Open to opportunities

Carolina S G

@carolinasg

Message

Customer service and technical support professional who improves KPIs and CSAT.

Colombia

Message

What I'm looking for

I’m looking for a customer-focused role where I can deliver technical troubleshooting and customer care that improves FCR, AHT, and CSAT. I thrive in high-volume environments and want to grow while consistently hitting quality and KPI targets.

I’m a dedicated customer service and technical support professional with 5 years of progressive experience in high-volume contact center environments. I deliver exceptional client experiences across voice and digital channels for industry-leading organizations.

I resolve high-volume customer technical support cases by adhering to service metrics and consistently supporting team KPIs, including First Call Resolution (FCR) and Average Handle Time (AHT). I empower customers with step-by-step troubleshooting guidance that reduces repeat contact rates and increases customer independence.

I’m known for applying active listening and empathy-driven communication to every interaction, consistently achieving strong Customer Satisfaction (CSAT) scores and positive quality assurance evaluations. I also uphold rigorous quality assurance standards and align my work with stakeholder performance benchmarks.

Beyond support, I’ve driven growth as a Sales Representative through cold calling campaigns and relationship-driven engagement. I prospect, qualify leads, and deliver personalized product recommendations by analyzing each customer’s profile and needs—while maintaining full KPI compliance.

Experience

Work history, roles, and key accomplishments

Technical Support Advisor

Teleperformance

Jul 2025 - Feb 2026 (7 months)

Resolved high-volume customer technical support cases while meeting KPI targets for response time, First Call Resolution (FCR), and Average Handle Time (AHT). Guided customers through step-by-step troubleshooting to reduce repeat contacts and achieved strong CSAT and QA results through active listening and empathy-driven communication.

Technical Troubleshooting Customer Support KPIs First Call Resolution (FCR)Average Handle Time Quality Assurance (QA)Active Listening Salesforce

Customer Support Advisor

Teleperformance

Jul 2025 - Feb 2026 (7 months)

Resolved high-volume customer technical support cases by following service metrics and maintaining response times, with consistent KPI performance across FCR and AHT. Guided customers through step-by-step troubleshooting to improve independence and delivered empathy-driven support that sustained strong CSAT and quality assurance results.

Technical Troubleshooting Salesforce Avaya Linux First Call Resolution (FCR)Remote Support Active Listening

Sales Representative

Konecta

May 2022 - Nov 2023 (1 year 6 months)

Exceeded sales targets through strategic cold calling and relationship-driven customer engagement, maintaining a strong conversion rate. Drove new business by prospecting and qualifying leads, delivering tailored product recommendations, and maintaining KPI compliance while advancing the sales cycle.

Cold Calling Lead Qualification Sales Closing Prospecting Customer Engagement KPIs Product Recommendations Active Listening

Customer Service Advisor

Konecta

Apr 2021 - Dec 2021 (8 months)

Provided high-quality customer support across multiple channels while meeting KPI targets including response time, first-call resolution, and customer satisfaction. Resolved complex product and service inquiries accurately and supported measurable improvements in customer retention and brand loyalty through consistent quality assurance.

Customer Support Multichannel Support Response Time Monitoring First Call Resolution (FCR)Customer Satisfaction Quality Assurance Product Support Customer Retention