Maricarmen Rojas
Ciudad De México
Summary
Experienced in a fast-paced customer service environment, honed problem-solving and communication skills. Seeking to transition into a new field, leveraging strong analytical and technical support abilities. Expertise lies in identifying issues and providing efficient solutions. Strong analytical abilities and excellent communication skills. Eager to learn and grow in a customer support environment. Solid understanding of troubleshooting and customer relationship management, ready to apply and develop skills in problem-solving and technical support. Proficiency working in a B2B setting.
Overview
5
5
years of professional experience
Work History
SALES OPS BACK OFFICE
FEVER
04.2024 - Current
- Using Jira, Salesforce, and Back Office to generate all changes on the platform that the partner requests on their events, such as generating the event from scratch or adding new dates, and cancelations, and coordinate with other teams to create and develop the events.
- Solve over 40 Jiras (request) per day
BUSINESS RELATIONSHIP EXPERT
PAYPAL
06.2023 - 04.2024
- Using CITRIX to maintain the greatest security and confidentiality of the accounts along with other tools, you are given specialized b2b and b2c type attention and are supported with all matters related to all transactions within your account, in turn we have certification in investigations and regulations, which is why we also take charge of the fraud and limitations department and investigate any possible threat to the company and clients to mitigate economic losses and risks
QA ANALYST
DOORDASH
04.2022 - 02.2023
- valueUsing MAESTRO QA along with NIMDA, DISPATCH and SIGMA as the main tools, a part of the team was monitored to ensure that the calls complied with the protocol indicated by the company
- Each call was evaluated and once this was done, we worked together with the leaders of each team to provide feedback in order to improve each interaction that existed with the contact center
- Train new classes of representatives, making them aware of the company's expectations of them in terms of quality
- Ensuring that everyone is aligned to the same standard
- Evaluation of trends in the teams' work style, finding opportunities to provide retraining, process improvements and new projects that involved working with other teams
- Evaluate over 110 calls per week
CUSTOMER SUPPORT REPRESENTATIVE
DOORDASH
10.2021 - 04.2022
- Attention and support via telephone and tickets through salesforce to b2b and b2c clients
- Additionally, financial requests related to customer accounts were attended to
- In this area, the quality of interactions was always one of the outstanding ones in the team, which led to an opportunity for growth
RECEPTIONIST - CONCIERGE
HOTELITO AZUL
05.2021 - 09.2021
- Take care of the guest experience from start to finish, creating value through local recommendations to access good restaurants, better activities
- Managing to meet the goals related to care Client without ignoring the comments (positive or negative) that arise during the stay
Education
Diploma in Labor Law And Social Security -
Universidad Univer Milenium
Mexico City 02-2025
Skills
- Communication
- Problem-solving
- Time management
- Leadership
- Strong organization
- Filing systems
- Professional and friendly
- Attention to detail
- Customer support
- Proactive
- Team Work
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SALES OPS BACK OFFICE
FEVER
04.2024 - Current
BUSINESS RELATIONSHIP EXPERT
PAYPAL
06.2023 - 04.2024
QA ANALYST
DOORDASH
04.2022 - 02.2023
CUSTOMER SUPPORT REPRESENTATIVE
DOORDASH
10.2021 - 04.2022
RECEPTIONIST - CONCIERGE
HOTELITO AZUL
05.2021 - 09.2021
Diploma in Labor Law And Social Security -
Universidad Univer Milenium
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