EVELIA RENATA RIOS ARANA
Customer Service Professional
Guatemala
Summary
I am a committed and results-driven customer service professional who brings more than just experience-I bring a proactive mindset and a genuine passion for delivering exceptional service. Recognized for my strong problem-solving abilities, ability to stay focused in difficult situations, and dedication to customer satisfaction, I consistently go above and beyond to resolve issues and create positive experiences. I take initiative, collaborate well with teams, and contribute to a supportive, high-performing work environment. I'm ready to bring energy, professionalism, and long-term value to your organization.
Overview
6
6
years of professional experience
25
25
years of post-secondary education
Work History
EzCater Customer Service Representative
Atento Guatemala
03.2023 - 05.2025
- Assisted both customers and catering partners, ensuring smooth communication and support on both sides.
- Helped clients find suitable restaurants to cater their events, providing tailored recommendations based on their needs.
- Managed up to three live chats simultaneously during peak seasons, maintaining high levels of accuracy and responsiveness.
- Worked effectively under pressure, including making outbound calls to quickly resolve issues and provide timely updates.
- Acted as a mediator between customers, delivery drivers, and caterers to ensure seamless coordination and conflict resolution.
- Tracked orders in real time and followed up with customers via email when immediate resolutions were not possible.
- Handled last-minute order changes, including adding or removing items, modifying details, and managing cancellations.
HRB Technical Support Representative
Everise
12.2022 - 03.2023
- Provided technical assistance to HRB employees, resolving a wide range of hardware and software issues in a timely and efficient manner.
- Troubleshot problems through remote tools and step-by-step guidance, ensuring minimal disruption to employee productivity.
- Escalated unresolved issues to the appropriate teams when advanced support was needed, following internal escalation protocols.
- Created and updated Salesforce tasks to accurately document troubleshooting steps, resolutions, and key details for future reference.
- Maintained clear and professional communication throughout each interaction, contributing to a smooth support experience during high-demand periods.
UHC Customer Service Representative
Alorica
10.2021 - 11.2022
- Assisted elderly Medicare members with inquiries related to health insurance, benefits, claims, billing, and provider networks, ensuring compassionate and clear communication tailored to their needs.
- Provided accurate and empathetic support while explaining complex Medicare coverage and medical information in a simple, patient-friendly manner.
- Managed a high volume of inbound calls from seniors, promptly addressing issues related to coverage, eligibility, and prior authorizations to ensure timely resolution.
- Scheduled medical appointments for members, coordinating with providers to facilitate access to necessary care.
- Maintained up-to-date knowledge of Medicare policies, HIPAA regulations, and internal systems to ensure compliance and service accuracy.
- Documented all interactions and case notes thoroughly to maintain accurate records and support effective follow-up.
- Collaborated closely with internal teams and external healthcare providers to resolve escalated issues, promoting quality care and positive member outcomes.
Airbnb Customer and Host Service Specialist
24-7 Intouch
02.2020 - 07.2021
- Acted as a mediator between guests and hosts to resolve disputes and ensure mutually satisfactory outcomes.
- Reviewed and investigated cleanliness claims, coordinating with cleaning teams and hosts to address issues promptly.
- Assisted guests and hosts with booking inquiries, modifications, and cancellations to facilitate smooth reservation processes.
- Communicated effectively with both parties to manage expectations and maintain positive relationships.
- Documented interactions and resolutions accurately to support accountability and improve service quality.
- Provided timely updates and follow-ups to guests and hosts during conflict resolution and claim processes.
Target Customer Service
24-7 AI
09.2019 - 01.2020
- Provided exceptional customer support by assisting with order placement, tracking, and account inquiries across phone and online channels.
- Addressed and resolved a variety of customer concerns including lost, damaged, or incorrect product claims, price match requests, and returns with professionalism and efficiency.
- Maintained thorough documentation of all customer interactions and resolutions to ensure accurate records and seamless follow-up.
- Processed refunds, exchanges, and replacements promptly, adhering to company policies while prioritizing customer satisfaction.
- Utilized strong product knowledge to guide customers in making informed purchasing decisions and to troubleshoot common issues.
- Collaborated with fulfillment, logistics, and store teams to expedite order corrections and improve overall service delivery.
- Demonstrated the ability to manage high call volumes during peak seasons while maintaining a positive and patient demeanor.
- Proactively identified opportunities to enhance customer experience and provided feedback to management for process improvements.
Education
Licenciatura - Ciencias Juridicas Y Sociales
Universidad De San Carlos De Guatemala
05.2001 - Current
English For All -
Intecap
06.2019 - 11.2019
Skills
- Team work
- Excellent communication
- Organized
- Work Ethic
- Punctuality
- Customer service
- Active listening
- Adaptability and flexibility
- Critical thinking
- Decision-making
- Team collaboration
Timeline
EzCater Customer Service Representative
Atento Guatemala
03.2023 - 05.2025
HRB Technical Support Representative
Everise
12.2022 - 03.2023
UHC Customer Service Representative
Alorica
10.2021 - 11.2022
Airbnb Customer and Host Service Specialist
24-7 Intouch
02.2020 - 07.2021
Target Customer Service
24-7 AI
09.2019 - 01.2020
English For All -
Intecap
06.2019 - 11.2019
Licenciatura - Ciencias Juridicas Y Sociales
Universidad De San Carlos De Guatemala
05.2001 - Current
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