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Kathia Huerta
Managua, Nicaragua
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in/kathia-huerta-fahm22
EXPERIENCE
Businesss Development Representiative
April 2023 - 2024, Tampa, FL
SPIN Companies
•Conducted extensive cold outreach campaigns via phone calls, text, and email to homeowners of distressed properties.
•Developed and refined lead generation strategies to increase the number of qualified leads for potential property acquisitions.
•Participated in testing new outreach methods and tools, providing valuable feedback, and improved overall team efficiency and effectiveness.
•Trained and mentored new hires on best practices for cold outreach, including effective communication techniques and objection handling.
•Collaborated with the acquisition team to refine lead qualification criteria, improving lead quality and increasing closing rates.
Inbound Customer Service Representative
Capital One
March 2022 - April 2023, Managua, Nicaragua
•Managed a high volume of inbound customer calls, addressing credit card accounts, banking services, and financial products inquiries.
•Provided exceptional customer service by actively listening to customer concerns, offering appropriate solutions, and ensuring customer
satisfaction.
• Utilized comprehensive knowledge of Capital One's products and services to assist customers with account management, billing issues,
and general inquiries.
• Maintained up-to-date knowledge of company policies, regulatory requirements, and industry trends to provide accurate and compliant
information to customers.
Call Center Agent
September 2021 - March 2022, Managua, Nicaragua
OneLink BPO
•Represented client companies as a frontline customer service representative, handling inbound calls and providing support for various
products and services.
Adapted quickly to different client protocols and procedures, effectively switching between multiple accounts as needed.
•Utilized client-specific software and CRM systems to accurately document customer interactions, process requests, and update account
information.
•Maintained a high level of professionalism and brand consistency while interacting with customers from diverse cultural backgrounds.
•Participated in ongoing training sessions to stay updated on client products, services, and policies, ensuring the delivery of accurate and upto-date information to customers.
EDUCATION
High School Diploma
Instituto Primero de Mayo•Managua, Nicaragua•2019
•Academic Excellence
SKILLS
Hard Skills: Cold Outreach (phone, SMS, Email), Lead Generation And Qualification, Customer Service, Account Management, Problemsolving, Product Knowledge, Regulatory Compliance, Multi-client Representation Soft Skills: Communication, Active Listening, Empathy,
Adaptability, Professionalism, Teamwork, Time Management, Attention To Detail Technical Skills: CRM Systems (Salesforce, Infusionsoft
Keap, HighLevel), Client-specific Software, Call Center Technologies, Microsoft Office Suite, Data Entry, Basic Troubleshooting Languages:
Spanish, English
