Karina Valenzuela
EL PASO
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
6
6
years of professional experience
Work History
Credit Card Costumer Service Representative
Alorica
EL PASO
11.2024 - 04.2025
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
- Collected deposits or payments and arranged for billing.
- Contacted customers about potential service upgrades, new services and account changes.
- Verified accuracy of customer information in order to ensure proper account management.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
- Educated customers about their rights with regard to billing disputes and fraud protection services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Amazon Fulfillment Associate
Amazon
Colorado Springs
06.2024 - 08.2024
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Unloaded incoming freight with a manual pallet jack or dock leveler.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Followed proper packaging requirements depending on order size and type.
- Placed products on conveyors for final wrapping and shipment.
- Managed personal performance metrics, striving for continuous improvement in speed and accuracy.
- Packed merchandise for delivery and moved items to delivery area.
- Packaged items with appropriate materials to prevent damage during shipping.
- Loaded and unloaded delivery trucks, managing space effectively to maximize capacity.
- Scanned and labeled packages, ensuring accurate tracking and delivery information.
- Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
- Followed safety protocols while operating material handling equipment such as pallet jacks, hand trucks.
- Operated warehouse equipment, including pallet jacks and forklifts, to move stock efficiently.
- Adapted to changing priorities and tasks based on warehouse needs and order volumes.
Walmart Pharmacy Associate
Walmart
El Paso
04.2024 - 05.2024
- Prepared medication labels with item name and quantity.
- Assisted pharmacists with the preparation of medications, including counting tablets and labeling bottles.
- Processed prescriptions in accordance with established procedures including receiving prescriptions, verifying accuracy of patient information, entering data into computer system, and printing labels.
- Greeted customers upon arrival in the pharmacy area providing friendly service.
- Maintained clean and organized pharmacy shelving and work areas.
- Verified prescription information against safety guidelines and insurance limitations to protect patient health and financial interests.
- Performed daily reconciliation of cash drawers ensuring accurate transactions.
- Maintained confidential financial and patient information to reduce risk of data breaches.
- Worked with pharmacy technicians to expedite urgent requests.
- Processed prescriptions accurately and efficiently, minimizing wait times for customers.
Amazon Associate
Amazon
Las Cruces
11.2023 - 02.2024
- Described merchandise and explained use, operation and care.
- Maintained records related to sales for store management.
- Organized backroom areas to maintain a clean and organized work environment.
- Collaborated with other departments to ensure successful product launches.
- Organized store by returning merchandise to proper areas and restocked displays.
- Ensured compliance with company safety regulations at all times while on the job.
- Handled returns and exchanges according to company policies.
- Completed day-to-day duties accurately and efficiently.
- Operated a variety of machinery and tools safely and efficiently.
Costumer Service Representative
Alorica
EL PASO
09.2022 - 08.2023
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Exceeded established service goals while leveraging customer service and employee management best practices.
- Answered 250 (avg.) calls per day
- Provided prompt customer support with a professional, friendly, and patient attitude
- Proactively memorized over 35 company products and services
- Completed customer insight reports and input over 12,000 units of sensitive data
- Received a 5-star customer satisfaction rating through email communications.
- Politely addressed any customers complaints, escalating to management when necessary.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided top quality control and eliminated downtime to maximize revenue.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
Manager
McDonald’s
EL PASO
01.2022 - 08.2022
- Led a team of employees, ensuring high productivity and excellent customer service.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Created monthly reports for senior management summarizing operational performance metrics.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Provided leadership during times of organizational change or crisis situations.
Crew Member
McDonald’s
EL PASO
05.2019 - 01.2022
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Wiped down tables and equipment, swept and refilled stock.
- Maintained an organized work area to ensure efficient operations.
- Brewed and served coffee and tea with preferred add-ins.
- Packed fast food products in approved containers, cups, and bags.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Checked expiration dates on all products before serving them to customers.
- Assembled and served meals according to specific guest requirements.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Processed payments on cash register and counted back bills and change to patrons.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Served food quickly for positive guest experiences.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
Education
High School Diploma -
COBACH Plantel 19
Ciudad Juarez, Chih, MX07-2016
Some College (No Degree) - Music Education
Centro Municipal De Las Artes
Ciudad Juarez, Chih, MXSome College (No Degree) - Accounting, Business And Economics
El Paso Community College
El Paso, TXSkills
- Customer service
- Data entry
- Communication skills
- Problem solving
- Time management
- Team collaboration
- Adaptability
- Payment processing
- Call center experience
- Credit card payment processing
- Money handling
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Credit Card Costumer Service Representative
Alorica
11.2024 - 04.2025
Amazon Fulfillment Associate
Amazon
06.2024 - 08.2024
Walmart Pharmacy Associate
Walmart
04.2024 - 05.2024
Amazon Associate
Amazon
11.2023 - 02.2024
Costumer Service Representative
Alorica
09.2022 - 08.2023
Manager
McDonald’s
01.2022 - 08.2022
Crew Member
McDonald’s
05.2019 - 01.2022
High School Diploma -
COBACH Plantel 19
Some College (No Degree) - Music Education
Centro Municipal De Las Artes
Some College (No Degree) - Accounting, Business And Economics
El Paso Community College