Karla Luna
Customer Service Representative
Leon, GTO
Summary
Driven Customer Support Representative with over 6 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Thrive in fast-paced environments. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Support Representative
Shopmonkey
02.2024 - Current
- Maintain comprehensive knowledge of products and services, ensuring accurate information is provided to customers.
- Resolve customer complaints by distinguishing, prioritizing and reporting technical issues.
- Manage escalated chats with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Escalate potential bugs to our engineers & create Linear tickets in an accurate way.
Virtual Receptionist
Smith.ai
06.2021 - 06.2024
- Enhanced internal communication by promptly forwarding urgent messages or requests to the appropriate personnel within the organization.
- Managed a high volume of inbound calls, providing efficient service and support for clients and colleagues.
- Increased productivity with thorough knowledge of company services, products, and personnel roles to effectively address caller inquiries.
- Provided exceptional support during peak call periods through effective multitasking skills while remaining calm under pressure.
Teletech
On the Job Trainer/ Customer Service Rep.
10.2014 - 05.2018
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Industrial Engineering
UNITEC (Universidad Tecnologica De Mexico)
León, Guanajuato, Mexico 05.2001 -
Skills
Customer service excellence
Complaint handling
Software troubleshooting
Inbound call answering
Problem-solving abilities
Friendly and patient
Multitasking Abilities
Online chat support
Teamwork and collaboration
Adaptability
Timeline
Customer Support Representative
Shopmonkey
02.2024 - Current
Virtual Receptionist
Smith.ai
06.2021 - 06.2024
Teletech
On the Job Trainer/ Customer Service Rep.
10.2014 - 05.2018
Bachelor of Science - Industrial Engineering
UNITEC (Universidad Tecnologica De Mexico)
05.2001 -
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