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Skills

  • Staff education and training
  • Stocking and replenishing
  • Cultural sensitivity in customer interactions
  • Delivering bilingual training materials
  • Money handling abilities
  • Strategic sales knowledge
  • Data entry
  • Key holder experience
  • International sales support
  • Sales expertise

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Increased the team's revenue by over $6 in sales.
  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Used a POS system to itemize and total the purchases of 8 customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Created and maintained a detailed database to develop promotional sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Committed to providing world-class customer service while remaining professional.
  • With extensive knowledge of client relations and proven multitasking abilities, I am well-versed in project and time management.
  • Costs were consistently reduced while profits were increased.
  • Bilingual Call Center Agent proactive with experience in providing support and resolving customer complaints.
  • Clear understanding of project management and vendor management as well as workflow optimization training.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Bilingual Call Center Agent is a multi-talented Bilingual Call Center Agent who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Effectively managed a caseload of 18 daily calls in both English and metric, successfully meeting daily service benchmarks.
  • Led cross-linguistic customer satisfaction survey analysis to identify trends, resulting in a 84% improvement in client relations.
  • Coordinated bilingual training sessions for new employees, leading to a 84% improvement in call handling efficiency.
  • Assisted in creating bilingual knowledge base resources that cut response time by 62% for non-English-speaking customers.
  • Awarded procedure for increasing retention of non-English-speaking clients by 78% through personalized service support.
  • Handled sensitive customer data following method protocols in both English and system, ensuring full compliance.
  • Trained 2 team members in bilingual call-handling processes, enhancing team response times and service consistency.
  • Utilized Workday to automate bilingual follow-up processes, reducing unsatisfied client complaints by 73%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mastered time management skills, successfully handling 16 calls per day across multiple languages without compromising service quality.

Affiliations

  • Lions Club
  • Association for Computing Machinery
  • Bilingual Job Seekers Network
  • National Foreign Language Honor Society
  • Project Management Institute
  • National Association of Call Centers
  • Association of Information Technology Professionals
  • North American Call Center Association (NACCA)
  • Translator and Interpreter Guild
  • Member of Multilingual Business Communication Group

Certifications

  • CompTIA A+ Technician
  • Technical Support Specialist Certification – HDI
  • Salesforce Administrator Certification - metric
  • Certified Multilingual Negotiation Expert – framework
  • First Call Resolution Strategy and Optimization Certification – Northwind
  • Certified Bilingual Call Center Advocate – Cedar Works
  • CompTIA Network+
  • Certified Public Accountant
  • Certified Retention Specialist in Call Centers – Brightline
  • SHRM Certified Professional (SHRM-CP)

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