Karla. Vargas

Leads renewal and upsell sales motions for existing accounts, driving retention during the renewal window.

Drives renewal and upsell opportunities within the contract renewal window. Covers lower complexity deals which cannot be delivered digitally.Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. Collaborated with sales and product teams to address customer success objectives.

• I been able to be part of the one of the top companies in the financial industry known for its customer service satisfaction as a customer service representative providing support for corporate card holders in the Global Dollar Card market as well, I had the opportunity to create the training program for new hires 2021 and 2022
• I developed the ability to research and seek out the relevant information independently to be able to develop strong time management skills with the ability to work to tight deadlines and still deliver top quality results by working in a rapidly changing environment
• Negotiated prices, terms of sales and service agreements.
• Contributed to team objectives in fast-paced environment.

• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Reviewed successes and failures to learn from previous mistakes.
• Implemented employee incentive programs to promote positive work culture and increase retention.
• Utilized knowledge of customer experience to create specialized plans for customer retention.

• Providing technical Support for the pharmaceutics Sanofi, I was in charged of the incident management department, closing daily pending tickets
• Trainer and senior analyst for VTC videoconferencing support helpdesk also helping by providing remote technical troubleshooting for corporate VIP users
• A mayor achievement in this company was having the opportunity to take the training in Pittston Pennsylvania, been the senior analyst for the first level agents in Mexico City,

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
• Dispatched field service technicians to correct issues requiring in-person technical assistance.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.