Katherine Vela
Summary
A personable and dedicated customer service representative with extensive experience in Customer Relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Enterprise Mobility
Atlanta, GA
01.2021 - Current
- Cross trained in multiple departments to know all company needs and train new employees.
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Recommended metrics and models based on observed trends.
- Worked with internal teams to understand business needs and changing strategies.
Customer Service Representative
Amazon
Smyrna, GA
01.2021 - 12.2021
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools.
- Assisted customers by providing confirmations, answering questions and offering general information.
Education
High School Diploma -
Georgia Cyber Academy
GASkills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- Live Chat Support
- Microsoft Office
- Zendesk
- Billing
- Understanding Customer Needs
References
Available upon request
Timeline
Customer Service Representative
Enterprise Mobility
01.2021 - Current
Customer Service Representative
Amazon
01.2021 - 12.2021
High School Diploma -
Georgia Cyber Academy