Karina Palacios
B2B Customer Care Agent at Wing- Claim this Profile
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Spanish Native or bilingual proficiency
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English Full professional proficiency
Topline Score
Bio
Credentials
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EF SET English Certificate (C2 Proficient)
EF Standard English Test (EF SET)Aug, 2022- Nov, 2024
Experience
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Wing
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United States
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Telecommunications
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1 - 100 Employee
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B2B Customer Care Agent
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Jul 2020 - Present
Respond to customer inquiries promptly and effectively, handling inquiries over phone, email, or chat channels by using active listening, clear communication, and problem-solving skills to resolve customers concerns. Provide technical support to customers, troubleshoot and resolve any issues, in-depth technical knowledge of the company's products or services to provide accurate and effective support. Identifying and diagnosing technical issues, providing step-by-step guidance, and escalating issues to the appropriate department if necessary. Manage the customer accounts, updating customer information, and ensuring data accuracy, processing customer requests such as account changes, billing inquiries, and contract renewals. Show less
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Palacio Duhau-Park Hyatt Buenos Aires
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Argentina
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Hospitality
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100 - 200 Employee
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Fine Dining Server
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Aug 2019 - Jul 2020
Provide friendly and courteous service to create memorable moments for guests. Handle customer complaints professionally, resolve issues through diplomatic acknowledgment and commitment to service. Work with the kitchen and event staff to ensure food is served promptly and accurately. Follow safety and sanitation policies and procedures to ensure a clean and hygienic working environment. Maintain a professional appearance and demeanor at all times while interacting with guests and colleagues. Upsell menu items and services to guests to enhance their experience and increase revenue for the hotel. Assist with setup and breakdown of events as needed. Show less
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Hidden Valley Lake Association
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United States
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Non-profit Organizations
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1 - 100 Employee
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Team Lead
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Jul 2019 - Aug 2019
Lead and supervise the waitstaff team to ensure seamless service during events and banquets. Train new waitstaff members on service standards and expectations. Develop and maintain relationships with regular guests and event planners to ensure repeat business and customer satisfaction. Manage inventory levels for linens, dishes, and other necessary supplies, ensuring that they are well-stocked and in good condition for the service. Ensure that all events and banquets are staffed appropriately, delegating tasks and responsibilities as necessary. Process guest orders, handle payments, and ensure billing is accurate and complete. Uphold safety and sanitation policies and procedures to ensure a clean and hygienic working environment. Respond to customer complaints and concerns in a professional and diplomatic manner, resolving issues to the satisfaction of the customer. Show less
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Sheraton Hotels & Resorts
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United States
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Hospitality
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700 & Above Employee
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Banquet Server
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Jun 2018 - Jul 2019
Provide exceptional customer service. Work closely with the kitchen and event staff to ensure that food and beverages are served promptly and accurately. Arrange and maintain the dining area, including linens, settings, and decorations, according to the event theme and guest preferences. Follow safety and sanitation policies and procedures to maintain a clean and hygienic working environment. Upsell menu items and services to guests, maximizing revenue for the hotel. Work as part of a team to ensure efficient and seamless service during events and banquets. Respond to guest requests, concerns, and complaints in a professional and diplomatic manner. Show less
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Embajada Británica
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Colombia
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Government Administration
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1 - 100 Employee
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Front Desk Associate
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Feb 2018 - May 2019
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives. Kept reception area clean and neat to give visitors positive first impression. Schedule management, confirmed appointments, communicated with clients and updated client records. Answered central telephone system and directed calls accordingly, responded to inquiries from callers seeking information. Show less
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Hidden Valley Lake Association
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United States
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Non-profit Organizations
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1 - 100 Employee
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Team Lead
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Jan 2019 - Mar 2019
Lead and supervise the waitstaff team to ensure seamless service during events and banquets. Train new waitstaff members on service standards and expectations. Develop and maintain relationships with regular guests and event planners to ensure repeat business and customer satisfaction. Manage inventory levels for linens, dishes, and other necessary supplies, ensuring that they are well-stocked and in good condition for the service. Ensure that all events and banquets are staffed appropriately, delegating tasks and responsibilities as necessary. Process guest orders, handle payments, and ensure billing is accurate and complete. Uphold safety and sanitation policies and procedures to ensure a clean and hygienic working environment. Respond to customer complaints and concerns in a professional and diplomatic manner, resolving issues to the satisfaction of the customer. Show less
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Hilton
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United States
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Hospitality
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700 & Above Employee
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Server
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Jul 2017 - Jul 2018
Lead and supervise the waitstaff team to ensure seamless service during events and banquets. Train new waitstaff members on service standards and expectations. Develop and maintain relationships with regular guests and event planners to ensure repeat business and customer satisfaction. Manage inventory levels for linens, dishes, and other necessary supplies, ensuring that they are well-stocked and in good condition for the service. Ensure that all events and banquets are staffed appropriately, delegating tasks and responsibilities as necessary. Process guest orders, handle payments, and ensure billing is accurate and complete. Uphold safety and sanitation policies and procedures to ensure a clean and hygienic working environment. Respond to customer complaints and concerns in a professional and diplomatic manner, resolving issues to the satisfaction of the customer. Show less
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Claro Perú
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Peru
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Telecommunications
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700 & Above Employee
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Telephone Operator
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Sep 2015 - Sep 2016
Respond to customer inquiries with patience, positivity, and professionalism to establish an excellent first impression. Connect callers with the appropriate department or business, ensuring prompt and accurate service. Maintain accurate records of calls placed and received for reporting purposes. Direct incoming calls to the appropriate internal personnel and departments, routing to the best-qualified department. Obtain customer information such as name, address, payment method, and enter orders into the computer system. Provide timely, courteous, and knowledgeable responses to information requests, screen and transfer calls, and prepare official phone log correspondence. Assist with administrative tasks, such as filing and data entry, as needed. Continuously update knowledge of company products and services to provide accurate information to customers. Resolve customer complaints and concerns in a professional and diplomatic manner. Show less
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TGI Fridays
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United States
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Restaurants
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700 & Above Employee
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Server
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Jul 2015 - Sep 2015
Provide friendly and efficient service to create a positive dining experience for guests. Take customer orders accurately and enter them into the computer system. Deliver food and drinks to tables in a timely and professional manner. Check on customers regularly to ensure satisfaction and address any concerns. Manage customer bills, process payments accurately, and make change as needed. Collaborate with kitchen and bar staff to ensure efficient and accurate service. Maintain cleanliness and organization of tables and dining areas. Continuously update knowledge of menu items and specials to provide accurate information to customers. Assist with opening and closing duties, such as setting up and breaking down tables, cleaning and stocking supplies, and cashing out the register. Show less
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Education
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2014 - 2016
Universidad Peruana de Ciencias Aplicadas
Associate's degree, Language Interpretation and Translation
Community
