Hi, I’m
Katherine Ponciano
SALES AND SUPPORT REPRESENTATIVE
Guatemala City,GUATEMALA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
years of professional experience
2
Languages
2
years of post-secondary education
Work History
Telus International
Customer Service Representative
09.2023 - 12.2023
Job overview
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Lean Solutions Group
Logistics Coordinator
11.2022 - 09.2023
Job overview
- Tracked orders and notified customers of status or potential delays.
- Track shipments and inventories.
- Coordination with suppliers and drivers to ensure smooth operations to ensure client needs are met.
- Coordinate client needs, timelines, products and services
Billing Data entry.
Independence Blue Cross Blue Shield
Customer Service Representative
09.2021 - 08.2022
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
CARGO EXPRESO
Sales Specialist
07.2018 - 08.2021
Job overview
- Building and maintaining strong relationship with clients.
Increased sales revenue by automating routine reporting tasks with advanced Excel functions.
Managed project timelines, budgets, and metric goals using Excel’s advanced functions.
Educate customers about product features and benefits in selecting best options for each client needs.
Education
GALILEO UNIVERSITYGUATEMALA
Associate of Arts from Graphic And Digital Design
01.2023 - Current
CourseraUNITED STATES
Certificate from Digital Marketing
08.2024 - 12.2024
HUBSPOT ACADEMYONLINE
from HUSBSPOT CMS FOR DEVELOPERS
01.2025 - Current
Skills
Sales expertise
undefinedTimeline
HUBSPOT ACADEMY
from HUSBSPOT CMS FOR DEVELOPERS
01.2025 - Current
Coursera
Certificate from Digital Marketing
08.2024 - 12.2024
Customer Service Representative
Telus International
09.2023 - 12.2023
GALILEO UNIVERSITY
Associate of Arts from Graphic And Digital Design
01.2023 - Current
Logistics Coordinator
Lean Solutions Group
11.2022 - 09.2023
Customer Service Representative
Independence Blue Cross Blue Shield
09.2021 - 08.2022
Sales Specialist
CARGO EXPRESO
07.2018 - 08.2021
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