![Romina Merino Mancilla](https://jobicy.com/react/themes/app/images/avatar.jpg) Romina Merino Mancilla # Back Office and Customer Service Specialist Open to offers · Member since 27 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationSantiago, ChileDesired salary600–700 USD/monthlyWork preferenceHybrid / Full Time, ContractExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a Back Office professional with more than 8 years of combined experience in data validation, quality control, document review, and customer service across financial, utilities, and telecommunications sectors. I have worked in high-volume environments where accuracy, speed, and compliance with service standards were essential. My experience includes handling claims, requests, and administrative processes while maintaining focus on SLAs, KPIs, and case resolution. I am comfortable working under pressure and managing repetitive or detail-sensitive tasks, such as manual digitization, contractual verification, and information auditing. I have used SAP Logon, SAP CRM, and Excel at an intermediate level to track, analyze, and close cases efficiently. Throughout my career, I have been recognized for my attention to detail, commitment to service quality, and ability to support teams in achieving operational goals. I also bring strong communication skills and a customer-oriented mindset. My background includes both customer-facing and back-office roles, which has helped me develop a balanced profile between service, analysis, and administrative execution. I adapt well to different workflows and business needs. I am looking for opportunities where I can contribute my experience in back office operations, data validation, and customer support, while continuing to add value through quality, organization, and problem-solving. ## Skills 9 capabilities[Attention To Detail](https://jobicy.com/talent/attention-to-detail.md)[Communication](https://jobicy.com/talent/communication.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Validation](https://jobicy.com/talent/data-validation.md)[Excel](https://jobicy.com/talent/excel.md)[KPIs](https://jobicy.com/talent/kpis.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Quality Control](https://jobicy.com/talent/quality-control.md)[SLA](https://jobicy.com/talent/sla.md) ## Tech stack & tools Working toolkit ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/wordpress/wordpress-original.svg) WordPress](https://jobicy.com/talent?tool=wordpress.md) ## Experience Career history ### Ejecutiva de Atención al Cliente · Apex (Client: SBPay) Jun 2026 – Jul 2026I provided customer service for SBPay in a fixed-term contract role, handling user inquiries and requests. I applied quality control protocols and service standards defined by the client to ensure consistent support. This role strengthened my ability to work with service processes, follow procedures, and maintain quality in customer interactions. ### Back Office · Upcom DTS (Client: CGE) Jul 2025 – Nov 2025I managed daily billing requests and complaints submitted through the Superintendence, related to CGE. I performed document review and data validation to support case resolution for electricity tariff increases during periods of high demand. I used SAP Logon, SAP CRM, internal platforms, and intermediate Excel to track information, analyze cases, and support closure. ### Back Office · Konecta (Client: CGE) Jul 2024 – Oct 2024I handled an average of 20 daily requests, applying quality control according to defined standards. I supported effective case closure through continuous follow-up and document review, helping reduce recurrence. I consistently met area KPIs and contributed to the overall performance of the team. ### Ejecutiva de Servicio al Cliente · Intelet Group (Client: Coopeuch) Feb 2024 – Apr 2024I provided phone-based customer service to Coopeuch members, managing complaints with empathy and first-contact resolution. I applied quality control protocols in each interaction to ensure a consistent service experience. This position reinforced my customer service skills and my ability to resolve issues efficiently. ### Digitadora de Patentes · Operalia S.A. Aug 2020 – Feb 2023I performed high-volume data entry and manually validated approximately 3,000 license plates per day. I carried out quality control and corrected inconsistencies not detected by the automated system. This experience strengthened my speed, accuracy, and attention to detail in repetitive operational tasks. ### Digitadora Administrativa · Ezentis S.A. Jan 2016 – Dec 2018I performed data entry and auditing of Movistar, Claro, and Entel services in the company's internal database. I prepared installation reports, identified issues, and managed complaint submissions to the relevant areas. I also verified and validated contractual and administrative information. ### Back Office · BST Quality Jan 2013 – Dec 2015I reviewed documents and validated contractual information. I also managed portability processes for Entel Empresas. This role gave me solid experience in administrative support, document control, and operational follow-up. ### Administrativa de Ventas · Widehome S.A. Jan 2013 – Dec 2013I supported the sales team with commercial assistance, information analysis, and budget preparation. I contributed to administrative and operational tasks that supported sales execution. This experience helped me develop a broader understanding of business support functions. ### Cajera Bancaria · Tempolavoro (Client: BancoEstado) Jan 2010 – Dec 2012I provided customer service and handled financial operations in a high-demand banking environment. I worked with accuracy and service standards in daily client transactions. This role built my foundation in customer attention, operational discipline, and financial service processes. ## Education Learning history ### Instituto Profesional Santo Tomás 2019 – 2019Título Profesional, Comunicación Audiovisual Digital Professional degree completed in Communication and Digital Audiovisual Production. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.