María José Ovares Arias
Summary
Clinical and organizational psychologist with experience in customer service and case management. Demonstrated ability to assist and advise clients, as well as train new personnel. Capable of adapting to challenging situations and effectively managing client demands.
Overview
3
3
years of professional experience
Work History
Hyundai Motor America Customer Service Specialist
Movate
05.2022 - 09.2023
- Assisted and advised customers with vehicle repair-related issues.
- Managed appointments and provided updates on repairs, including tracking backordered parts.
- Processed rental vehicle reimbursements during warranty-related dealership visits.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Trained as a Subject Matter Expert (SME) to provide specialized knowledge.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Disability and Leave Services Specialist (L3), ERC
Amazon, ERC-DLS
11.2020 - 07.2021
- Assisted and supported Amazon employees who needed time off work for various reasons, including illness, COVID-19, maternity leave, and bereavement
- Trained new personnel on the account and developed a biweekly questionnaire to assess knowledge and areas for improvement
- Interacted with employees to ensure a healthy and efficient work environment.
English as a Foreign Language Teacher
Centro Cultural Costarricense Norteamericano
04.2020 - 10.2020
- Educated students in basics of English grammar and conversational speaking.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
Education
Master of Industrial and Organizational Psychology -
Universidad Latina de Costa Rica
12.2023
Technical Certificate in Human Talent Management -
Universidad de Costa Rica
12.2019
Bachelor of Clinical Psychology -
Universidad Latina de Costa Rica
12.2018
Skills
- Relationship Management
- Customer Advocacy
- Problem-Solving
- Psychological Assessment and Intervention
- Organizational Behavior Analysis
- Adaptability
- Attention to Detail
- Time Management
- Teamwork
- Proficiency in CRM software (eg, Salesforce, Zoho CRM)
- Microsoft Office Suite (Word, Excel, Outlook)
- Basic troubleshooting skills for computer and software issues
Timeline
Hyundai Motor America Customer Service Specialist
Movate
05.2022 - 09.2023
Disability and Leave Services Specialist (L3), ERC
Amazon, ERC-DLS
11.2020 - 07.2021
English as a Foreign Language Teacher
Centro Cultural Costarricense Norteamericano
04.2020 - 10.2020
Master of Industrial and Organizational Psychology -
Universidad Latina de Costa Rica
Technical Certificate in Human Talent Management -
Universidad de Costa Rica
Bachelor of Clinical Psychology -
Universidad Latina de Costa Rica
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