Kenda Tatiana Pereira Mejia

COLONIA HONDURAS SAN PEDRO SULA, HONDURAS TEL- • E-MAIL- KENDA PEREIRA SKILLS • • • • • • Organization Conflict management Detail Oriented Customer Service Orientation Time Management Strong Communication and problem-solving • • • • • • Excellent Human Relations Basic HR or Financial Knowledge Pleasant Personality Dependability High Sense of Responsibility. Computer proficiency LABORAL EXPERIENCE Customer Support Specialist Level 3 / Benefit Processor – Partner Hero (Mockingbird/ Human Interest) October 2022 to Present Mockingbird  Answering questions about Mockingbird products, helping with purchases, and providing recommendations customers via social (Facebook & Instagram), email, and chat.  Handling Issues & Complaints: Resolving problems related to product defects, missing parts, or delivery issues.  Processing Returns & Exchanges: Guiding customers through return policies and warranty claims.  Providing Technical Support: Offering troubleshooting steps for stroller assembly or maintenance. Human Interest  Processing distributions in Nexus, ensuring accuracy and compliance with internal policies.  Assigning and managing distribution tickets in Salesforce, optimizing workflow efficiency.  Maintaining precise record-keeping and documentation, supporting internal operations.  Compliance & Regulations: Confirm that individuals meet the criteria for receiving benefits  Collaborating with cross-functional teams to ensure seamless processing of benefits. Authorization Specialist – Smart Outsourcing Solutions Mar 2022 to September 2022  Reviewed and managed medical documentation necessary for the Request for Authorization (RFA) process, ensuring accuracy and compliance with insurance requirements.  Submitted authorization requests to insurance companies, following established protocols to ensure prompt and effective responses.  Collaborated with healthcare providers and patients to gather additional information and resolve issues related to authorizations.  Maintained detailed records of submitted RFAs and their statuses, contributing to the continuous improvement of administrative processes. Bar Server - Costa Cruises/ Cruise Ships Catering and Services International N.V. December 2019 to February 2022 (8-month contracts)  Provided friendly, courteous, helpful, timely, and professional customer service resulting in very high levels of guest satisfaction.  Prepared both alcoholic and nonalcoholic beverages.  Cleaned and maintained a sanitary environment.  Assisted bartender in pouring beer/ wine and tending to guest needs during rush hours. Technical Support Specialist – Alorica Honduras (Comcast) July 2015 to August 2017  Provided exceptional customer service by troubleshooting and resolving connectivity issues utilizing diagnostic tools and procedures.  Assisted customers in configuring their devices, including routers and modems, to optimize connectivity and performance.  Collaborated with technical teams to escalate complex issues and ensure timely resolution.  Maintained detailed records of customer interactions and technical issues in the company’s CRM system, contributing to improved service processes.  Educated customers on best practices for maintaining their internet and cable services, enhancing overall customer satisfaction. Customer Service Representative – Startek Honduras (T-Mobile Prepaid) August 2012 to May 2015  Assisted customers with inquiries related to prepaid accounts, providing detailed information on plans, features, and promotions.  Resolved billing issues and account discrepancies, ensuring customer satisfaction and retention.  Troubleshooting network, SIM card, and device issues.  Guided customers through the activation and management of their prepaid services, including balance inquiries and plan changes.  Handling service disruptions, refunds, and escalations.  Maintained up-to-date knowledge of T-Mobile’s products and services to provide accurate and relevant information. Chat Support – KM2 Solutions (Bank Santander) September 2011 to March 2012  Payment processing.  Assisted customers with loan account inquiries, payment schedules, and outstanding balances.  Handled disputes, late payment concerns, and loan modification requests. EDUCATION  Instituto Experimental La Salle – High School Diploma  Universidad Nacional Autónoma de Honduras - Currently studying a Bachelor’s in Industrial Chemistry CAREER GOALS  Be part of a company where I can put all my knowledge into practice, having the opportunity to meet all my goals and that offers me the opportunity to grow in the work area, both personal and intellectual. PERSONAL MOTIVATION I consider myself someone who achieves my goals since I believe the achievements are the results of the decisions that each one makes pointing to success.