Karen Jimenez

Customer service-oriented professional with experience in order management, KPI analysis, and problem-solving. Demonstrated ability to communicate effectively with internal and external clients to ensure customer satisfaction and timely issue resolution.

July 2019 - November 2023

JUNIOR CUSTOMER SERVICE MANAGER FOR KEY EXPORT AND IMPORT CLIENTS AT HAMBURG SÜD

• Management of customer service personnel.• Measurement and monitoring of internal and external KPIs (NPS) for customer satisfaction. • Monthly results presentation to clients. • Supervision of customer service policies and processes. • Monitoring of customer response quality.

February 2018- June 2019

CUSTOMER SERVICE SUPERVISOR FOR KEY EXPORT ACCOUNT AT HAMBURG SÜD

• Establishment of a specialized and multidisciplinary team focused on key clients. • Implementation of key client KPIs. • Clarification and support to the team with client complaints. • Coordination of team and assignment of responsibilities in new processes. • Strategic planning of the team to meet SLAs with key clients.

April 2015 - January 2018

CUSTOMER SERVICE REPRESENTATIVE AT HAMBURG SÜD

• Responsible for internal and external customer support, managing calls, documenting procedures, and providing information to resolve issues. • Ticket generation through CRM. • Creation of bookings and tracking of shipments for maritime export cargo. • Follow-up on requests and update of shipping dates for external clients. • Monitoring of cargo transportation and export operation.

Bachelor's Degree in International Business, IPN. 2010-2014