JOSSIE AROSEΜΕΝΑ

Customer Service Specialist

Panamá, PA.

About

Highly accomplished Customer Service Specialist with over 10 years of experience excelling in fast-paced on-site and call center environments. Proven ability to efficiently manage high-volume customer interactions, resolve complex issues, and consistently achieve high satisfaction ratings while leveraging expertise in CRM systems, team collaboration, and performance metrics (KPIs). Dedicated to delivering exceptional service and contributing to operational excellence in any customer-facing role.

Work

7 Managed Services

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Customer Service Agent / Bonus Team Specialist

Panamá, Panamá, Panama

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Summary

Managed high-volume customer interactions and resolved complex account and bonus-related issues for a managed services provider, consistently meeting performance targets.

Highlights

Efficiently handled over 60 daily customer interactions, ensuring prompt and effective resolution of diverse inquiries.

Resolved complex account and bonus-related discrepancies, enhancing customer satisfaction and retention.

Maintained meticulous CRM records, improving data accuracy and streamlining customer service operations.

Consistently achieved and exceeded key performance indicators (KPIs) for response time and service quality.

Connect International

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Customer Service / Surgery Scheduler

Panamá, Panamá, Panama

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Summary

Orchestrated critical surgical and appointment scheduling for an international healthcare provider, ensuring seamless coordination and patient privacy.

Highlights

Coordinated and managed complex surgical and appointment schedules, optimizing resource allocation and patient flow.

Provided empathetic and efficient phone support to patients, addressing inquiries and facilitating smooth service delivery.

Handled highly confidential patient information with utmost discretion, maintaining strict compliance with privacy regulations.

Platinum Care Services

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Customer Service / Collections Agent

Panamá, Panamá, Panama

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Summary

Managed comprehensive inbound and outbound collections, expertly negotiating payment plans and resolving disputes to secure financial commitments.

Highlights

Successfully managed a high volume of inbound and outbound collection calls, achieving positive resolutions.

Negotiated flexible and mutually beneficial payment plans, contributing to improved debt recovery rates.

Resolved complex customer disputes professionally, maintaining positive client relationships while securing payments.

Foundever

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Customer Service Representative – Escalation Team

Panamá, Panamá, Panama

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Summary

Spearheaded the resolution of complex customer escalations for a global call center, ensuring thorough follow-up and cross-functional collaboration.

Highlights

Expertly managed and resolved a diverse range of complex customer escalations, preventing churn and restoring customer trust.

Collaborated effectively with on-site support teams to streamline issue resolution and enhance service delivery.

Implemented robust case follow-up protocols, ensuring all customer concerns were addressed to completion and satisfaction.

Education

Universidad Interamericana de Panamá

Panamá, Panamá, Panama
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Business Administration

King's School

Panamá, Panamá, Panama
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High School Diploma High School Diploma

Languages

English

Spanish

Skills

Customer Service

Customer Support, Client Relations, Service Delivery.

CRM

Salesforce, Zendesk, Customer Relationship Management.

Conflict Resolution

Dispute Resolution, Problem Solving, De-escalation.

Data Entry

Data Management, Record Keeping, Accuracy.

Team Collaboration

Teamwork, Cross-functional Collaboration, Interdepartmental Communication.

Time Management

Prioritization, Task Management, Efficiency.

Problem Solving

Issue Resolution, Critical Thinking, Troubleshooting.

Communication

Verbal Communication, Written Communication, Active Listening, Client Communication.