Ana Carolina Cordero Herrera

Bilingual costumer oriented professional with experience working in fast-paced environments in the contact center industry. 
High attention to detail, with the ability to multitask and handle several contacts and channels simultaneously. Able to work 
independently and willing to help the team, with a positive attitude and a resilient and flexible mindset, eager to learn and 
embrace changing work dynamics. 
Skills 
Costumer Service 
Process Improvements
Problem Solving 
Phone, email and chat support 
Data mining 
Research and investigation
Strong communication skills – written and verbal 
MS Office Proficient – Excel, Word, Powerpoint 
Bilingual – English and Spanish

Working Experience 
June 2020 – August 2021: Amazon Costa Rica 
June 2020 – Jan 2021 – HBS – Costumer Service Associate 
• Telephone and chat support with customer to provide problem-solving solutions to their needs, concerns and 
situations. 
• Resourceful attitude to make the best use of tools, policies and procedures to resolver costumers issues. 
• Demonstrated ownership and adaptability to resolve challenging customer issues, escalating when necessary.
• System proficient – KC knowledge, quip and other tools and applications.
• Understanding of performance metrics to assist with driving business results.
Jan 2021 – June 2021 – ERC Resources Contact Center Seasonal Associate
• HR representative responsible for supporting of phone and email related contacts from Amazon employees. 
• Worked one-on-one with employees and/or HR key stakeholders, to find the solution for the customer while providing 
a world-class employee experience.
• Ticketing management system to document and track every call with high level of accuracy. 
• Worked along with quality to review and improve key metrics. 
• Handled confidential and sensitive information, policies, procedures, regulations and internal documentation 
regarding employee conditions, benefits and other key information. 
Hobbies
Scouts of Costa Rica
Leader of the teenager section called Wak of the scouts in Costa Rica.

Education 
2017 – Bachelor Degree in Business Administration, Universidad Latina de Costa Rica 
2016 – Diplomado en Artes Culinarias, Universidad Latina de Costa Rica