Gadala Foad Kattan Sandoval
Resumen profesional
Bilingual Customer Experience Specialist with 9+ years of experience in international BPO and customer support environments handling voice, chat, and omnichannel customer service operations. Strong background in problem resolution, customer satisfaction, team support, and fast-paced service environments. Experienced in assisting supervisors, supporting operational workflows, and maintaining high-quality customer interactions across multiple communication channels. Skilled in multitasking, communication, and customer-focused solutions with a strong ability to adapt and perform under pressure.
Datos destacados
1
1
Certification
5
5
years of professional experience
Experiencia
Dispatch Logistics Agent – U.S. Trucking Industry
DAHRS Logistics
02.2022 - Actual
- Coordinated daily freight operations and driver dispatch for regional and long-haul loads.
- Managed load planning, route optimization, and real-time shipment tracking.
- Communicated with brokers, shippers, and drivers to ensure on-time deliveries and issue resolution.
Customer Service Agent - Chat
Startek-Xfinity Mobile
09.2020 - 12.2021
- Delivered customer support through both voice and live chat communication channels.
- Assisted customers with mobile service inquiries, technical concerns, and account management.
- Assisted supervisors with escalations, agent support, operational support and workflow coordination.
Customer Service Agent
Startek-Grubhub
03.2019 - 02.2020
- Assisted customers through voice and support channels in a high-volume customer service environment.
- Resolved customer concerns efficiently while maintaining professionalism and empathy.
- Supported floor operations by assisting agents with issue resolution and workflow guidance.
Customer service and up-sell agent
KM2 Solutions-Century Link
03.2017 - 03.2018
- Supported sales and up-selling initiatives through effective communication and customer engagement.
Formación
C2 - Expert -
EF SET English Certificate
OnlineBachelor - Networks and IT Support
Instituto Copan Galel
IT Support Certification -
Centro de Capacitación Técnica Honduras Corea
Graphic Design - undefined
Skill Share through Daniel Scott Adobe Certified Instructor
Enfatiza tus habilidades clave
Microsoft Office Suite
Google Workspace
CRM Platforms
Chat & Ticketing Systems
Basic IT Support
Graphic Design Fundamentals
Diplomas
- IT Support (Certified), Centro de Capacitación Técnica Honduras
- EF SET English Certification of C2 level
Core Competencies
CORE COMPETENCIES
- Voice & Chat Support
- Customer Satisfaction & Retention
- Problem Solving & Conflict Resolution
- Team Collaboration
- KPI-Driven Performance
- Time Management
- Fast-Paced Environment
- CRM Systems
- Leadership Support & Escalation Handling
Cronología
Dispatch Logistics Agent – U.S. Trucking Industry
DAHRS Logistics
02.2022 - Actual
Customer Service Agent - Chat
Startek-Xfinity Mobile
09.2020 - 12.2021
Customer Service Agent
Startek-Grubhub
03.2019 - 02.2020
Customer service and up-sell agent
KM2 Solutions-Century Link
03.2017 - 03.2018
Graphic Design - undefined
Skill Share through Daniel Scott Adobe Certified Instructor
C2 - Expert -
EF SET English Certificate
Bachelor - Networks and IT Support
Instituto Copan Galel
IT Support Certification -
Centro de Capacitación Técnica Honduras Corea