Karl H.
Junior Customer Service Executive
Open to offersNew to PlatformAbout
Karl H. is an experienced Customer Service Executive based in Lima, Surquillo, with a background in social work and customer engagement across various industries. At Prima AFP, where he worked from February 2020 to December 2024, Karl excelled in advising clients on queries, requests, and claims, achieving over 110% of set objectives since February 2021. His efforts significantly improved the Net Promoter Score (NPS) from 86% to 96% by 2023, highlighting his strong performance metrics. Previously, he served as a Protocol Coordinator at Misión Nuestra Señora del Carmen, focusing on client satisfaction and service quality. From August 2013 to July 2016, he was a Senior Service Agent at Servicios, Cobranzas e Inversiones, achieving objectives above 120% and earning an annual "Outstanding" rating in 2014. Karl has enhanced organizational processes through his proficiency in Excel and Microsoft Office, which are vital to managing client information and communication. His educational background includes specialized training in payroll assistance and sports journalism.
Experience
Customer Service Executive
Prima AFP · 2020 — 2024Provided advice to clients regarding their inquiries, requests, and complaints. Guided customers to the appropriate areas for assistance. Followed up on solutions to ensure satisfactory responses for customers. Received, categorized, and organized documents submitted by clients. Ensured quality service was delivered to customers. Adhered to established procedures and protocols within remote service channels. Continuously monitored updates and changes to the assigned product. Handled customer interactions via phone, chat, and email.Protocol Coordinator
Misión Nuestra Señora del Carmen “Parque del Recuerdo” · 2017 — 2018Advised clients on their inquiries, requests, and complaints. Directed customers to the relevant areas for assistance. Conducted follow-ups on solutions to ensure customer satisfaction. Received and organized client-submitted documentation. Guaranteed quality service for clients. Complied with established procedures and protocols in remote service channels. Supervised ongoing product updates and changes. Provided customer support via phone, chat, and email.Services Agent
Servicios, Cobranzas e Inversiones · 2013 — 2016Managed customer service through phone, chat, and email channels. Offered information and advice about available products and services. Collaborated with internal teams to ensure customer satisfaction. Updated the customer database with relevant client information. Recorded customer inquiries and their information in the system.
Skills & Expertise
Education
- Social WorkUniversidad Inca Garcilazo de la Vega · 2015 — 2016
- Sports JournalismInstituto Sistemas Perú - Arte y Ciencias de la Comunicación · 2006 — 2007
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