Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Michelle Orozco Castillo

Summary

Friendly and accommodating customer service representative with experience in handling consumer inquiries, disputes, and fraud resolution. Skilled in CRM systems, communication in English and Spanish, and problem-solving. Strong ability to build relationships with customers, ensuring satisfaction and loyalty.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Customer Service Agent

TransUnion
01.2025 - Current
  • Handle and manage incoming calls from consumers and clients
  • Resolve escalated inquiries, including consumer disputes, fraud resolution, and identity theft cases (for both adults and minors)
  • Provide exceptional verbal and written communication in English and Spanish
  • Utilize strong listening skills to manage challenging customer situations effectively
  • Work independently in a remote setting, ensuring adherence to company policies
  • Maintain attention to detail and follow internal procedures and processes
  • Adapt to changes and adjust priorities as necessary
  • Manage time efficiently and stay organized
  • Participate in remote work operations in Costa Rica, with occasional in-person events as required by management

Freelancer - Customer Support Agent

5CA
03.2024 - 01.2025
  • Provided high-quality customer support via chat and email in English and Spanish
  • Assisted customers with troubleshooting and resolving technical issues
  • Ensured customer satisfaction through effective communication and problem resolution
  • Maintained accurate records and logs of customer interactions

Collections Agent

Midland Credit Management
05.2017 - 12.2021
  • Handled outbound and inbound collection calls with consistent service quality and excellent success rate
  • Investigated and resolved balances using proactive communication with external and internal customers
  • Provided accurate responses to customers' servicing questions and concerns
  • Educated customers about delinquency issues with detailed documentation of identified problems
  • Utilized CRM systems (GUI and Apollo) to manage customer interactions and account records

Education

High School Diploma -

Liceo de Innovación Educativa Pocora

Skills

  • Active Listening

  • CRM

  • Communication Skills

  • Problem-Solving

  • Creativity

  • Time Management

Timeline

Customer Service Agent

TransUnion
01.2025 - Current

Freelancer - Customer Support Agent

5CA
03.2024 - 01.2025

Collections Agent

Midland Credit Management
05.2017 - 12.2021

High School Diploma -

Liceo de Innovación Educativa Pocora

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Jennifer Michelle Orozco Castillo