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Pauliana S. — Mid-Level Customer Service Specialist from Jamaica

Pauliana S.

Mid-Level Customer Service Specialist

Jamaica 2-3 years
Open to offersNew to Platform
Languages
English
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About

Pauliana S. is a dedicated professional with over five years in the BPO industry, having honed her skills at Continuum, Radius Global, and itel Solutions. Her expertise encompasses customer service, collections, technical support, and soft sales. At Continuum, she adeptly managed over 80 inbound and outbound calls daily, addressing billing, service, and technical concerns for US-based clients. Her tenure at Radius Global saw her excel as a collections agent, consistently achieving and surpassing targets and earning recognition as a Top Performer/Collector for multiple months. At itel Solutions, she provided technical support and customer service, leveraging her product knowledge to troubleshoot issues and recommend solutions. Known for her strong communication and problem-solving abilities, Pauliana ensures quality customer experiences and consistently meets performance goals. Her core skills include CRM systems, de-escalation, and active listening, making her a valuable asset in any customer-focused role.

Experience

  • CUSTOMER SERVICE REPRESENTATIVE

    Continuum
    Managed over 80 daily inbound and outbound calls for US clients, addressing billing, service, and technical issues. Resolved challenging customer interactions through de-escalation techniques. Ensured high customer satisfaction and adhered to quality and attendance standards while accurately recording customer interactions and account information.

  • COLLECTIONS AGENT

    Radius Global
    Engaged customers through outbound calls to discuss outstanding balances and negotiate payment arrangements. Actively pursued collection targets and maintained empathy in communication with customers having delinquent accounts. Accurately documented customer interactions and payment details within a CRM system.

  • TECHNICAL SUPPORT | CUSTOMER SERVICE REPRESENTATIVE | SOFT SALES AGENT

    Itel Solutions
    Delivered customer service and technical support via phone and email. Addressed inquiries, complaints, and product-related feedback while troubleshooting technical issues with step-by-step guidance. Recommended products and services tailored to customer needs while maintaining comprehensive product knowledge, collaborating with team members to achieve departmental objectives.

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