Carolina Shields Gomez
Olive Branch
Summary
Detail-oriented professional with over 15 years in customer support and product management. Skilled in training team members and delivering exceptional bilingual service, fostering positive relationships, and ensuring timely issue resolution to boost customer satisfaction.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Customer Service & Product Support Specialist
Terex Construction Americas
04.2010 - 01.2026
- Provided customer support for product orders inquiries, ensuring timely resolution of customer issues.
- Developed training materials and trained for new team members, enhancing onboarding efficiency and knowledge retention.
- Delivered exceptional bilingual support to customers, resolving inquiries and enhancing satisfaction.
- Managed high-volume calls, ensuring timely responses and efficient issue resolution.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Developed a deep understanding of customer service principles and customer service best practices.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- International Inside Sales Administrator Background TCA 2011-2026
Education
Bachelor of Science - Management
Cartago Community College
Cartago , Costa Rica 11-2000
Skills
- Network troubleshooting
- Remote support
- Telephone support
- Hardware troubleshooting
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Microsoft outlook
- Order processing
- Microsoft Office Suite
- Microsoft PowerPoint
- Fluent bilingualism
- Problem-solving
- [Language] translation
- Customer support
Timeline
Customer Service & Product Support Specialist
Terex Construction Americas
04.2010 - 01.2026
Bachelor of Science - Management
Cartago Community College