Karol L. Email & Phone Number

Guatemala City, Guatemala, Guatemala

- Provide empathetic, informative support across multiple channels (voice, chat, email) to enhance customer satisfaction.- Take ownership of customer issues, ensuring efficient resolution through thorough investigation and clear communication.- Collaborate with internal teams to optimize processes and improve service delivery.- Manage customer interactions across various platforms, maintaining professionalism and accuracy.- Offer effective troubleshooting and resolution for both technical and general inquiries.- Gather and utilize feedback to improve service processes and operational efficiency.- Meet and exceed performance targets consistently in a fast-paced environment.- Engage in ongoing training to stay current with product updates and enhance expertise.

Guatemala City, Guatemala, Guatemala

Travel advisor for Royal Caribbean International, create and modify existing reservations. Provide general information to plan vacations.

Guatemala City, Guatemala, Guatemala

Technical support for monday.com- Provide technical support and answer "how to" questions for monday.com via Zendesk tickets.- Cover temporary team lead position reviewing and ensuring quality in worked tickets, providing feedback during 1.1 meetings with agents.Product Insight- Reviewed up to 300 cases weekly, and analyzed data to identify trends and areas of opportunity to improve KPIs.- Conducted weekly meetings with clients to analyze KPIs and develop strategies to improve the metrics.- Completed quality control checks to ensure the correct root cause was identified and the scorecard was followed via Salesforce and provided feedback sessions.Technical support for Google Workspace apps:-Provide technical support for Google Workspace services like Gmail and real-time communication tools like Google Meet, Chat, and Google Voice. Using Salesforce.

Provide customer service support for credit card services, explain how to use, provide financial advice, and technical support for customer's online accounts.

USP support for US and international packages. Also provided assistance to new agents during the nesting period.