Carolina Ramirez Gomez
Harrisonburg,VA
Summary
Customer service expert with extensive experience at Concentrix, known for enhancing customer loyalty through strategic leadership and critical thinking. Skilled in crisis management, consistently resolving complex issues to ensure operational excellence and positive client experiences.
Overview
17
17
years of professional experience
Work History
Customer Services Agent
Concentrix
01.2024 - 01.2026
- Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Assisted customers with inquiries through phone and chat support.
- Resolved customer complaints using effective problem-solving techniques.
- Documented customer interactions in the company’s CRM system efficiently.
Supervisor
Southerland Global Services
03.2021 - 07.2023
- Managed daily department operations, ensuring efficient workflow and on-time task completion.
- Utilized leadership and problem-solving skills to enhance team efficiency and streamline workflows.
- Enhanced customer satisfaction by responding promptly to inquiries, addressing concerns, and implementing effective solutions.
Recruiter/ Customer Services Representative
Sitel
08.2015 - 01.2021
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently
- Assessed applicants' knowledge, skills, experience, and aptitudes through phone interviews.
- Conducted reference checks, background screening and other preemployment checks to verify information on applicant's resume.
- Arranged management interviews with applicants by coordinating schedules.
Customer services Agent/Sales representative/ Floor Support/ Supervisor sales department
Teleperformance
07.2009 - 08.2015
- Escalated critical issues to facilitate rapid resolution for clients facing significant difficulties.
- Managed customer inquiries through multiple communication channels effectively.
- Assisted team members in resolving complex customer issues promptly.
- Trained new agents on company policies and customer service protocols.
Education
Normal Superior de Idiom's - English Teacher
Normal Superior de Idiom's
Criminal Justice technician -
Massanutten Technical Center
GED -
Massanutten Technical Center
Skills
- Critical thinking
- Leadership skills
- Active listening
- Crisis management
- Visionary inspiration
- Empowerment and development
Languages
Spanish
Professional
Timeline
Customer Services Agent
Concentrix
01.2024 - 01.2026
Supervisor
Southerland Global Services
03.2021 - 07.2023
Recruiter/ Customer Services Representative
Sitel
08.2015 - 01.2021
Customer services Agent/Sales representative/ Floor Support/ Supervisor sales department
Teleperformance
07.2009 - 08.2015
Normal Superior de Idiom's - English Teacher
Normal Superior de Idiom's
Criminal Justice technician -
Massanutten Technical Center
GED -
Massanutten Technical Center