Karla Dominguez Angel
Lexington,NC
Summary
Bilingual English/Spanish customer relations professional with 5+ years of experience in customer service and client support and 3+ years of experience in sales and marketing. Recognized for strong communication, problem-solving, and time management skills in fast-paced environments. Adept at active listening, empathy, and conflict resolution to resolve customer concerns and build strong, lasting client relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Rep
PayTel Communication Inc
06.2024 - Current
- Manage high-volume inbound calls, assisting customers with new and existing account inquiries.
- Provide support for billing questions, account setup, payments, and service updates.
- Troubleshoot technical issues and escalate complex service problems to technical support teams.
- Maintain accurate and detailed customer records using CRM systems.
- Deliver clear solutions while maintaining a professional and customer-focused experience.
- Process account updates including blocking/unblocking services and updating account information.
- Meet and exceed performance metrics including maintaining an average call time under 3 minutes.
- Maintain strict confidentiality of sensitive customer account information.
- Resolve customer concerns through effective problem solving and conflict resolution.
- Collaborate with internal departments to quickly resolve service interruptions and technical issues.
Market Development Specialist
Spectrum/Charter Communications
12.2021 - 05.2024
- Promoted and sold telecommunications services including internet, mobile, phone, and video within assigned territories.
- Generated new business through door-to-door prospecting, community outreach, and relationship building with homeowners and local organizations.
- Conducted consultative needs assessments to recommend tailored service packages that aligned with customer needs and budgets.
- Managed leads, tracked customer interactions, and monitored sales pipelines using Salesforce CRM.
- Maintained accurate customer records and sales documentation using Salesforce and Microsoft Office (Excel, Word, Outlook).
- Consistently met or exceeded monthly sales quotas and performance targets.
- Coordinated with installation teams, project managers, and field supervisors to ensure timely installations and a seamless customer experience.
- Built strategic relationships with homebuilders, homeowner associations (HOAs), and community partners to expand market reach.
- Monitored competitor activity, pricing strategies, and market trends to identify new sales opportunities within the territory.
- Completed sales orders, reports, and administrative documentation while maintaining compliance with company policies and quality standards.
- Supported team initiatives and participated in sales meetings and training programs to improve performance and product knowledge.
Bilingual Customer Retention & Customer Service Sp
Cognizant/PepsiCo
11.2018 - 12.2021
- Managed high-volume inbound and outbound calls (85–100 daily) in a fast-paced B2B customer service and retention environment.
- Specialized in customer retention and contract preservation, working with business clients to maintain product agreements and meet performance metrics.
- Conducted business needs assessments to identify underperforming products and recommend alternative product options to improve sales performance.
- Achieved monthly sales and retention targets through strategic upselling, relationship management, and proactive problem solving.
- Developed retention strategies that contributed to a 45% increase in customer retention and a 3% improvement in customer lifetime value.
- Utilized CRM systems and dual-monitor technology to manage accounts, document interactions, track quotas, and monitor product performance metrics.
- Optimized call handling processes by implementing improved call scripts and CRM workflows, helping reduce average call handling time and increase efficiency.
- Resolved customer concerns professionally while applying strong conflict resolution and problem-solving skills to maintain long-term business relationships.
- Maintained accurate records of customer interactions, product orders, and account updates within CRM platforms and internal systems.
- Monitored and tracked weekly call volumes, product performance, and sales metrics to evaluate performance and support continuous improvement.
- Ensured compliance with company policies, regulatory standards, and customer service guidelines while protecting customer data and privacy.
- Collaborated with cross-functional teams to support customer loyalty programs, retention initiatives, and service improvements.
Education
Highschool Diploma -
Parkland High School
Winston Salem , NC 06-2015
Some college -
Forsyth Technical Community College
Winston-Salem, NCSkills
- Customer Service & Client Relations (5 Years)
- Customer Retention & Relationship Management
- Conflict Resolution & Customer Satisfaction
- High-Volume Call Center Operations (85–100 Calls Daily)
- Inbound & Outbound Call Handling
- Professional Phone Etiquette & Communication
- Live Chat & Multichannel Customer Support
- Consultative Sales & Needs-Based Selling
- Inside Sales & Door-to-Door Sales
- Territory & Lead Management
- Account Management & Order Processing
- Salesforce CRM expertise
- CRM Data Entry & Customer Documentation
- Microsoft Office (Excel, Word, Outlook)
- Call Metrics Tracking & Performance Monitoring
- Organization, Multitasking & Time Management
- Problem Solving & Attention to Detail
- Bilingual Communication (English & Spanish)
- Data entry
- Critical thinking
- Active listening
- Team development
- Appointment scheduling
- Building rapport
- Recordkeeping strengths
- Account updating
Languages
Spanish: Full Professional
English: Professional
Timeline
Customer Service Rep
PayTel Communication Inc
06.2024 - Current
Market Development Specialist
Spectrum/Charter Communications
12.2021 - 05.2024
Bilingual Customer Retention & Customer Service Sp
Cognizant/PepsiCo
11.2018 - 12.2021
Highschool Diploma -
Parkland High School
Some college -
Forsyth Technical Community College