Experienced in managing customer support operations, leading teams, and communicating effectively across languages in fast-paced environments.
Utilizes English, Spanish, Polish, and French to effectively communicate with diverse clients and teams.
Managed team performance, schedules, and training needs, ensuring efficient operation.
Provided support for hotel reservations, online orders, and account issues across various companies.
Proficient in Microsoft Office, Canva, Genesys, and NICE for communication and performance monitoring.
Teleperformance (IHG Hotels)
Supported guests in English and Spanish by helping them complete hotel reservations and resolving booking-related concerns., Handled escalated cases, ensuring guest satisfaction, and acted as a link between customers and hotel staff.
Intouch CX, Guatemala
Assisted English-speaking customers via calls, chats, and emails., Documented support interactions, followed up on unresolved issues, and ensured that service quality met internal performance standards and customer expectations.
Intouch CX, Guatemala
Led a group of customer service agents and managed attendance, schedules, IT issues, and behavioral incidents., Monitored performance using Genesys and NICE, provided feedback, and identified training needs based on QA reviews., Reported on team progress and implemented strategies to boost...
Telus International Inc., Guatemala
Supported buyers with various issues related to online purchases, including undelivered items, damaged goods, and account access problems., Managed Account Takeover (ATO) cases and assisted with account recovery processes., Delivered high levels of customer satisfaction in a fast-paced environment.
Bachelor of Science and Letters with High School completion
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Nearsol, Guatemala
Handled both inbound and outbound calls regarding overdue accounts and payment arrangements., Assisted customers in resolving their balances while maintaining a professional and empathetic tone., Negotiated repayment plans, documented all interactions accurately, and met collection targets within...
