Freelancer profile translated to English.
Back to original languageAbout Carla
Administrative professional with over 15 years of experience in telecommunications, customer service, and corporate sales. Throughout my career, I have developed a strong ability to manage incidents, provide efficient administrative support, and deliver close, problem-solving, and results-oriented customer service, including experience in online customer service and digital customer management.
I specialize in optimizing processes, strategically organizing tasks, and maintaining high standards of service quality, contributing to the smooth functioning of teams and customer satisfaction.
I am a responsible, organized, and proactive individual, with a knack for adapting to dynamic environments and working both independently and as part of a team, especially in remote settings.
Spanish
Native or bilingual
Remote only
Primarily works remotely
Experience
- Claro Chile S.A.Executive Customer Service for CorporationsTELECOMMUNICATIONSAugust 2020 - January 2024 (3 years and 5 months)Huechuraba, Temuco, AR, ChileResponsibility:● Customer service and incident resolution for corporate clients.● Management of calls and customer service inquiries.● Technical support for corporate applications and mobile devices.● Control and organization of information and documentation.Achievement:● Reduction in response time for service from 24 to 12 hours.● Significant improvement in end-user experience.● Design and implementation of a daily equipment stock registry.● Recognition for outstanding performance during the year 2021.
- Claro Chile S.A.Customer Service ExecutiveTELECOMMUNICATIONSFebruary 2019 - August 2020 (1 year and 6 months)Huechuraba, RM, ChileResponsibility:● Identification and analysis of customer needs to offer adequate solutions.● Customer loyalty through personalized attention and continuous follow-up.● Management and resolution of user incidents, complaints, and requests.Achievement:● Implementation of customer retention strategies that reduced contract cancellations by 10%.● Increase in customer satisfaction rates through improved problem-solving processes.● Optimization of the management of requests and complaints, reducing response times and ensuring service continuity and customer satisfaction.
- Claro Chile S.A.Customer Service ExecutiveTELECOMMUNICATIONSFebruary 2019 - August 2020 (1 year and 6 months)Huechuraba, RM, ChileResponsibility:● Identification and evaluation of customer needs.● Management of complaints, requests, and loyalty.● Incident resolution and case follow-up.Achievement:● Implementation of retention strategies that reduced cancellations by 10%.● Increase in customer satisfaction rates.● Design of informational material about products and services.● Optimization of response times in complaint management.
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Education
- Industrial – University Technical SuperiorRodolfo Loero Arismendi University Institute of Technology2009Industrial – Técnico Superior Universitario
Skill set
Categories
- Other