Magali Cortes
Columbia
Summary
Dedicated Call Center Customer Service Representative committed to delivering courteous, prompt, and accurate support. Proven expertise in managing both outbound and inbound calls while maintaining exceptional organization and reliability. Recognized for successfully juggling multiple priorities with a positive attitude and a proactive approach to taking on additional responsibilities to achieve team objectives. Passionate about enhancing customer experiences and contributing to a collaborative work environment.
Overview
8
8
years of professional experience
Work History
Call Center Customer Service Representative
MBS Textbook Exchange
02.2026 - Current
- Resolved customer inquiries efficiently via phone and email channels.
- Collaborated with team members to streamline communication and service delivery.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Managed escalated calls, providing solutions while maintaining professionalism under pressure.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
In-Home Caregiver
Elara Caring
05.2025 - Current
- Deliver compassionate, individualized in-home care to clients with diverse medical and personal needs, supporting physical safety and emotional well-being
- Assist with activities of daily living (ADLs), including bathing, dressing, grooming, toileting, and mobility while preserving dignity and independence
- Maintain a clean, organized, and hazard-free living environment through light housekeeping and safety monitoring
- Support clients with therapeutic exercises and rehabilitation activities as directed
Customer Service Agent
Socket Telecom
03.2024 - 04.2025
- Managed 60-90+ inbound and outbound calls daily, assisting customers with internet sales, billing inquiries, service disruptions, and account concerns
- Resolved issues efficiently by following scripts, policies, and troubleshooting procedures while meeting QA, AHT, and productivity metrics
- De-escalated high-stress or irate customer interactions professionally, maintaining a calm and solution-focused approach
- Documented all customer interactions accurately in CRM systems to ensure proper follow-up and compliance
- Collaborated with internal teams to resolve complex service and billing issues
Front Desk Agent
Hampton Inn
06.2023 - 03.2024
- Provided exceptional guest service by greeting, checking in, and assisting guests throughout their stay
- Managed reservations, room assignments, check-ins, and check-outs using hotel management systems
- Addressed guest inquiries and resolved issues promptly to maintain high satisfaction scores
- Operated a multi-line phone system, directing calls and recording detailed messages
- Processed payments accurately and adhered to hotel policies and procedures
Clerical Assistant
IMKO Workforce Solutions
12.2022 - 01.2023
- Provided administrative and clerical support to the Production Supervisor and office staff
- Answered phones, managed messages, assisted visitors, and provided company information
- Maintained accurate records and supported daily office operations
- Successfully completed a temporary assignment upon contract conclusion
Front Desk Supervisor
Holiday Inn Express
04.2021 - 07.2022
- Supervised front desk operations and ensured smooth daily guest service functions
- Trained and supported new staff on POS systems, procedures, and customer service standards
- Resolved reservation discrepancies, guest complaints, and billing issues effectively
- Assisted other departments (housekeeping, laundry, breakfast) during high-volume periods
- Assigned rooms, processed payments, and ensured compliance with company policies
Night Auditor
County Inn and Suites
08.2020 - 03.2021
- Handled all night audit paperwork, audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check in's and provided information on hotel amenities, including room service.
- Completed nightly updates to rates and individual room charges by checking for discrepancies on credit card transactions.
- Ran end of the day computer functions, closed out reports and submitting them to management for review.
Call Center Representative
Integral Resources
03.2018 - 10.2018
- Make outbound calls, tried to raise funds for the democratic party by reading off a script.
Education
High School Diploma -
Normandy Technical High School
Skills
- Microsoft Office
- Telemarketing
- CRM software
- Hospitality
- Microsoft Word
- Data entry
- Phone etiquette
- POS
- Conducting sales calls
- Phone communication
- Billing Support
- Organizational skills
- First-Call Resolution
- Order entry
- Clerical experience
- Multi-line phone systems
- Customer service
- Sales
- Closing sales
- Client email correspondence
- Upselling
- Sales development management
- De-escalation
- Typing
- Cash handling
- Ticketing tools
- Communication skills
- Business development
- Leadership
- Microsoft Outlook
- Computer skills
Languages
Spanish - Expert
English - Fluent
Timeline
Call Center Customer Service Representative
MBS Textbook Exchange
02.2026 - Current
In-Home Caregiver
Elara Caring
05.2025 - Current
Customer Service Agent
Socket Telecom
03.2024 - 04.2025
Front Desk Agent
Hampton Inn
06.2023 - 03.2024
Clerical Assistant
IMKO Workforce Solutions
12.2022 - 01.2023
Front Desk Supervisor
Holiday Inn Express
04.2021 - 07.2022
Night Auditor
County Inn and Suites
08.2020 - 03.2021
Call Center Representative
Integral Resources
03.2018 - 10.2018
High School Diploma -
Normandy Technical High School