Karla Maria Hernandez Sandoval
Rockville,MD
Summary
Customer service representative with over 7 years of experience in fast-paced, team-based office and floor environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English and Spanish. Looking to use my experience to help people in the community and continue developing my professional skillset.
Overview
12
12
years of professional experience
Work History
Real Estate Agent and Inside Sales Coordinator
Samson Properties
Ellicott City, MD
05.2024 - Current
- Negotiated, coordinated and facilitated real estate transactions.
- Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Maintained organized client records by diligently updating CRM systems and filing physical documents securely.
- Guided clients through property transactions, ensuring compliance with local regulations and market trends.
- Ability to manage competing priorities by utilizing time management techniques.
Kitchens Sales Coordinator
IKEA
College Park, United States
03.2023 - 04.2024
- Greeted customers and provided them with relevant store information and shared resources in English and Spanish
- Scheduled kitchen consultations and installations according to store processes
- Created detailed reports on daily, weekly, and monthly sales activity
- Prioritized and organized tasks to efficiently accomplish service goals
- Performed general administrative tasks such as filing, copying and scanning
- Answered inbound calls and emails to facilitate customer service
- Analyzed sales data to identify trends and drive strategic decision-making.
- Enhanced team collaboration by effectively scheduling and coordinating calendars for multiple kitchen employees.
Customer Service Specialist
IKEA
College Park, United States
07.2021 - 03.2023
- Managed customer accounts using CRM systems, maintaining data accuracy and compliance.
- Resolved escalated issues through effective problem-solving skills, resulting in satisfied customers and reduced complaints.
- Increased department's efficiency by organizing and maintaining a well-structured filing system.
- Assisted in the preparation and distribution of reports, contributing to data-driven decision-making processes.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate departments.
Au Pair
Go Au Pair
Maryland, United States
03.2018 - 03.2020
- Monitored children during play activities to ensure their safety
- Balanced various activities throughout the day to optimize different types of stimulations and craft memorable experiences
- Planned children’s activities and school schedules
- Developed engaging recreational programs tailored to children's interests and needs.
Customer Service Representative
Blackhawk Support Services
San Salvador, El Salvador
06.2017 - 02.2018
- Processed orders, forms, applications, and requests accurately and efficiently
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries
- Maintained records of customer interactions, transactions, comments and complaints
- Evaluated customers information to explore issues, develop potential solutions and maintain high-quality service
Customer Service Representative
Telus International
San Salvador, El Salvador
08.2014 - 05.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Documented and detailed calls and complaints using call center’s CRM database
- Educated customer on how to use company systems, complete forms and obtain desired services
- Managed the ability to work under pressure during a high call volume while maintaining a courteous and professional demeanor.
Education
pedagogía General, psicología General, sociología General, filosofía General, Historia de la Educación, Estadística Aplicada a la Educación I, Biología Educativa, Software, Métodos de Investigación Educativa I
University of El Salvador
08.2014
Fndl French I, Fndl French II, Info Literacy/Success
Howard Community College
Columbia, Maryland01.2021
Skills
- English and Spanish fluency
- Face to face customer interaction
- Conflict Resolution
- Microsoft Office suite
- Inbound and outbound calling
- Multitasking
- Data entry
- Creative problem solving
- Schedule management
- Analytical thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Real Estate Agent and Inside Sales Coordinator
Samson Properties
05.2024 - Current
Kitchens Sales Coordinator
IKEA
03.2023 - 04.2024
Customer Service Specialist
IKEA
07.2021 - 03.2023
Au Pair
Go Au Pair
03.2018 - 03.2020
Customer Service Representative
Blackhawk Support Services
06.2017 - 02.2018
Customer Service Representative
Telus International
08.2014 - 05.2017
pedagogía General, psicología General, sociología General, filosofía General, Historia de la Educación, Estadística Aplicada a la Educación I, Biología Educativa, Software, Métodos de Investigación Educativa I
University of El Salvador
Fndl French I, Fndl French II, Info Literacy/Success
Howard Community College