Kimberly Diaz
Customer Service Agent
Mazatlán
Summary
Motivated customer service and administrative professional with 10+ years of experience in resolving customer issues, managing collections, and performing administrative tasks. Adept at multitasking, problem-solving, and maintaining high customer satisfaction in fast-paced environments. Fluent in English and Spanish with strong communication and organizational skills.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Customer Service Agent – Troubleshooting
GearLaunch, Inc.
04.2018 - 08.2025
- Resolve customer concerns and complaints via email, live chat and phone (via Zendesk), ensuring accurate, professional and timely solutions to ensure customer satisfaction.
- Assist customers with order placements, product inquiries, and troubleshooting issues.
- Generate and manage support tickets (100+ daily), maintaining a response time under 24 hours.
- Collaborate and escalate complex issues to the appropriate teams (e.g., IT support, billing, or legal).
- Suggest and report process improvements to enhance service efficiency and improve product quality and customer experience.
Collections Assistant
El Cid Vacations Club, S.A. De C.V.
11.2016 - 04.2018
- Supported club members through multiple channels, including phone, email, and in-person assistance concerning billing, loan payments, loan refinance, statements, invoices, etc.
- Managed delinquent accounts, negotiated payment arrangements, and processed monthly payments.
- Conducted bank reconciliations and ensured error-free financial records.
- Handled administrative tasks, including contract cancellations and legal document processing.
Hostess and Administrative Assistant
El Cid Vacations Club, S.A. De C.V.
09.2010 - 11.2016
- Greeted and registered guests, providing information on activities and services.
- Collected and verified client data, ensuring compliance with criteria.
- Processed payments, balanced cash registers, and promoted referral programs.
- Supported administrative tasks, including filing, reporting, data entry and inventory control.
Education
Bachelor’s Degree - Business Administration
Universidad de Occidente
01.2013
Skills
- Customer Service & Support
- Conflict Resolution & Problem-Solving
- Collections & Payment Processing
- Administrative Assistance
- Team Collaboration
- Data Entry & Reporting
- Microsoft Office (Word, Excel)
- Bilingual (English & Spanish)
Technical Skills
Software: Zendesk, Microsoft Office (Word, Excel)
Timeline
Customer Service Agent – Troubleshooting
GearLaunch, Inc.
04.2018 - 08.2025
Collections Assistant
El Cid Vacations Club, S.A. De C.V.
11.2016 - 04.2018
Hostess and Administrative Assistant
El Cid Vacations Club, S.A. De C.V.
09.2010 - 11.2016
Bachelor’s Degree - Business Administration
Universidad de Occidente
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