katherin Puentes
@katherinpuentes
I’m a customer support specialist with 5+ years guiding users through e-commerce issues and tickets.
ColombiaWhat I'm looking for
I’m a Customer Support Specialist with 5+ years of experience supporting users through tickets, written digital channels, and phone communication. I specialize in e-commerce support—handling orders, accounts, payments, refunds, returns, and package-related inquiries—while maintaining strong attention to detail and a human, customer-first tone.
In my roles, I follow support workflows, SLAs, and quality standards, using knowledge bases, templates, and clear case documentation. I’ve also maintained accurate CRM/support records and escalations when needed, and I bring empathy and structured communication from my psychology background in interviews, reporting, and training.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Transcom S.A.S.
Nov 2021 - Apr 2026 (4 years 5 months)
Provided timely customer support for an international e-commerce marketplace via ticketing, resolving issues related to registration, account access, orders, payments, refunds, withdrawals, wallet balance, returns, and packages. Maintained accurate CRM/support records and followed support workflows, SLAs, and quality standards using knowledge bases and templates.
Customer Support Agent
Sitel / Foundever
Nov 2020 - Nov 2021 (1 year)
Handled outbound and inbound customer support calls, identifying customer needs, confirming interest, explaining next steps, and updating CRM records for follow-up. Coordinated handoffs by connecting interested customers with real estate agents and routing mortgage-related inquiries to lending advisors.
Education
Degrees, certifications, and relevant coursework
Fundación Universitaria Compensar
Bachelor's Degree in Languages, Languages
Bachelor's degree in Languages (in progress) via virtual study; first semester completed in 2024.
Universidad Pedagógica y Tecnológica de Colombia
Bachelor's Degree in Psychology, Psychology
2016 -
Bachelor's degree in Psychology in Tunja.
Universidad Central
Diploma, Literary Translation
Diploma in Literary Translation completed in 2024.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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