Karol Paola Hidalgo

Administrative Assistant

freelance

Oct 2025 - Current (10 months)

• Managed daily administrative operations for e-commerce business. • Handled email inbox and calendar scheduling, ensuring timely communication and organization. • Performed basic bookkeeping, tracking expenses, payments, and financial records. • Managed and executed social media content and strategy to increase engagement. • Coordinated orders, customer inquiries, and back-end platform updates. • Improved workflow efficiency by organizing systems and processes.

Support Specialist Tier Ii

LastPass

Dec 2021 - Aug 2025 (3 years 9 months)

• Provided advanced technical support via phone, email, and chat for SaaS products. • Resolved complex customer issues with strong product knowledge. • Documented cases clearly and accurately in internal systems. • Improved customer satisfaction through timely and effective problem-solving. • Managed order tracking, status, payments, and returns. • Utilized Gmail and Google Workspace for secure information exchange and document sharing.

Resource Planner

24-7 InTouch

Aug 2021 - Dec 2021 (5 months)

• Managed intraday staffing and scheduling to meet operational KPIs. • Monitored workforce performance and adjusted staffing plans as needed. • Ensured service levels and productivity targets were achieved. • Utilized dashboards to reflect workforce performance numbers and reporting.

Enterprise Resource Planning Analyst Ii Sr Manager

Telus International

Oct 2018 - Jun 2021 (2 years 9 months)

• Maintained accurate HR and employee data in internal systems. • Resolved employee inquiries and escalations efficiently. • Improved data accuracy and response time through process optimization.

Planning And Analysis - General Analyst Iii

Telus International

Jan 2017 - Oct 2018 (1 year 10 months)

• Developed workforce schedules based on forecasts and business needs. • Analyzed trends, attrition, and volume data to optimize staffing. • Ensured compliance with client service level agreements.

Wfm Analyst Ii

Telus International

Mar 2016 - Jan 2017 (11 months)

• Monitored real-time performance and attendance metrics. • Generated reports and recommended staffing adjustments. • Communicated performance insights to leadership.

Operations Csr Iii - B

Telus International

Jul 2013 - Mar 2016 (2 years 9 months)

• Resolved customer inquiries efficiently, contributing to higher satisfaction levels. • Collaborated with team members to streamline support processes, leading to faster response times. • Mentored junior representatives, enhancing their skills and promoting operational excellence. • Tracked orders, status, payments, and returns.

Karol Paola Hidalgo

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