Carmen Karol Santamaria Martinez

• Provide customer support via phone and resolve inquiries. • Resolve customer requests by use of knowledge, FAQ database, scripts, tools, computer systems and necessary resources (including partners from inside and outside the Services Center). • Enter and audit data in software systems such as PeopleSoft • Develop and update process documentation to appropriately reflect the steps needed to perform each of the team’s processes and make sure those comply with CPS Guidelines. • Provide assistance to the Recruiting team and HR Managers within US, LATAM and Brazil regarding hiring process, system issues. • Assist candidates for Job Openings with general inquiries and system problems. • Provide assistance to the International Services Employees (ISE) regarding payroll inquiries, relocation. • Provide Assistance to active, former employees or retirees regarding benefits (health insurance plan, health coverage, 401K).

• Supported the phone team with customer service orientation to improve their service level to an 80% to meet the team’s goal. • Coordinated quality meetings with the Supervisor to report metrics and provide improvement ideas to increase the team’s monthly quality score. • Provide feedback and share best practices with the representatives to improve their skills and achieve the team’s metrics. • Demonstrated good communications skills in her phone calls giving her the opportunity to be the coach for the team to help them to improve their service. • Assisted the Supervisor as her back up managing the team with daily tasks demonstrating her leadership skills.

Receive and call customers who have their accounts past due. Offer them remedy to bring their account current in the case that they cannot make their payment. • Provided assistance in motivational trainings with her Supervisor to create engagement plans for the phone team. • Supported her team members with difficult phone calls giving them ideas based on her experience in customer care demonstrating her teamwork. • Provide first time resolutions to bring past due accounts to current status avoiding customer credit report get impacted.