Karen Malagon, Customer Service

About

Results-driven customer service professional focused on delivering exceptional support for diverse needs. Successful at managing concerns and resolving conflicts to maximize customer satisfaction. Offers strong background in customer relations. Energetic customer service professional bringing solid background in environments and exceptional attention to detail. Preserve and boost company revenue with strong sales skills and careful investigations of complaints. Manage calls effectively to maximize productivity

Experience

Nu Bank

Feb 2022 – Mar 2023

Remote

Customer excellence analyst

Search in social networks and search engines: Excellent ability to locate and track people using social media platforms and search engines. Extensive experience in applying advanced search techniques to obtain accurate and relevant results. Demonstrated ability to analyze online profiles, identify patterns of behavior and make connections between different sources of information. Fraud analysis: Expertise in detecting and analyzing fraud cases. Extensive knowledge in identifying red flags and suspicious patterns in financial transactions and activities. Ability to conduct thorough investigations, collect relevant evidence and present detailed reports of findings. KYC (Know Your Customer): In-depth experience in the field of KYC, with specialized skills in customer identity verification and legal and regulatory compliance. Ability to conduct thorough background investigations and perform risk analysis to ensure compliance with due diligence standards.

Sutherland

Jun 2019 – Jan 2022

Bogotá

Call Center Customer Service Representative - T-Mobile

Resolved customer grievances consistently, collaborating with team members to achieve creative solutions. Instilled calm in customers by managing escalations and transfers with utmost professionalism. Fielded calls per day to answer inquiries on behalf of multiple clients. Assisted customers with troubleshooting and resolving various technical issues. Managed high volume of claims calls and verified eligibility for requested and optimal solutions to diverse problems.

Teleperformance Colombia

Jan 2018 – Jan 2019

Bogotá

Customer service - Despegar.com

Extensive knowledge in the use of Global Distribution System (GDS) such as Amadeus, Sabre or Galileo, including ticket issuance and modification, handling of fares, flight routes and restrictions. Troubleshooting and managing changes to travel itineraries, providing alternative solutions and making sure clients were informed and satisfied with the modifications. In-depth knowledge of the travel and tourism industry. Strong travel planning and organization skills. Excellent communication and customer service skills.

Education

Coursera

Sep 2022 – Feb 2023

Project manager

Google activate

Dec 2020 – Jan 2021

Digital skills for professionals

Karen Malagon

Customer Service

Skills

Languages