Open to opportunities

Natalia Carvajal

@nataliacarvajal

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Graduate Mechatronics Engineer passionate about art and problem-solving.

Panama

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What I'm looking for

I am looking for a role that fosters creativity and technical growth, with opportunities for continuous learning and improvement.

I am a graduate in Mechatronics Engineering with a strong passion for art, 3D modeling, and problem-solving. My expertise lies in quality assurance and HVAC technical support, where I excel in ensuring compliance with standards and enhancing customer satisfaction. I thrive at the intersection of creativity and technical precision, which allows me to approach challenges with a unique perspective.

Currently, I work as a Quality Analyst at ITERUM Connections BPO, where I evaluate customer interactions and provide feedback to improve agent performance. My previous experience as a Technical Support Agent has equipped me with the skills to manage cases effectively and ensure system accuracy through data entry and collection. I also completed an IT internship at the Panama Maritime Authority, where I successfully implemented an IPAM system for efficient IP address management.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

ITERUM Connections BPO

Sep 2024 - Present (10 months)

Evaluated customer interactions to ensure compliance with standards and verified the accuracy and completeness of information in cases and work orders. Provided feedback and training for agents to improve performance and customer satisfaction.

Quality Assurance Compliance Performance Improvement Customer Satisfaction Training

Technical Support Agent

ITERUM Connections BPO

Mar 2024 - Aug 2024 (5 months)

Provided Tier 1 and Tier 2 technical support for artificial climate control (HVAC) and troubleshooting. Managed and documented cases in Salesforce, Outlook, and SharePoint, ensuring system accuracy through data entry and collection.

Technical Support HVAC R Troubleshooting Salesforce SharePoint)Data Entry

IT Internship

Panama Maritime Authority

Mar 2023 - Jun 2023 (3 months)

Implemented an IPAM system for IP address management on the local network. Managed Linux systems and updated databases, gaining basic IT skills and technical communication experience.

Linux Database Management IT Support Network Management Technical Communication

Education

Degrees, certifications, and relevant coursework

Universidad Latina de Panama

Bachelor’s Degree in Mechatronics Engineering, Mechatronics Engineering

Grade: 2.79/3.00

Activities and societies: Professional Internship: Implementation of an IP monitoring system for AMP

Obtained a Bachelor's Degree in Mechatronics Engineering, focusing on technical design, CNC, mechatronic design, CISCO CCNA, and electronics. Completed a professional internship involving the implementation of an IP monitoring system for AMP.