Lina Angelica Jaimes Perez
Bucaramanga,Colombia
Summary
Customer Service Representative with 3 years of remote (WAHA) experience supporting U.S. and Canadian clients across financial and retail accounts. Skilled in conflict resolution, multichannel support (calls, chat, email), payment processing, and SOP compliance. Strong multitasking abilities with consistent performance in high-volume, target-driven environments.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Foundever
Remote
07.2023 - 10.2023
- Delivered English-language phone and email support for product inquiries, returns, and order verification.
- De-escalated customer concerns and provided clear resolution steps aligned with brand guidelines.
- Ensured accurate refund processing and strong brand representation.
Customer Service Representative
Teleperformance
Remote
11.2020 - 05.2023
- Provided multichannel support (calls, chat, email) for U.S. and Canadian financial and retail accounts.
- Resolved high-volume customer inquiries while meeting AHT, quality, and compliance KPIs.
- Handled account verification, financial security flows, refunds, and order-related concerns.
- Maintained accurate CRM documentation and followed strict SOP guidelines.
Administrator
Nemesis Dance School
Piedecuesta
11.2017 - 08.2019
- Managed customer service for parents and students, including pricing inquiries and program information.
- Processed payments, balanced cash register, and oversaw monthly tuition and uniform sales.
- Coordinated inventory and supply orders (costumes, accessories, food), ensuring operational efficiency.
Education
Social Media Marketing Course -
Hult International Business School
Online10.2025
Conversational Japanese Certificate -
Central Piedmont Community College
Charlotte, NC09.2024
Technical Degree in Sales of Products And Services -
SENA
Bucaramanga12.2018
Skills
- CRM Platforms (Salesforce, Zendesk, and similar systems)
- Avaya & Call Center Telephony Tools
- SOP Compliance & Process Handling
- Microsoft Excel & Google Workspace
- Multichannel Support (Calls, Chats, Email)
- Remote Work Tools (Ticketing, Knowledge Bases, Dashboards)
Languages
English
Advanced (C1)
C1
Spanish
Native
Native
Japanese
Beginner (A1)
A1
Timeline
Customer Service Agent
Foundever
07.2023 - 10.2023
Customer Service Representative
Teleperformance
11.2020 - 05.2023
Administrator
Nemesis Dance School
11.2017 - 08.2019
Social Media Marketing Course -
Hult International Business School
Conversational Japanese Certificate -
Central Piedmont Community College
Technical Degree in Sales of Products And Services -
SENA