Laura Katherine Romero Murcia
Bilingual Agent
Bogotá
Summary
Dynamic Bilingual Customer Service Representative with two a and years of experience handling incoming calls, resolving customer issues, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Bilingual Customer Service Representative
Transcom
01.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Bilingual Customer Service Representative
Intouch CX
08.2022 - 09.2023
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
Technical Support Representative
Teleperformance
11.2021 - 07.2022
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
Education
Bachelor's Degree in Humanities And Spanish -
Universidad Distrital Francisco José De Caldas
Bogotá, Colombia. 05.2001 -
Skills
- Issue Research
- Call Management
- Service Recommendations
- Caller Assistance
- Customer Support
- Assertive communication
Timeline
Bilingual Customer Service Representative
Transcom
01.2024 - Current
Bilingual Customer Service Representative
Intouch CX
08.2022 - 09.2023
Technical Support Representative
Teleperformance
11.2021 - 07.2022
Bachelor's Degree in Humanities And Spanish -
Universidad Distrital Francisco José De Caldas
05.2001 -
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