Salesforce
Karen Gisell Contreras Maestre
Onboarding Specialist | Sales & Retention | Workforce Optimization | BPO Professional
Bogotá
Summary
With over four years of experience in the BPO and customer service industry, I have excelled in multiple roles, including customer service agent, OJT trainer, supervisor, quality analyst, and real-time analyst. I have a strong aptitude for verbal and written communication, problem-solving, sales strategies, and leadership. Known for my quick learning and adaptability, I consistently take on new challenges and advance into higher roles, earning the trust of peers and leadership. I thrive in fast-paced environments, always looking for ways to enhance customer experience, streamline processes, and drive performance. My ability to analyze root causes, anticipate needs, and exceed expectations has allowed me to contribute meaningfully to every role I've taken on.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer care and sales representative
ASURION
07.2024 - 12.2024
- Specialized in providing exceptional customer service while driving sales of protection packages for electronic devices
- Effectively identify customer needs and present tailored solutions to maximize satisfaction and sales
- Utilize advanced sales techniques such as consultative selling, objection handling, and rapport building to consistently exceed sales targets
- Developed a sales strategy that reduced Average Handle Time (AHT) while increasing sales, improving both efficiency and conversion rates
- Possess in-depth product knowledge, enabling me to educate customers on the value of device protection plans, fostering trust and long-term relationships
- Refined skills in upselling, cross-selling, and persuasive communication, adapting strategies based on data-driven insights to improve closing rates
Brand Specialist | Supervisor | Real-time Analyst
TDCX
07.2022 - 01.2024
- Provided multi-channel customer support for a major American clothing brand, excelling in service and efficiency.
- Designed productivity strategies that increased my productivity from 40 to 70 contacts a day. This strategy was later on used while I coached agents.
- Assisted VIP customers during onboarding to their specialized app, offering personalized support and guidance on the rewards program.
- Created strategies to reduce tardiness and launched incentive programs, boosting agent performance and engagement.
- Designed a plan that improved NPS, enhancing customer satisfaction and brand loyalty.
- Transitioned to Real-Time Analyst (RTA) after exceeding goals as Supervisor, optimizing workforce operation and increased productivity.
Customer Care Specialist | OJT Trainer
OPTUM
05.2021 - 06.2022
- Provided customer support for a U.S.-based healthcare company, taking more than 30 calls daily and ensuring customer satisfaction.
- Promoted to OJT Trainer, assisting groups of 15 to 20 new hires during onboarding and ensuring a smooth transition
- Designed a directory system that improved call transfers and interdepartmental communication
- Helped the operations team develop reports and strategies to detect and reduce work avoidance
- Thrived in a fast-paced, KPI-driven environment, standing out for proactivity, quick learning, and efficiency improvements
Tech Support Specialist
TELEPERFORMANCE
Bogotá, Bogota D.C.
08.2020 - 02.2021
- Provided technical support and customer service for a home technology company, resolving issues efficiently
- Assisted supervisors in developing improvement plans, enhancing agent performance and key metrics
- Excelled in troubleshooting, problem-solving, and customer satisfaction in a fast-paced environment
Education
Academic Bachelor -
Nuestra Señora De La Salette School
Bogotá, DCSkills
CRM systems
Email management
Data analysis and data entry
Project management and account management
Customer onboarding and training
Objection handling
Time management and organization
Multi-tasking
Adaptability and learning agility
Problem solving and Decision making
Software
Microsoft Office
Zendesk
References
· Jorge Murcia
TDCX | Operations Manager
3013575400
· Jorge Aristizabal
Teleperformance | Supervisor
Phone: 3218426855
Timeline
Customer care and sales representative
ASURION
07.2024 - 12.2024
Brand Specialist | Supervisor | Real-time Analyst
TDCX
07.2022 - 01.2024
Customer Care Specialist | OJT Trainer
OPTUM
05.2021 - 06.2022
Tech Support Specialist
TELEPERFORMANCE
08.2020 - 02.2021
Academic Bachelor -
Nuestra Señora De La Salette School
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