Karen Perez

Managed 3–4 concurrent customer service chats during peak hours while processing back-office tasks including ticket responses, account verifications, and follow-up communications. Verified customer identities and screened multi-accounting profiles, documenting all interactions in CRM.

Negotiated payment arrangements with customers while maintaining professionalism and empathy. Achieved collection targets through effective communication and persistence, ensuring compliance with company policies.

Scheduled and coordinated pest control service appointments between customers and field technicians. Maintained high customer satisfaction scores through effective problem-solving and consistently met KPIs.

Handled high-volume inbound calls for CVS, addressing pharmacy and insurance concerns. Utilized multiple software platforms to research and resolve issues efficiently, recognized for de-escalating challenging situations.

Provided customer support for HUMANA.

Provided market support for market research campaigns.

Provided customer service for AT&T as a temporary representative.

Delivered technical support for Chamberlain garage door and smart access products, diagnosing and resolving connectivity, firmware, and app-related issues. Adapted quickly to new product lines and systems.

Assessed calls and led a team for ATC Donors.

Provided expert-level technical support for NEST smart home products, resolving hardware, software, and connectivity issues. Guided customers through troubleshooting processes and documented solutions in ticketing systems.

Provided customer service for NETSPEND until business closure.

Provided customer service for a promotional campaign.

Worked as a front desk wildcard in luxury hospitality.

Performed data entry for data verification until business closure.

Executed sales promotion activities.

Managed agenda and provided administrative support.

Bachelor's in Bilingual Trade with Emphasis in Banking and Finance from Santa María La Antigua Institute, 2007-2009.

Bachelor's in Bilingual Trade with Emphasis in Information Technology and Stenography from Academy of Mathematics and Commerce, 2004-2006.

Professional Ethics certification from INFOP.

Safe Handling of Foods certification from INFOP.

Labor Self-Sufficiency certification from INFOP.