LGLaura Alejandra Garcia
@lauraalejandragarcia
Dedicated customer service professional with 10 years of experience.
ColombiaWhat I'm looking for
I am a dedicated and passionate customer service professional with over 10 years of experience in client support, conflict resolution, and process improvement. My expertise lies in effective communication, emotional management, and problem-solving, ensuring a seamless experience for customers across various platforms.
Throughout my career, I have excelled in roles such as Customer Experience Specialist at Weibook and Concierge Executive at BYJU’S Learning, where I provided personalized support and optimized student groups to enhance learning outcomes. My proficiency in CRM tools like Salesforce and Zendesk, along with my ability to manage social media interactions, has allowed me to deliver exceptional service and foster positive relationships with clients.
I am committed to continuous improvement and thrive in dynamic environments where I can leverage my skills to enhance customer satisfaction and drive business success. I look forward to contributing my expertise to a forward-thinking organization that values customer-centric approaches.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Weibook
Sep 2024 - May 2025 (8 months)
Provided personalized support and advice to clients and users of the Weibook application across multiple platforms including Kommo, Zoho, Whaticket, Zendesk, and WhatsApp. Managed collections, payment tracking, and subscription administration using the Stripe platform, ensuring a smooth and satisfactory user experience.
Concierge Executive
BYJU’S Learning
Oct 2022 - Sep 2024 (1 year 11 months)
Provided support and advice to students in programming, mathematics, and English courses using Salesforce, Zendesk, and WhatsApp. Optimized student groups to reduce the number of groups, helping to increase the effectiveness of each teacher.
Digital Channels Customer Advisor
Rappi
Jan 2022 - Sep 2022 (8 months)
Advised customers regarding their purchases through digital channels such as email, chat, and social media. Provided solutions to common application problems such as unreceived, damaged, or incorrect products.
Back Office Social Media
Viapin Colombia SAS
Apr 2020 - Nov 2021 (1 year 7 months)
Managed social media for Koba Colombia Tiendas D1, handling comments and internal messages on Facebook and Instagram. Processed compliments, general information, PQR (Petitions, Complaints, and Claims), and escalations.
Customer Service Representative
Merqueo S.A.S.
Dec 2018 - Jan 2020 (1 year 1 month)
Provided customer advice regarding purchases through digital channels including email (Zendesk), chat (WhatsApp), and social media (Facebook, Instagram, and Google Reviews). Offered solutions to common application issues such as unreceived, damaged, or incorrect products.
Customer Service Representative
Grupo Konecta
May 2016 - Dec 2018 (2 years 7 months)
Managed customer service for El Tiempo Casa Editorial, handling database management and PQR. Additionally, performed back office functions for Point of Sale and Club Vivamos using SAP and CRM tools.
Call Center Agent
Credibanco
Sep 2015 - Mar 2016 (6 months)
Worked as a call center agent through PRESENCIA LABORAL for Banco Davivienda's Service Access to the Network, Leases, and Service Levels campaigns. Handled user support, provided billing information, and managed PQR.
Call Center Agent
Teleperformance
Feb 2015 - Jun 2015 (4 months)
Worked as a call center agent for ACH and CINECOLOMBIA campaigns. Performed customer service duties, assisted with payroll liquidation, and managed ticket purchases and reservations.
Education
Degrees, certifications, and relevant coursework
SERVICIO NACIONAL DE APRENDIZAJE (SENA)
Tecnologia, Animacion Digital
Studied digital animation, covering fundamental concepts and techniques in the field. Completed the second trimester of the program.
UNIVERSIDAD MINUTO DE DIOS
Tecnología, Comunicación Gráfica
Pursued studies in graphic communication, focusing on visual communication principles and design. Completed the second semester of the program.
Availability
Location
ColombiaAuthorized to work in
Job categories
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