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Karen Rangel B

@karenrangelb

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Proactive, Adaptable, Reliable, and Efficient Specialist

El Salvador

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What I'm looking for

I am looking for a remote customer-facing role where I can apply technical support and CRM experience, improve processes, and deliver high-quality, timely resolutions within SLA-driven teams.

I am a customer service, technical support, and virtual assistance professional with over 10 years supporting U.S. and Canadian customers across phone, email, and chat. I specialize in case management, ticketing workflows, and documenting troubleshooting steps to meet IT standards and SLA requirements.

My experience includes working as an IT Support Specialist handling Zendesk, HubSpot, Salesforce, ServiceNow and Jira, and as a Customer Service Representative resolving billing, membership, and product issues while managing escalations and retention efforts. I consistently improve customer experience through clear guidance, efficient resolutions, and accurate documentation.

I seek remote roles where I can contribute exceptional service, operational efficiency, and process improvement, bringing strong communication, problem-solving, and time-management skills to support teams and customers effectively.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

Genpact S.A.

Dec 2023 - Apr 2025 (1 year 4 months)

Served as first point of contact for technical inquiries, created and resolved tickets in Zendesk/ServiceNow, and documented troubleshooting steps to meet SLA targets and improve customer experience.

Zendesk ServiceNow HubSpot Jira Ticketing Systems Troubleshooting SLA Multichannel Support

Customer Service Representative

Nearsol

Jun 2022 - Feb 2023 (8 months)

Assisted U.S. and Canadian customers with billing, memberships, refunds, and product issues, handled escalations and cancellations, and delivered full-cycle customer service to improve retention.

Customer Support Billing Support Customer Escalation Conflict Resolution Remote Support Case Documentation Time Management Multitasking

Major Account Manager

Sisteco S.A.

Jun 2013 - Apr 2015 (1 year 10 months)

Managed high-value client portfolios, identified infrastructure needs, delivered pre- and post-sales support, and coordinated product launch events to ensure client retention.

Account Management Client Relations Sales Support Post Sales Product Launches Problem Solving

Customer Service Representative

NCO Group Guatemala

May 2011 - Feb 2012 (9 months)

Resolved customer inquiries, educated users on self-service tools, and maintained clear communication to build trust-based customer relationships.

Customer Service Communication Problem Solving Data Entry

Virtual Assistant

Officient S.A.

Jul 2009 - Jan 2010 (6 months)

Organized administrative tasks for multiple virtual clients, coordinated schedules and meetings, and managed onboarding while maintaining brand consistency.

Virtual Assistance Calendar Management Client Onboarding Administrative Support Meeting Coordination Brand Consistency

Front Desk Representative

Grupo Q Guatemala

Apr 2008 - Oct 2008 (6 months)

Served as first point of contact, assisted clients with service needs, ensured CRM follow-up accuracy, and supported marketing via competitor publication organization.

Client Relations CRM Accuracy Administrative Support Marketing Support