ANA CAROLINA MORA ARIAS
-Palmares
Summary
Dynamic professional with extensive experience in queue management and customer service, skilled at ensuring a seamless flow of customer requests in high-pressure environments. Expertise in prioritizing tasks while maintaining exceptional service quality and effectively managing multiple demands simultaneously. Demonstrated ability to resolve issues, contributing to smooth operations and high levels of customer satisfaction. Committed to fostering customer loyalty through attentive service and consistently achieving positive outcomes.
Overview
8
8
years of professional experience
Work History
BACKLINE UNDELIVERABLES CONTACT ADVISOR
DHL COSTA RICA
07.2025 - Current
- Oversaw a dedicated case queue addressing undeliverable shipments, ensuring timely resolution of delivery exceptions.
- Maximized package delivery volume by streamlining workflows, resulting in an average of 150+ shipments successfully cleared per week.
- Performed cross-team collaboration with logistics and customer service departments to ensure seamless operations under high-pressure conditions.
FRONTLINE CUSTOMER SERVICE ADVISOR
DHL COSTA RICA
07.2021 - 07.2025
- Provided frontline customer support, addressing 90+ inquiries daily and resolving complaints with empathy and efficiency.
- Investigated and traced shipment issues including delays, misrouting, and damages, achieving a 95% resolution rate within service-level agreements.
- Maintained performance under pressure while adhering to DHL policies and service standards, consistently meeting delivery deadlines and boosting customer satisfaction scores
CUSTOMER ADVISOR
QUALFON (TARTE ACCOUNT)
01.2020 - 05.2021
- Provided personalized recommendations based on customer preferences and needs, driving an increase in product upsells.
- Demonstrated product knowledge and customer orientation, enhancing the shopping experience and contributing to customer satisfaction scores.
- Built rapport with clients and supported brand loyalty.
- Delivered attentive service in a high-volume retail environment, assisting an average of 50+ customers per day.
CUSTOMER SERVICE REPRESENTATIVE
QUALFON (SEARS ACCOUNT)
11.2018 - 12.2019
- Managed customer inquiries related to appliance insurance and warranty services, handling an average of 60+ calls per day.
- Executed clear communication strategies to address issues, fostering customer trust and improving satisfaction.
- Maintained high service standards while adapting to evolving customer needs, contributing to an increase in successful claim resolutions.
Education
TECHNICAL TRAINING - English Language
INSTITUTO NACIONAL DE APRENDIZAJE
PALMARES01-2016
High School Diploma -
COLEGIO NOCTURNO DE PALMARES
Palmares, Costa Rica01-2015
Skills
- Service excellence
- Customer complaint management
- Logistics monitoring
- Optimized queue processes
- Emotional understanding
- Effective team engagement
- Effective problem resolution
- Understanding client expectations
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
BACKLINE UNDELIVERABLES CONTACT ADVISOR
DHL COSTA RICA
07.2025 - Current
FRONTLINE CUSTOMER SERVICE ADVISOR
DHL COSTA RICA
07.2021 - 07.2025
CUSTOMER ADVISOR
QUALFON (TARTE ACCOUNT)
01.2020 - 05.2021
CUSTOMER SERVICE REPRESENTATIVE
QUALFON (SEARS ACCOUNT)
11.2018 - 12.2019
TECHNICAL TRAINING - English Language
INSTITUTO NACIONAL DE APRENDIZAJE
High School Diploma -
COLEGIO NOCTURNO DE PALMARES