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Johanna TorresJT

Johanna Torres

Customer Support & Back Office Specialist

€110/day
Santiago, CL
3-7 years
customer service
Microsoft Excel
administrative support
Microsoft Office
Microsoft Word

Average response time: 1 hour

Freelancer profile translated to English.
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About Johanna

Customer service specialist with extensive experience in telephone and digital guidance for users of essential services (MINSAL – Salud Responde, Enel Distribución), complaint management, and incident resolution under quality protocols. Proficient in omnichannel support (chat, email, phone) and digital tools, with a notable command of artificial intelligence (Claude 101 certification) to optimize response times and quality. Methodical, empathetic, and solution-oriented profile, with experience in team supervision and application of standardized protocols. I have my own equipment and stable internet for 100% remote teleworking.

  • English

    Native or bilingual

  • Spanish

    Native or bilingual

Remote only
Primarily works remotely

Experience

  • Policomp / MINSAL (Salud Responde / Línea COVID-19)
    Customer Service Executive
    October 2021 - December 2022 (1 year and 2 months)
    • Mass telephone guidance: Assisting users on Salud Responde and MINSAL's COVID-19 line, providing health information and guidance under high demand.
    • Omnichannel support: Managing inquiries and complaints from Enel users (emergency area) via phone and digital channels, with case follow-up until closure.
    • Critical case resolution: Handling high-pressure situations, delivering clear solutions and cordial treatment under quality protocols.
    • Application of standardized tests: Official examiner for SIMCE and Teacher Test (UC Center), and Census taker in the National Population Census, following strict protocols.
    • Use of AI in work: Applying artificial intelligence tools to draft agile responses and document processes.
  • Konecta / Enel Distribución (Área de Emergencias)
    Customer Service Executive
    October 2021 - Today (4 years and 9 months)
    • Omnichannel support: Managing inquiries and complaints from Enel customers via phone and digital channels, with case follow-up until closure under SLA.
    • Critical case resolution: Handling emergencies under high pressure, with cordial treatment and established quality protocols.
    • CRM Salesforce: Recording and tracking cases in the Salesforce platform on a daily basis.
  • Servicios y Asesorías Ambientales SpA
    Staff Supervisor
    October 2022 - Today (3 years and 9 months)
    • Team leadership: Direct supervision of personnel in mass events, coordinating shifts, tasks, and compliance.
Check out Johanna's experience

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Education

  • Entrepreneurship, innovation, and sustainable business
    Women Entrepreneurs School
    2026
    emprendimiento, innovación y negocios sostenibles
  • Industrial Design
    Duoc UC
    Diseño Industrial
Check out Johanna's education

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