Karen Fernandez Ballestas
A. H. Tammsaare Tee 113 Tallinn
Summary
I am a strong, motivated person, ready to overcome everyday challenges with a big smile. My many years of experience working in customer support give me the confidence to navigate different situations efficiently, and to deliver the best possible outcome. I am a quick learner, productive, and problem-solving oriented.
Overview
14
14
years of professional experience
Work History
Operations Coordinator
Bolt
Tallinn
05.2022 - 03.2025
- Acting as a central point of contact for drivers, car fleet owners, and HUB (London) agents to provide solutions to everyday challenges via Jira (tickets), Infobip, and Slack.
- Reactivations of drivers by reviewing documents sent via Beehive, Infobip, and Jira.
- Monitoring and optimizing operational workflows to ensure that all tasks are completed on time.
- Ensuring that operations comply with TFL (Transport for London) regulations, standards, and internal policies.
- Data entry.
- Assessing the authenticity of documents sent by drivers and fleet owners, and notifying the TL when alerts for forged documents arise.
Customer Service Representative
Car Rental Gateway
Tartu
03.2021 - 02.2022
- Handling customers' requests, complaints, and inquiries via email (Zendesk), phone, Facebook, and WhatsApp.
- Guiding customers throughout their rental vehicle journey, and contacting providers when the service was, for any reason, not rendered.
- Collecting feedback from customers.
- Supervisor role to deal with charge-back clients.
Customer Service Representative
Localiza Rent a Car
Santa Marta Colombia
09.2019 - 01.2021
- Monitoring fleet availability for confirmed and on-request reservations.
- Administrative paperwork for vehicles under police detention for traffic violations.
- Mentoring new employees.
- Sales report (done daily).
Financial Advisor
Financiera Juriscoop
Santa Marta Colombia
01.2011 - 04.2014
- Conduct interviews, receive documents, evaluate, and decide on bank loans and credit card applications, per company policies.
- Anti-Money Laundering and Counter-Terrorism Financing Risk Management System - SARLAFT report.
- Conduct credit checks for each application.
- Engage with customers who are interested in investment options.
- Improve procedures through feedback on the company's operations.
Education
Diploma in Business English - English Language
Kaplan International College
Perth, Australia11-2014
Bachelor of Accounting - Accounting And Finance
University of Magdalena
Santa Marta, Colombia09-2011
Diploma in Financial Management - Financial Management
University of Magdalena
Santa Marta, Colombia12-2010
Skills
- Operational workflow optimization
- Document verification
- Data entry
- Customer relationship management
- Issue resolution
- Anti-Money Laundering
- Multitasking ability
- Customer Service Orientation
Languages
Spanish
First Language
English
Proficient (C2)
C2
Estonian
Elementary (A2)
A2
Timeline
Operations Coordinator
Bolt
05.2022 - 03.2025
Customer Service Representative
Car Rental Gateway
03.2021 - 02.2022
Customer Service Representative
Localiza Rent a Car
09.2019 - 01.2021
Financial Advisor
Financiera Juriscoop
01.2011 - 04.2014
Diploma in Business English - English Language
Kaplan International College
Bachelor of Accounting - Accounting And Finance
University of Magdalena
Diploma in Financial Management - Financial Management
University of Magdalena
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