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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