Ketlène Saintilma

Ketlène Saintilma

About

Detail

Customer Specialist Analyst | Communication Professional
Santo Domingo Province, Dominican Republic
Contact Ketlène regarding: 
work
Full-time jobs
Starting at USD6/hour
Flexible work
Starting at USD10/hour

Timeline

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Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Hhaexchange
    Coordinator
    Hhaexchange
    Jan 2025 - Feb 2026 (1 year 2 months)
    As a Coordinator at Hhaexchange, I am responsible for managing appointments and ensuring seamless customer reception, utilizing CRM tools to maintain accurate documentation and data analysis. My role involves making outbound calls to follow up with clients, providing exceptional hospitality, and managing travel arrangements to enhance customer experiences. Additionally, I ensure consistency in customer interactions and verify that all details are correct, which aligns with my experience in tourism coordination, where attention to detail and follow-up were crucial for maintaining client satisfaction and fostering strong customer relationships.
  • Samsung
    SAMSUNG UPS Coordinator
    Samsung
    Jan 2024 - Jan 2025 (1 year 1 month)
    As a SAMSUNG UPS Coordinator, I acted as a vital intermediary between the company and UPS to investigate and resolve delivery and logistics issues. I streamlined communication workflows to ensure customers received timely updates on lost or delayed shipments, enhancing overall customer satisfaction. My problem-solving skills were instrumental in identifying root causes of shipping errors, which helped prevent recurring issues and improve delivery success rates. Additionally, I utilized my experience with outbound calls to maintain constant communication with customers, providing detailed updates via phone, text, or email to keep them informed about their shipments and explain any situations thoroughly. This proactive approach not only foste
  • N
    SAMSUNG Customer Specialist Analyst
    Newtech Global (Samsung)
    Sep 2022 - Feb 2026 (3 years 6 months)
    As a SAMSUNG Customer Specialist Analyst, I manage high-level escalations, serving as the primary point of contact for dissatisfied customers to restore brand trust. I take ownership of complex cases from start to finish, providing consistent follow-ups via inbound/outbound calls, text, and email. My negotiation skills allow me to effectively offer accommodations or compensations to resolve disputes while maintaining company profitability. Additionally, I act as a positive role model and mentor for junior team members, sharing best practices for case resolution. My experience in travel management has honed my ability to keep conversations calm and constructive across multiple channels, ensuring that I deliver information with empathy, which
  • Samsung
    SAMSUNG Customer Service Representative
    Samsung
    Sep 2022 - Apr 2023 (8 months)
    As a SAMSUNG Customer Service Representative, I managed high-volume inbound calls, assisting customers with repair scheduling and status updates. • Customer Satisfaction: Maintained high CSAT scores by providing accurate, patient, and empathetic support, even in challenging situations. • Performance: Consistently exceeded performance metrics, leading to a promotion within the first year of employment. Additionally, I utilized skills related to outbound calls to enhance customer engagement and ensure follow-up on unresolved issues, which contributed to a more comprehensive service experience. I also applied data analysis techniques to identify trends in customer inquiries, allowing for improved service strategies and documentation practice
Education verified_user 0% verified
  • I
    [Insert Degree Name or Diploma]
    Institution Hadassa
    Sep 2016 - Jul 2017 (11 months)