Karla Rossina Chajon Villeda
Bilingual Secretary
Moderna, Salada, Reposteria, Ventas, Ciudad, Guatemala, Cocina Salada, Gatos, Perros, Leer
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs. Accomplished Customer Service Representative of 15 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Well-qualified Collections / Sales / Customer Service proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence. Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations. Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Provide superior customer service and resolve all issues quickly and with positive attitude.
Overview
8
8
years of professional experience
23
23
years of post-secondary education
2
2
Languages
Work History
Customer Service Rep Client Arbonne
Nearsol Guatemala
Guatemala City
03.2022 - 09.2024
- Adhered strictly to policies and procedures for continued company compliance.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 95%.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Managed 100+ daily calls, taking orders and escalated cancellations.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Customer Service and Tech Support Client Square
InTouch Guatemala
Guatemala City
08.2023 - 06.2024
- Encouraged development of clear objectives and action plans.
- Conducted studies focused on analysing current strategies and evaluating feasibility and potential results of proposals.
- Communicated with staff at all organisational levels to assess current systems.
- Identified departures from agreed-upon procedures and standards and helped close gaps.
- Observed systems and staff operations throughout organisation, compiling current and accurate information.
- Applied data toward developing optimum objectives, strategies and plans for [Area of expertise].
- Documented workflow charts, records and job descriptions to guide overall organisational improvements.
Customer Service Rep Client Direct Energy AB CA
HCL Guatemala
Guatemala
10.2022 - 07.2023
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
- Processed inbound customer calls, providing information on service or product upgrades
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Managed 60+ daily calls, taking orders and escalated cancellations.9
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 90%.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Loyalty and Retention Rep Client AT&T
ACT Guatemala
Guatemala
09.2020 - 01.2022
- Provided exceptional customer care to uphold brand standards and reputation.
- Presented proposals and pitches to engage clients with new campaign ideas.
- Prospected clients to increase new business leads and conversions.
- Built and maintained productive client relationships to maintain satisfaction and loyalty.
- Monitored market activity to remain ahead of competitors with innovative sales campaigns.
- Secured sales contracts that achieved client requirements and company profit margins.
- Understood business objectives and adapted sales services to achieve KPIs.
- Identified value-add opportunities within client accounts to grow revenue.
- Retained product and service knowledge for persuasive customer pitching.
- Evaluated sales team performance and identified barriers to achieving KPIs.
- Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
Sales and Up Sales Rep Client AT&T
VXI Guatemala
Guatemala
07.2018 - 12.2019
- Adapted sales techniques to specific clients and promoted products based on individualised client needs.
- Contacted satisfied customers to offer additional services.
- Resolved customer concerns promptly to maintain satisfaction.
- Utilised various sales techniques to develop relationships with customers and drive sales.
- Reached out to prospective customers and warm leads to establish friendly, professional relationships.
- Completed customer searches to generate new leads.
- Helped resolve client problems quickly with superior customer service.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Collected and processed payments.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Responded to telephone and in-person requests for information.
- Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Used consultative sales approach to understand and meet customer needs.
- Accepted card, cash and cheque payments in POS register system.
Collections Specialist
Nearsol Guatemala
Guatemala
03.2017 - 06.2018
- Stored customers' information securely to maintain confidentiality.
- Enforced rules governing customers' debt repayment.
- Investigated cases of debt to uncover details of debtors.
- Facilitated official agreements outlining terms of repayment.
- Communicated with customers diplomatically and respectfully.
- Created solutions to overcome obstacles impacting customers' ability to repay debt.
- Requested and processed charity payments by handling paperwork and correspondence.
- Compiled monies owed to organisations to support debt recovery operations.
- Recommended legal action or discontinuation of service in cases of non-payment.
- Maintained professional tone when corresponding by phone or email.
- Contacted customers to arrange or collect payments.
- Conducted investigations to trace and locate debtors.
- Handled financial transactions, creating and filing accurate records.
- Calculated debt amounts using financial records.
- Adapted payment plans to suit individual financial situations.
- Maintained up-to-date collection of files relating to caseload.
- Analysed financial risk and worked to maximise compliance with payment plans.
Education
Elementary School /Middle School
Colegio Integral Guatemalteco
Guatemala City, GU 01.1984 - 10.1992
Diploma of Higher Education - Bilingual Secretary Spanish - English
Colegio San Patricio
Guatemala City, GU 01.1993 - 10.1995
Licenciatura - Comercio Internacional
Universidad Mariano Galvez de Guatemala
Guatemala City, GU 02.1998 - 10.2009
Skills
Collections
Product sales optimisation
Customer sales support
Outstanding customer service
Customer loyalty building
Written and verbal communication skills
Staff education and training
Cash and card processing
Strategic sales knowledge
Sales negotiating
Bilingual customer support
Results oriented
Complaint resolution
Sales expertise
Invoicing and receipts
Order processing
Microsoft Office
Telesales techniques
Salesforce
Credit card processing
Creative problem solving
Top sales performer
Timeline
Customer Service and Tech Support Client Square
InTouch Guatemala
08.2023 - 06.2024
Customer Service Rep Client Direct Energy AB CA
HCL Guatemala
10.2022 - 07.2023
Customer Service Rep Client Arbonne
Nearsol Guatemala
03.2022 - 09.2024
Loyalty and Retention Rep Client AT&T
ACT Guatemala
09.2020 - 01.2022
Sales and Up Sales Rep Client AT&T
VXI Guatemala
07.2018 - 12.2019
Collections Specialist
Nearsol Guatemala
03.2017 - 06.2018
Licenciatura - Comercio Internacional
Universidad Mariano Galvez de Guatemala
02.1998 - 10.2009
Diploma of Higher Education - Bilingual Secretary Spanish - English
Colegio San Patricio
01.1993 - 10.1995
Elementary School /Middle School
Colegio Integral Guatemalteco
01.1984 - 10.1992