Karen Quiroz
Naas,DC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Content Moderation/ Customer Service Representative Tier 2
Sutherland Global Services
Bogotá
04.2021 - 11.2023
- Resolve product or service problems via chat/email via Salesforce, by clarifying the customer's complaint; assist B2B customers with ad placement and ad targeting
- File bugs and follow up via Jira; troubleshoot issues; act as mentoring resource for junior staff, managing escalations from CSRs as needed
- Lead weekly calls addressing new policies, procedures; deliver new hire training and make sure all training material is up to date, while keeping tier 1 responsibilities
- Investigate and research charge discrepancies, claims processed incorrectly
- Accomplishments: Thanks to great results, QA team selected me as back up for the Quality Assurance team, handling weekly audits for the team.
Content Moderation / Customer Service Representative Tier 1
Sutherland Global Services
Bogotá
08.2020 - 04.2021
- Ensure that all published content met the company's quality standards by reviewing it against a checklist of criteria
- Approve or disapprove new and changed submissions based on the moderation guidelines
- Promptly respond to inquiries and requests from prospective and current customers.
Customer Service Representative
Sutherland Global Services
Bogotá
05.2018 - 08.2020
- Determinate the cause of any issues customers may have; selecting and explaining the best solution to solve the problem
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Customer Service Representative
Sitel Colombia
Bogotá
03.2017 - 03.2018
- Generate sales leads and take payment information and other pertinent information such as addresses and phone numbers
- Attempt to persuade customers to reconsider cancellation
- Manage large amounts of incoming interactions via chat.
Customer Service Representative
Convergys Customer Service Management
Bogotá
02.2016 - 07.2016
- Assist with placement of orders, refunds, or exchanges via phone
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Meet personal/team sales targets and call handling quotas.
Education
Bachelor of Arts - History
National University of Colombia
Bogotá, Colombia06-2017
Skills
- Client Relations
- Critical Thinking
- Quality Control
- Staff Training
- Technical Support
- Microsoft Office Suite
Languages
Spanish
First Language
English
Proficient (C2)
C2
Portuguese
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Content Moderation/ Customer Service Representative Tier 2
Sutherland Global Services
04.2021 - 11.2023
Content Moderation / Customer Service Representative Tier 1
Sutherland Global Services
08.2020 - 04.2021
Customer Service Representative
Sutherland Global Services
05.2018 - 08.2020
Customer Service Representative
Sitel Colombia
03.2017 - 03.2018
Customer Service Representative
Convergys Customer Service Management
02.2016 - 07.2016
Bachelor of Arts - History
National University of Colombia
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