Natalia Guerra
Rocha
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Success Specialist
GlobeIn
08.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative
5CA
03.2019 - 08.2021
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Trained new team members on live chat procedures and customer service protocols.
Player Support Repesentative
MoGi Translations
08.2018 - 12.2018
- Kept accurate records of customer support interactions using defined methods and tools.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
Customer Service Representative
Alorica
10.2016 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Bachelor of Science - Bachelor's Degree in Information Technology
UTEC
Montevideo, Uruguay2026
Skills
- Scheduling
- Report Generation
- Account Updating
- Product Knowledge
- Insightly, Zendesk, Freshworks CRM System Proficiency
- Account Management
- Spanish Translation
- Issue Research
- Customer Education
- Special Projects
- Documentation and Reporting
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Success Specialist
GlobeIn
08.2021 - Current
Customer Service Representative
5CA
03.2019 - 08.2021
Player Support Repesentative
MoGi Translations
08.2018 - 12.2018
Customer Service Representative
Alorica
10.2016 - 10.2018
Bachelor of Science - Bachelor's Degree in Information Technology
UTEC
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