Summary
Overview
Work History
Education
Skills
Languages
Timeline
AssistantManager

Karla Rovelo

Orlando,FL

Summary

Expertly navigated through diverse industries, gaining valuable experience in technology, finance, sales, and healthcare, each contributing to a well-rounded skill set and adaptability to various environments. Proven track record of exceptional results, consistently meeting and exceeding time-sensitive deadlines, reflecting a commitment to operational excellence and customer satisfaction. Skilled in analyzing complex situations and data to drive informed decision-making, contributing to the success of projects and organizational growth. Thrives in both collaborative and autonomous work settings, demonstrating exceptional teamwork and leadership skills, while also taking initiative to drive individual accomplishments. A relentless drive for success and unwavering self-motivation, leading to consistent goal attainment and continuous professional development. Recognized for maintaining impeccable quality and accuracy in all aspects of work, fostering strong relationships with customers and stakeholders.

Overview

9
9
years of professional experience

Work History

Customer Support Representative

Fiverr
Orlando, FL
02.2023 - Current
  • Delivered exceptional customer service by providing independent and high-quality responses to customers through email ticketing system and chat, ensuring their inquiries were addressed promptly and effectively.
  • Demonstrated proficiency in handling critical and high impact problems, offering reliable resolutions that led to heightened customer satisfaction and loyalty.
  • Exhibited a strong sense of ownership for customer issues, taking responsibility to follow problems through to resolution, thereby enhancing the overall customer experience.
  • Collaborated closely with team leads and shift managers, fostering a cohesive and customer-centric environment that consistently met and exceeded service level objectives.
  • Actively contributed innovative ideas and practical solutions to enhance customer satisfaction, resulting in positive feedback and improved customer retention.
  • Proactively recognized trends and potential service-impacting events, escalating them promptly to appropriate channels, thus mitigating potential issues before they escalated.
  • Maintained a growth mindset, continually learning from colleagues and industry best practices to develop as a customer support professional, ensuring up-to-date knowledge and top-notch service delivery.
  • Proficient in using email ticketing systems and chat support platforms to deliver top-notch customer service.
  • Strong problem-solving skills, allowing for quick and effective resolution of critical customer issues.
  • Excellent communication and interpersonal abilities, ensuring clear and empathetic interactions with customers.
  • Ability to adapt quickly to changing situations and priorities, while maintaining a customer-centric approach.
  • Exceptional team player, working collaboratively with team leads and shift managers to achieve collective goals and maintain high customer satisfaction levels.

Customer Care Analyst

USTA
Orlando, FL
06.2022 - 02.2023
  • Responsible for analyzing current channel usage (phone, email, chat) to create and implement a strategy for certain contact types to be supported through self-serve resources
  • Create help articles and macros, identifying report requirements as new features are released or new teams request assistance from Customer Care
  • Assist in the preparation and support of the US Open, requiring excellent event planning and coordination skills
  • Support the adjustment of content based on system releases and enhancements
  • Add labels to help center articles to influence article search relevance and Answer Bot results
  • Consolidate Serve Tennis material in the help center
  • Collect resources for digital releases to provide them to Customer Care for training that guides their professional growth
  • Participate in call center calibration meetings and share positive CSAT responses with the Customer Care team
  • Monitor Bad CSAT responses in Zendesk, confirming they are actioned in a timely fashion as well as to identify trends and opportunities for improvement
  • Coordinate agent roundtable meetings with the call center and determine an agenda/topic to address issues, concerns, and changes to be implemented with a focus on continuous process improvement
  • Review and act on all tickets assigned to USTA National Customer Care in Zendesk
  • Contribute to monthly Agent QA meetings based on ticket findings
  • Act as the primary contact for Marketing Generator and Zendesk Sell account requests
  • Test new features in the Zendesk Sandbox to provide recommendations for the live instance
  • Monitor Zendesk group assignments to confirm agents are in appropriate ticket groups

Technical Support Specialist

Mend
Orlando, FL
03.2022 - 06.2022
  • Communicated with customers to identify technical issues by walking through solutions and initiate corrective actions to restore service and system functionality
  • Documented and updated case notes based on tickets, diagnosis, and findings to allow for future accessible information
  • Maintained strict compliance with established and updated policies and procedures with minimal supervision
  • Cultivated client relations and drove retention by effectively authorizing and updating technical documents and manuals
  • Resolved a record-breaking backlog of support tickets following a major system malfunction, demonstrating strong leadership abilities and drive for professional success
  • Provided technical support via chat and email on salesforce to identify root cause of concern for timely resolutions
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise
  • Monitored service orders to completion and closed service tickets
  • Supported customers with online access and account issues

Executive Assistant

Nearshore Technology
Orlando, FL
03.2019 - 12.2021
  • Handled logistics, catering, agendas, and travel arrangements for meeting and event planning for the board of directors, president, and executive vice president
  • Coordinated complex annual meeting involving 8 presenters, 130 global attendees, and budget of $10M encompassing livestream production, remote location arrangements, and senior executive accommodations
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data which supports key business strategy and executive decision making
  • Organized and updated schedules for more than 9 executives, effectively navigating overlapping commitments as needed
  • Distributed company-wide announcements, booked conference rooms, and coordinated catering for various staff events
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
  • Coordinated domestic and international travel arrangements including booking airfare, hotel, and ground transportation
  • Updated executives on changing business needs by thoroughly documenting internal and client meetings
  • Produced office files and crafted presentations to support executives and boost team efficiency to focus on growth
  • Managed external contacts for the CEO and kept track of periodic communication needed for priority contacts
  • Responded to emails and other correspondence to facilitate communication and enhance business processes
  • Assisted in coordinating the implementation of policies and practices across organizations to drive improvements
  • Prepared meeting agendas and briefing papers for members of board of directors and executive team
  • Screened incoming mail, publications, and other correspondence directed to management team members
  • Directed administrative functions for board of directors, principals, consultants and key managers
  • Prepared presentations, materials, and documentation for use by the President of Nearshore in meetings and engagements

Office & Marketing Manager

Wells Fargo
Melville, NY
09.2014 - 06.2019
  • Developed creative sales promotions, product strategies, and brand establishment to increase consumer engagement which included driving the local marketing tactic behind E
  • TRADE
  • Capitalized on industry and market trends to best drive advertisement budgeting and sales-efficiency, leading to a high return on investment (ROI) with new client acquisition
  • Successfully improved employee and client retention by spearheading monthly corporate events

Education

Associate of Science - Cyber Security & Network Engineering

Valencia College

Skills

  • Customer Service
  • Technical Support
  • Microsoft Office Suite
  • Office management
  • Remote desktop services
  • Jira, Zendesk & Salesforce
  • Technical Troubleshooting
  • Expense/Budget Reporting
  • Bilingual: English & Spanish

Languages

  • English & Spanish

    • Timeline

    Customer Support Representative

    Fiverr
    02.2023 - Current

    Customer Care Analyst

    USTA
    06.2022 - 02.2023

    Technical Support Specialist

    Mend
    03.2022 - 06.2022

    Executive Assistant

    Nearshore Technology
    03.2019 - 12.2021

    Office & Marketing Manager

    Wells Fargo
    09.2014 - 06.2019

    Associate of Science - Cyber Security & Network Engineering

    Valencia College

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