Hillary Palomino

Bilingual Back Office & Customer Support Specialist with 5+ years of experience in high-volume ticketing, chat, and email support for major U.S. accounts. Experienced in technical escalations, internal team coordination, and CRMs. Proven ability to maintain accurate records and meet strict SLAs.

Back Office Representative / Specialist at Movate (2024-08 – Present)

• Collaborated directly with internal departments, including Operations and Stylists, to resolve complex customer issues, account feature glitches, and order/inventory updates.
• Tracked and resolved escalated cases handled alongside internal teams, such as warehouse or stylists, to ensure smooth workflow delivery.
• Processed data verification, order adjustments, and internal workflow follow-ups according to operational guidelines and SLA targets.

Customer Service III (Back Office & Multichannel Support) at Foundever (2020-11 – 2024-08)

• Provided chat and email support for top U.S. telecom and fintech accounts (Verizon, Cash App, Visible), managing up to 3 to 4 live chats simultaneously during peak hours. I also worked with the Risk Department, investigating and analyzing customer claims to detect potential fraud and decide on refund approvals according to security policies.
• Provided customer support and structured payment arrangements during initial collections stages through inbound and outbound calls, conducting professional negotiations and accurate case logs.
• Utilized creative problem-solving and fluent English communication to resolve complex customer inquiries while consistently meeting performance targets.

Bachiller en Educación Media – Liceo Joaquín Gutiérrez Mangel, San Rafael Arriba, Desamparados (2013 – 2018)