Karina Jimenez Palavicini
Winter Haven,FL
Summary
Bilingual Customer Service Professional with five years of remote experience in handling high call volumes and managing sensitive information. Expertise in active listening and problem-solving to address customer inquiries effectively. Demonstrates strong organizational skills and adaptability, excelling in multitasking and learning new systems swiftly. Delivers efficient and compassionate support while collaborating with team members.
Overview
11
11
years of professional experience
Work History
Child Support Customer Service Agent
SMI
09.2025 - 10.2026
- Answered approximately 100 to 150 inbound calls daily for State Department of Revenue child support services. Clarified account and payment questions and next steps.
- Recorded accurate notes and navigated multiple systems while following call procedures and managing sensitive information in a monitored remote setting.
- Provided support to clients remotely while adhering to procedures.
Supervisor and Customer Service
IHOP
Miami, FL
01.2021 - 01.2022
- Supervised front-of-house and kitchen teams during busy IHOP shifts.
- Trained new servers on guest service, menu knowledge, and POS use.
- Supported daily operations, resolved customer concerns, managed billing paperwork, and assisted in team supervision.
- Monitored food safety, cleanliness, and sanitation standards throughout service.
Front of House and Customer Service
Chuy's Tex Mex
Miami, FL
01.2018 - 01.2022
- Coordinated reservations and addressed customer inquiries while supporting schedules, spreadsheets, billing, and front of house operations.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Childcare and Enrollment Support
Active Learning Academy
Virginia Gardens, FL
01.2016 - 01.2019
- Answered enrollment calls, assisted families with registration, and managed billing and state grant paperwork.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Certificate - Advertising and Digital Marketing
Miami Dade College
Associate studies - Clinical Psychology, Criminology and Criminal Justice
Southeastern University
Skills
- Remote customer support
- High-volume call handling
- Case documentation
- Complaint resolution
- Billing inquiries
- Payment processing
- Case documentation
- Customer service
- Account review
- Billing and payments
- Records management
- Data entry
- Microsoft Office, Outlook, and Excel
- Software adaptability
- Multitasking across computer systems
- Remote assistance
- Remote collaboration
- Time management
- Time management and organization
- Attention to detail
- Problem solving
- Problem-solving and attention to detail
- Bilingual proficiency
- Empathetic communication
- Effective communication
- Adaptability and flexibility
- Works well independently and with a team
- Call center management
- Information verification
- Empathetic communication
- Works well independently and with a team
Personal Information
Title: REMOTE CUSTOMER SERVICE CHILD SUPPORT BILINGUAL ENGLISH AND SPANISH
CAREER BREAK
2022–2025 | Family caregiving responsibilities
Timeline
Child Support Customer Service Agent
SMI
09.2025 - 10.2026
Supervisor and Customer Service
IHOP
01.2021 - 01.2022
Front of House and Customer Service
Chuy's Tex Mex
01.2018 - 01.2022
Childcare and Enrollment Support
Active Learning Academy
01.2016 - 01.2019
Certificate - Advertising and Digital Marketing
Miami Dade College
Associate studies - Clinical Psychology, Criminology and Criminal Justice
Southeastern University