Karen Rojas
Berlin
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Zeit Für Brot
Berlin
01.2022 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Hotel Specialist
Crowne Plaza Berlin
Berlin
09.2021 - 12.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Au Pair
Private family
Berlin, London, Nancy
01.2016 - 08.2020
- Developed bilingual abilities in German, French and English through immersive conversation and activities.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Taught children to organize toys, wash hands and share by leading by example.
- Created and implemented diverse educational strategies to boost development.
Education
Bachelor of Arts - Common Law
Université De Lorraine
Nancy06.2019
Bachelor of Arts - French Law
Université De Lorraine
Nancy 06.2018
Skills
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Information Extraction
- Understanding Customer Needs
- Upselling Products and Services
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Store Opening and Closing
- Strong Communication and Interpersonal Skills
Languages
English
Advanced (C1)
French
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
German
Upper intermediate (B2)
Tech Skills
MS Office
POS
SalesForce
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Timeline
Customer Care Representative
Zeit Für Brot
01.2022 - 07.2022
Hotel Specialist
Crowne Plaza Berlin
09.2021 - 12.2021
Au Pair
Private family
01.2016 - 08.2020
Bachelor of Arts - Common Law
Université De Lorraine
Bachelor of Arts - French Law
Université De Lorraine
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