Provided B2C support for DeWalt, Irwin, and Stanley brands via phone and digital channels. Managed escalations, claims, objections, and administrative tasks. Coached agents to improve quality standards.

Awarded Best CSR 2022 for outstanding customer service. Managed B2C support, escalations, claims, and team coaching. Strong skills in CRM, reporting, and administrative follow-up.

Handled international customer service, refunds, claims, and post-sale processes. Supported administrative control and compliance with service procedures.

Delivered bilingual service via phone, chat, and email. Managed refunds, claims, and post-sale processes using Amazon Pay and PayPal. Maintained accurate documentation.

Supported customer service for EAFIT University, conducted training, gave feedback, and assisted with reporting and quality reviews.

Provided bilingual support for EAFIT University. Led onboarding training and performance feedback for new agents. Assisted with reporting and process improvements.