Grace Jimenez

Bilingual Customer Service and Sales professional with 4+ years of experience in customer-facing roles, including call center experience, technical support, back-office assistance, and in-person sales. Experienced in handling customer inquiries, troubleshooting, resolving issues, negotiating payment arrangements, providing follow-up support, and maintaining high standards of CSAT. Strong communication, organization, and interpersonal skills, with the ability to manage multiple customer needs in fast-paced environments.

CUSTOMER SERVICE at Arte Digital 506 (2025-05 – 2026-07)

Dynamic and results-driven Salesperson delivering personalized, high-quality customer service. Developed ability to identify client needs, recommend tailored solutions, and manage post-sale follow-ups to ensure long-term satisfaction and align with business objectives. Adept at turning complex customer inquiries into positive experiences through strong communication and active problem-solving.

• Successfully resolved a conflict with a frustrated client by effectively capturing their vision, converting them into a loyal, repeat customer who provided glowing feedback and generated new referral business.

CALL CENTER REPRESENTATIVE – ADT TECH SUPPORT at Valor Global (2022-10 – 2025-01)

Results-oriented Technical Support Specialist with a proven track record of delivering high-quality assistance for security systems, mobile applications, and control panels. Expert in diagnosing complex issues, streamlining troubleshooting, and providing vital back-office assistance to account representatives. Recognized for maintaining exceptional service standards while actively mentoring team members to optimize operational efficiency.

• Sustained top-performer status for consecutive months, earning an unofficial floor-support role to coach underperforming new hires, which successfully drove a significant, measurable turnaround in their key metrics.

CALL CENTER REPRESENTATIVE – T-MOBILE COLLECTIONS at Valor Global (2021-10 – 2022-10)

Customer Support & Negotiations Specialist with extensive experience managing high-volume calls regarding account balances, payment arrangements, and general inquiries. Skilled in navigating critical client scenarios while maintaining strict compliance, quality standards, and optimal handle times. Recognized for conflict resolution, professional communication, and a continuous focus on achieving positive service outcomes.

• Served as the team's designated point of contact for complex inquiries and supervisor-level escalations, directly driving a substantial increase in the team's overall CSAT scores.

High School Diploma – Liceo de Poas (2008 – 2012)