Karen Juárez De González
Reserva de Versalles
Summary
Hardworking, focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
17
17
years of professional experience
1
1
Certification
2
2
Languages
Work History
RETENTION SPECIALIST
Foundever
04.2021 - 07.2023
- Prepared and processed forms to change customer service levels
- Determined charges for services requested, collected deposits or payments and arranged for billing
- Processed orders and coordinated delivery schedules to meet customer needs
- Completed calls and followed scripts to maintain good call control.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
SENIOR CUSTOMER CARE ASSOCIATE
Dell
06.2014 - 01.2016
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Processed customer product orders in collaboration with third-party fulfillment vendor
- Responded to questions and followed up on customer interactions
- Offered current product, policy and service information to customers
- Responded to customer questions and complaints and documented consumer communications
- Facilitated clear communication between distribution centers, carrier companies and customers to expertly resolve inquiries
- Met team and client performance metrics, goals and deadlines
- Built strong knowledge of product line to assist customers in selecting products.
TECHNICAL SUPPORT REPRESENTATIVE
Sitel
02.2014 - 06.2014
- Diagnosed program malfunctions, identifying root causes and implementing corrective solutions
- Scheduled and executed system-wide software installations and upgrades
- Guided users through detailed hardware installations and technical fixes via phone call, email and live chat.
SALES REPRESENTATIVE
Star Contact
06.2006 - 02.2014
- Provided customers with clear understanding of charges, billing, billing cycles and customer equipment
- Planned efficient sales routes to maximize the number of customers served and incoming revenue.
Education
HIGH SCHOOL DIPLOMA - COMMERCE -
Colegio María Inmaculada
Panama, Panamá 11.2002 - 12.2002
MBA - BUSINESS ADMINISTRATION - Business Administration And Management
Universidad Del Istmo
Panama, Panamá 01.2024 - Current
Skills
Service upsellingProduct knowledgeProduct salesRefunds processingCall center proceduresCustomer service
Cross-Functional Communication
Performance Evaluation
Offer development
Documentation abilities
Documentation skills
Data review
Persuasion techniques
Customer Retention Strategies
Customer Relations
Upselling and Cross Selling
Retention Marketing
Customer Feedback Analysis
Certification
Supply Chain Distribution Course
Timeline
MBA - BUSINESS ADMINISTRATION - Business Administration And Management
Universidad Del Istmo
01.2024 - Current
RETENTION SPECIALIST
Foundever
04.2021 - 07.2023
SENIOR CUSTOMER CARE ASSOCIATE
Dell
06.2014 - 01.2016
TECHNICAL SUPPORT REPRESENTATIVE
Sitel
02.2014 - 06.2014
SALES REPRESENTATIVE
Star Contact
06.2006 - 02.2014
HIGH SCHOOL DIPLOMA - COMMERCE -
Colegio María Inmaculada
11.2002 - 12.2002