Ana Carolina

Ana Carolina Cordero Herrera --– Mobile:- Professional Summary Bilingual costumer oriented professional with experience working in fast-paced environments in the contact center industry. High attention to detail, with the ability to multitask and handle several contacts and channels simultaneously. Able to work independently and willing to help the team, with a positive attitude and a resilient and flexible mindset, eager to learn and embrace changing work dynamics. Skills Problem Solving Phone, email and chat support Data mining Research and investigation Strong communication skills – written and verbal MS Office Proficient – Excel, Word, Powerpoint Bilingual – English and Spanish Working Experience June 2020 – August 2021: Amazon Costa Rica June 2020 – August 2021 – HBS – Costumer Service Associate Telephone and chat support with customer to provide problem-solving solutions to their needs, concerns and situations. Resourceful attitude to make the best use of tools, policies and procedures to resolver costumers issues. Demonstrated ownership and adaptability to resolve challenging customer issues, escalating when necessary. System proficient – KC knowledge, quip and other tools and applications. Understanding of performance metrics to assist with driving business results. Jan 2021 – June 2021 – ERC Resources Contact Center Seasonal Associate HR representative responsible for supporting of phone and email related contacts from Amazon employees. Worked one-on-one with employees and/or HR key stakeholders, to find the solution for the customer while providing a world-class employee experience. Ticketing management system to document and track every call with high level of accuracy. Worked along with quality to review and improve key metrics. Handled confidential and sensitive information, policies, procedures, regulations and internal documentation regarding employee conditions, benefits and other key information. Education 2017 – Bachelor Degree in Business Administration, Universidad Latina de Costa Rica 2016 – Diplomado en Artes Culinarias, Universidad Latina de Costa Rica Languages Spanish: Native English 85%