacts all customer interactions and engineering efforts for supported products based on best practices (looking for best, easier and faster resolution for the customer). Enhance customer satisfaction and experience by actively listen to their concern empathizing with the user building rapport.
Overview
2
2
years of professional experience
Work History
Billingual CSR
Intouch Cx
05.2023 - 09.2024
- Offer prompt assistance to customers in order to solve concerns about their reservations, accounts or trip status, through all channels (Calls, Emails, Messaging) in English and Spanish.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
- Maintained thorough knowledge of company policies, procedures, and offerings to confidently address questions from diverse clientele in both languages.
- Exceeded performance metrics consistently, demonstrating exceptional skills in handling high volumes of calls in two languages.
TSR & CSR
Intelcia
09.2022 - 05.2023
- Responded to customer requests for products, services, and company information.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Identified issues, analyzed information and provided solutions to problems by guiding the customer through troubleshooting steps.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Education
Bachelor Degree in Billingualism - Teaching English As A Second Language (ESL)
Universidad El Bosque
Bogotá, Colombia 05.2001 -
High School Diploma -
IDIC
Bogotá, Colombia 05.2001 -
Skills
- Empathy
- Customer Relations
- Ability to work under pressure
- Fast Learner
- Call Management
- Product Knowledge
- Active Listening
Languages
Spanish
Native language
English
Advanced
C1
Software
Microsoft Office Skills
Canva
Personal Information
Hobbies: Read new books when having free time., Spend time with Family and friends., Go for a walk every morning.
Timeline
Billingual CSR
Intouch Cx
05.2023 - 09.2024
TSR & CSR
Intelcia
09.2022 - 05.2023
Bachelor Degree in Billingualism - Teaching English As A Second Language (ESL)
Universidad El Bosque
05.2001 -
High School Diploma -
IDIC
05.2001 -
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