Customer Support Data Entry

Karina Zavala

Morningside, Maryland

************@*****.***

Summary

A dynamic and solutions-driven Customer Support Specialist with 6 years of proven experience delivering exceptional service across diverse industries. Adept at resolving complex customer inquiries, managing high-volume support channels and building strong client relationships to drive process fulfillment.

Technical Skills, Tools, and Communication Skills:

• Collaboration & Crossfunctional Communication, Conflict Resolution & Deescalation techniques, Prioritization and Time Management, Root Cause Analysis, Troubleshooting & Issue Resolution, Process documentation, Multilingual Support (Spanish) Tools & Platforms:

• Service Now, Salesforce Service Cloud, Google Workspace,Trello, Microsoft Project, WebEx, Microsoft Teams, Zoom, Python, Java, AWS CloudFormation, Microsoft Azure

Work Experience

Nordstrom, Inc. – Baltimore, MD

March 2025 – April 2025

Logistics Processor Fulfillment

• Receiving inventory, handling shipments, and making sure that goods are appropriately received, sorted, and delivered to their assigned locations are all part of a normal workday for a logistics processor at Nordstrom.

• Knowledge of processing procedures and attention to detail in a fast-paced stock environment.

Business Integra/Client: NASA SEWP – Greenbelt, MD

October 2023 – October 2024

Customer Service Representative Contractor

• Manage incoming calls, emails, and live chats to resolve customer inquiries regarding IT orders and solicitor questions.

• Enter / process IT orders into the government internal system.

• Document and manage our customer support tickets via our customer-tickets on ServiceNow.

• Coordinating special projects and protection assignments.

• Possess emotional and mental stability.

Renoxx Caregivers, Inc. – Lanham, MD

July 2023 – August 2023

Human Resources Specialist

• Provided HR support in regards to onboarding new employees.

• Ability to handle administrative and clerical tasks.

• Assisted in entering employment data into the computer database.

Insight/Client: Capital One - McLean, VA

August 2022 – March 2023

Video Operations Tech Support Contractor

• Assist customers with any zoom related technical help request through slack online chat channel and when walking the floors.

• Monitoring zoom dashboard for any critical issue causing the zoom pc not to work. • Assisted with proactive maintenance to test out zoom conference room to ensure that all tv display, zoom pc, Eagle Eye PTZ camera, poly speaker, poly microphone, and Crestron schedule panel are on and working as they should be.

Onsite IT Technical Services Contractor

• Assist customers with any technical help that was requested through Service Now, slack online chat channel, and while walking the floors.

• Return to office project that involved walking floors in assigned buildings to make sure our coworkers can use the monitors.

• Troubleshooting monitors to my assigned floors to track and report issues on defective monitors in google sheet.

Kelly Connect/Client: Apple Inc. – Remote, USA

October 2020 – June 2022

iOS & macOS Tier 1 Technical Support Adviser Contractor

• Answered questions to resolve technological challenges and issues through a series of troubleshooting activities in the virtual call center environment.

• Helped customers identify subscription charges, cancel subscriptions, and request refunds.

• Completed required training to stay current with corporate updates.

K12 [Stride] – Remote, USA

August 2020 – October 2020

Bilingual Enrollment Consultant Contractor

• Utilized salesforce to document, track, and verify call related data within a timeframe during, and immediately after a call.

• Build relationships with parents and legal guardians and assist them in collecting compliance documents.

• Break down all K12 public school offerings to potential customers. Community Service

Prince George’s Community College and Bowie State University

• Certified as IRS Volunteer Income Tax Preparer that provided free tax preparation to members of the community for those that made less than $53,000 for three tax seasons (Spring 2013, Spring 2014, and Spring 2015).

Education

University of Maryland, Baltimore County - Remote, USA

SWEEPS Cybersecurity Initiative March 2024 Strengthen Workforce Education for Excellence in Programming Securely

Purdue University Northwest – Remote, USA

Cybersecurity Artificial Intelligence Certificate Program

October 2024

B.S. Business Administration Banking and Finance Concentration

December 2017

Bowie State University – Bowie, MD

A.S. Business Administration May 2015

Prince George’s Community College – Largo, MD

High School Diploma May 2012

Dr. Henry A. Wise Jr, High School – Upper Marlboro, MD

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