Karina Caro
Union City,NJ
Summary
Customer support and operations professional with 6+ years of experience in high-volume, remote environments. Proven ability to manage 40–100+ daily inquiries, meet SLA targets, and resolve complex issues across email, chat, and ticketing systems. Experienced in payment processing, financial verification, credit and background checks, and compliance-focused workflows. Recognized for accuracy, efficiency, and strong client communication.
Overview
7
7
years of professional experience
Work History
Office Manager
Drape Kings
05.2024 - 07.2025
- Managed 30–50+ daily requests across email, phone, and in-person channels, ensuring timely and accurate responses
- Assisted HR with onboarding, employee records management, and internal communications while maintaining confidentiality and accuracy
- Coordinated corporate travel arrangements, including flights, accommodations, and itineraries for multi-departmental teams
- Oversaw vendor documentation, invoices, and internal records with strong attention to detail
- Streamlined workflows and scheduling processes, reducing response time by an estimated 15–20%
Operations Supervisor
Delta Bridge Funding
11.2019 - 03.2024
- Supervised a remote operations team handling high-volume client inquiries, documentation, and funding workflows in a fast-paced financial environment
- Managed 60–100+ daily email inquiries and document submissions while maintaining accuracy and SLA compliance
- Monitored and worked within operational queues, actively jumping in across roles (support, documentation review, and processing) to ensure workflow continuity and coverage
- Processed funding transactions and assisted with payment collection, including Wire and ACH transfers, ensuring accuracy and compliance with internal procedures
- Verified financial documentation and client information to support funding decisions and reduce processing errors
- Reduced response and processing times by ~20% by improving internal workflows and team coordination
- Developed and maintained SOPs that improved consistency, reduced delays, and strengthened team performance
- Collaborated cross-functionally with internal stakeholders to resolve client issues and improve operational efficiency
Help Desk Support Technician
Micros Retail Systems
04.2018 - 10.2019
- Handled 40–70+ support tickets daily across email, phone, and chat while consistently meeting SLA targets
- Provided Tier 1 & Tier 2 support for SaaS-based POS systems, troubleshooting hardware, software, and network-related issues
- Performed backend system support, including system configurations, database updates, and user account management
- Supported POS system functionality, ensuring accurate transaction processing and system performance for clients
- Generated and reviewed system reports to track performance, identify issues, and support business decision-making
- Reduced average resolution time by ~15% through efficient troubleshooting and knowledge sharing
Skills
- Compliance monitoring
- Policy and procedure modification
- Team supervision
- Data Privacy
- Incident Documentation
- Windows & macOS Admin
- Active Directory
- Google Workspace
- Microsoft 365
- Remote Tools: TeamViewer, AnyDesk, LogMeIn
- Ticketing: Zendesk, Jira, Freshdesk
- Billing
- Credit and collections
- Account reconciliation
- Bilingual fluent in English & Spanish
Timeline
Office Manager
Drape Kings
05.2024 - 07.2025
Operations Supervisor
Delta Bridge Funding
11.2019 - 03.2024
Help Desk Support Technician
Micros Retail Systems
04.2018 - 10.2019