Carolina Cancelado

Bilingual Customer Service Representative (B2+ English, C1 English according with the target group) with 4,5 years of experience in call center environments. Skilled in handling high-volume inbound/outbound calls, resolving customer inquiries, and delivering excellent customer satisfaction. Strong communication skills, problem-solving abilities, and experience meeting KPIs such as AHT, CSAT, and FCR.

See attached CV for more information.

Customer Service Representative (Bilingual) 05/2025 – 02/2026

Omega Healthcare, Bogotá

· Managed an average of 66+ daily inbound/outbound customer interactions (calls, and email) in both English and Spanish to ensure high-quality service

· Resolved customer issues efficiently, achieving high satisfaction scores (CSAT)

· Met and exceeded KPIs: AHT, FCR, QA scores

· Provided support for billing, appointment setter, and general inquiries

· Documented interactions accurately in CRM systems

· Following scripts and compliance guidelines

· Escalated complex cases following company procedures

Informatics Administration at Corporación Universitaria de Colombia IDEAS.