Sorel Mesén Picado
La Unión,Cartago
Summary
Results-driven and customer-focused professional with a proven track record in delivering exceptional service and technical support. Skilled in claims management, fraud detection, and risk mitigation, with advanced proficiency in KYC compliance and bilingual communication (English and Spanish). Adept at leveraging technology to resolve customer issues efficiently and enhance overall satisfaction. Strong analytical skills, leadership abilities, and a fast learner with a commitment to continuous improvement.
Overview
1
1
year of professional experience
Work History
Tier 1 Support Representative
Foundever
12.2024 - 02.2025
- Company Overview: SimpliSafe Account
- Technical Support: Provision of first-level technical support to customers, including troubleshooting hardware and software issues with a focus on rapid resolution and customer satisfaction
- Customer Assistance: Assistance provided to customers with product inquiries, account management, and service-related questions, ensuring a seamless customer experience
- Documentation: Maintenance of accurate and detailed records of customer interactions, solutions provided, and escalation processes
- Collaboration: Close collaboration with Tier 2 and Tier 3 support teams to escalate and resolve complex technical issues, ensuring minimal downtime for customers
- Initiative - Documentation Tool Creation: Development and implementation of a tool for streamlining note documentation, which was tested and approved by QA and account supervisors
- This initiative improved efficiency and accuracy in record-keeping, reducing errors and enhancing team productivity
- Performance Metrics: Consistent achievement or exceeding of key performance indicators (KPIs) for response time, resolution time, and customer satisfaction
Customer Service Representative III
Foundever
01.2024 - 10.2024
- Company Overview: Capital One
- Claims Management: Efficient processing and resolution of customer claims, ensuring timely and accurate solutions while maintaining high levels of customer satisfaction
- Fraud Detection and Reporting: Identification and reporting of fraudulent activities, including the preparation of detailed reports to support organizational decision-making and risk mitigation
- KYC Compliance: Thorough client verifications conducted using KYC protocols to ensure regulatory compliance and minimize risk exposure
- Risk Assessment: Evaluation of potential risks associated with claims and fraudulent activities, with the implementation of strategies to safeguard organizational integrity
- Bilingual Communication: Clear and professional communication in both English and Spanish, enhancing customer interactions and team collaboration
- Advanced Tools Proficiency: Utilization of industry-leading software such as LexisNexis for KYC verification and claims management
Education
Electronic Engineering -
Colegio Universitario De Cartago
CartagoSkills
- Leadership & Team Collaboration
- Problem-Solving & Analytical Thinking
- Customer Service Excellence
- Bilingual Communication (English & Spanish)
- Technical Troubleshooting
- Risk Assessment & Mitigation
- Proficiency in KYC Compliance Tools (LexisNexis)
- Fast Learner & Adaptability
- Time Management & Multitasking
Languages
- English, B2+ (Professional Working Proficiency)
- Spanish, Native
Timeline
Tier 1 Support Representative
Foundever
12.2024 - 02.2025
Customer Service Representative III
Foundever
01.2024 - 10.2024
Electronic Engineering -
Colegio Universitario De Cartago
Similar Profiles
Asia JohnsonAsia Johnson
Patient Billing Representative at FoundeverPatient Billing Representative at Foundever
CEDRIC LAUPENCEDRIC LAUPEN
Conseiller clientèle at FOUNDEVERConseiller clientèle at FOUNDEVER
TAWIANA MILONTAWIANA MILON
Chat & Phone Tech Support/ Customer Service Agent at FoundeverChat & Phone Tech Support/ Customer Service Agent at Foundever