Karen Smith
BGCO MENTOR
Ciudad Benito Juarez, Nuevo León
Summary
Always willing to learn and adapt myself to the different challenges on a daily basis.
Overview
6
6
years of professional experience
Work History
Mentor
Afni
04.2024 - Current
- Offered constructive feedback on agents progress, enabling them to improve their skills and enhance their potential.
- Provided guidance on proper usage of client resources
- Encouraged open dialogue , fostered an inclusive atmosphere where diverse perspectives were valued.
- Monitored behavior and reported any incidents in a timely manner.
- Monitored trainee performance consistently and identifying areas of improvement.
Business Representative
Afni
04.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted two hour-resolution KPI with efficient problem-solving skills and deep product knowledge.
Server
Thai Kitchen And Sushi Bar
02.2023 - 02.2024
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Special Project
Teleperformance
05.2020 - 04.2022
- Monitored KPIs to proactively address quality issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
- Participated in ongoing training sessions to stay current on trends, best practices, and company policies or procedures.
- Developed expertise in company products and services, enabling effective resolutions for customer concerns and inquiries.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures
Trainer
Teleperformance
05.2020 - 04.2022
- Prepared and presented supplementary learning material to support structured lessons.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Facilitated virtual and in-person learning sessions.
- Enhanced trainee engagement through hands-on activities.
- Tracked attendance and evaluated progress for assigned trainees.
- Monitored participant workflow and behaviors throughout training process.
Customer Representative
Teleperformance
05.2020 - 04.2022
- Provided remote support to clients, effectively diagnosing and resolving technical problems.
- Delivered prompt service to prioritize customer needs.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
Front Desk Receptionist
Crowne Plaza
08.2019 - 05.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Call Center Customer Service Representative
Teleperformance
03.2018 - 08.2019
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
TOEFL -
Academic Institute
Monterrey, Nuevo León, Mexico 05.2001 -
High School Diploma -
CEDART Alfonso Reyes
Monterrey, Nuevo León, Mexico 05.2001 -
Skills
Follow-up skills
Documentation and Recordkeeping
Active Listening
Training material development
Problem-Solving
Team Leadership
Materials Preparation
Remote Learning
Effective Communication
Critical Thinking
Adaptability and Flexibility
Timeline
Mentor
Afni
04.2024 - Current
Business Representative
Afni
04.2024 - Current
Server
Thai Kitchen And Sushi Bar
02.2023 - 02.2024
Special Project
Teleperformance
05.2020 - 04.2022
Trainer
Teleperformance
05.2020 - 04.2022
Customer Representative
Teleperformance
05.2020 - 04.2022
Front Desk Receptionist
Crowne Plaza
08.2019 - 05.2020
Call Center Customer Service Representative
Teleperformance
03.2018 - 08.2019
TOEFL -
Academic Institute
05.2001 -
High School Diploma -
CEDART Alfonso Reyes
05.2001 -
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