Karla Perez

Systems Engineering student with experience in customer service, technical support, and incident management in national and international environments. I stand out for my bilingual communication skills (Spanish and English), providing support and assistance to international clients, primarily in the United States. Committed to delivering exceptional customer experiences and contributing to the achievement of organizational goals.

CUSTOMER EXPERIENCE SPECIALIST – FINTECH PLATFORM (CHAT & VOICE) - Teleperformance Perú

(2026)

• Bilingual (Spanish and English) support for customers in the United States via chat and phone calls.
• Provide support and guidance to users of a fintech platform specializing in digital financial services.
• Resolve inquiries related to accounts, payments, transfers, transactions, cards, and security.
• Investigate and manage incidents related to financial products and transactions.
• Escalate complex cases to specialized internal teams.
• Ensure compliance with quality, productivity, and customer satisfaction metrics.
• Document interactions and solutions in the CRM system.
• Educate users on platform usage and security best practices.
• Manage multiple conversations/calls in high-demand environments.
• Work under strict confidentiality and data protection protocols.

CUSTOMER SERVICE ADVISOR - Foundever

(2024 - 2025)

• Customer service for processes including number portability, roaming, migrations, and mobile service retention.
• Effective and timely resolution of incidents and inquiries.
• Management of customers in stressful situations, ensuring a positive experience.
• Clear and professional communication in Spanish.
• Explanation of technical information in a simple and understandable manner.

IT HELP DESK SUPPORT - HITTS

(2025)

• Technical support for internal users on hardware, software, and connectivity.
• Logging, tracking, and resolving tickets in the system.
• Installation and configuration of equipment and applications.
• Remote and on-site support.
• Escalation of complex incidents to the appropriate department.

STORE ADMINISTRATOR - Palomares

(2023 - 2024)

• Cash handling, inventory management, and product control.
• Personalized customer service and resolution of inquiries and complaints.
• Store organization and ensuring an excellent shopping experience.

Systems Engineering - Systems Engineering - UNIVERSIDAD SAN MARTÍN DE PORRES (2024)

COLEGIO SAN ISIDRO