Steffany Karina Coello Amador

Hello I’m Steffany Karina Coello Amador Tegucigalpa, Honduras Skills Organized, goal-driven, positive-minded, hard-working, people person, experienced supervisor, use of Microsoft programs (Excel, Word, Powerpoint, etc), creative, customer service skills, excellent communication skills. Experience January 2025 - September 2025 Happy Home Express – Texas Real Estate ●​ Cold calling prospective clients to offer properties in the area​ ●​ Creating and managing marketing posts on Facebook and community groups​ ●​ Following up with leads to guide them through the rental or buying process​ ●​ Handling inbound calls and assisting interested buyers or renters​ ●​ Renting mid-term stays and managing tenant inquiries​ ●​ Selling homes through owner-financing programs and supporting clients through the process December 2022- November 2024 Amazon Mexico – Customer service Specialist • Assist with Package Tracking • Help customers locate their orders, check delivery status, and resolve issues with delayed or lost shipments. • Process Refund Requests • Review and handle refund requests quickly and accurately, following Amazon’s policies and procedures. • Handle Claim Calls • Listen actively to customer concerns, manage difficult situations with empathy, and provide effective solutions. • Update Order Information • Make changes to shipping addresses, payment methods, or account details as needed. • Document Customer Interactions • Accurately record each call and the actions taken in the internal system for follow up and quality assurance. • Meet Performance Metrics • Maintain high levels of customer satisfaction, response time, and first-call resolution. • Collaborate with Internal Teams • Coordinate with logistics or returns departments to resolve complex cases. April 2021 – December 2022 Travel pass Group – Sales Representative • Respond to Guest Inquiries Answer incoming calls promptly and provide accurate information about hotel rates, availability, amenities, and policies. • Close Sales and Process Bookings Convert inquiries into confirmed reservations by understanding guest needs and offering suitable packages or promotions. • Upsell Services Promote room upgrades, packages, or additional services (like spa, dining, or tours) to maximize revenue. • Provide Excellent Customer Service Handle guest concerns or questions with professionalism, empathy, and efficiency to ensure satisfaction. • Update and Maintain Reservation Systems Accurately enter and update booking details in the hotel’s reservation system or CRM software. • Follow Sales Scripts and Procedures Adhere to company sales guidelines while personalizing calls to make guests feel valued and heard. • Collaborate with Other Departments Communicate with the front desk, housekeeping, or management when needed to ensure special guest requests are fulfilled. October 2020 – February 2021 Linguava Interpreters Agency - Customer Service Specialist-Interpreter specialist ● Schedule appointments for patients that need interpretation assistance on their medical appointments and assign them to local Spanish interpreters in the US. ● Train new agents doing shadowing sessions and reverse shadowing sessions about the scheduling process and the filling process ● Reply to emails, texts, Help, and thumbtack messages ● Join video conference calls with providers and interpreters when having technical issues joining virtual appointments. ● Assign appointments to interpreters according to their working areas and availability. April 2014 - December 2017 Startek, Honduras -Sales account manager /Customer Service Supervisor ● Was transferred from Walmart family mobile customer service to the T-MOBILE Sales department as an Account manager. ● Created a team for Most Help Needed agents and provided them with support and feedback every week to track their progress ● Was able to get some agents a promotion after being working with them using my Most Help Needed Agents project ● Was promoted from Floor support to Supervisor just two months after assisting with floor support. ● Identified trends agents had during calls that made their QA scores lower, once I worked with the agents they all had great QA scores. ● Was promoted from agent to Floor support after four months as a Customer service agent. ● Was awarded as Top performer for eight months in a row as a customer service agent with Walmart family mobile. Education January 2015 -Present UPNFM - Preschool Teacher Degree 80% of my classes and also part of the basketball team. August 2014 -December 2014 UNITEC Sales and customer service course Received a course on how to make a good sale and how to handle customer calls. Develop problem-solving skills Sales techniques Customer service skills How to handle angry customers. Give a great experience to customers. August 2011- June 2014 CEAD CHRISTIAN SCHOOL Graduated from High School August 2000 - June 2011 Great Commission Academy Graduated from Kinder, Middle School.