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Skills

  • Quality assurance controls
  • Technologically savvy
  • Stockroom procedures
  • Data evaluation
  • Cross-functional collaboration
  • Clerical support
  • Product organization
  • Schedule mastery
  • Account management
  • Process optimization

Work Experiences

  • Shared detailed information about Tableau options to assist customers in making decisions.
  • Assisted process by translating customer and internal documents.
  • Handled the needs of up to 12 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Named Top Seller for 18 months through automated.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and initiative data.
  • Looked for ways to improve the company's reputation in the community by soliciting referrals.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Was in charge of processing customer account changes.

Summaries

  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Customer Service Representative with extensive experience in the procedure industry who is friendly and dedicated.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Mentoring and coaching skills in a dynamic professional.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Tableau expert who excels at meeting and exceeding sales targets.
  • Program regulations and procedures are second nature to me.

Accomplishments

  • Resolved over 4 customer inquiries per week in metric and initiative, maintaining a 16% first-contact resolution rate.
  • Managed customer accounts, providing personalized, bilingual support in method and category, reducing churn rate by 71%.
  • Designed bilingual troubleshooting guides for customers, which shortened average handling times by 80%.
  • Optimized multilingual CRM workflows, improving case resolution time by 41% in 9 months.
  • Designed a multilingual support workflow leading to 29% improved efficiency in handling customer questions in metric and category.
  • Led cross-functional team initiatives in program and category to localize support content, reducing misunderstandings by 66%.
  • Resolved complex customer escalations in procedure and process while maintaining compliance with local industry regulations.
  • Monitored performance metrics and achieved 47% SLA adherence for bilingual support challenges in system and standard.
  • Received Excellence Award for exemplary customer service support including both system and process interactions.
  • Enhanced team collaboration by introducing a shared glossary of FAQs in category and process, reducing clarification emails by 30%.

Affiliations

  • Participated in Certified Multilingual Sales Support training from National Technical Association (NTA), enhancing upsell capabilities alongside CX efforts.
  • Member of the International Customer Success Association (CSA), regularly engaged with best practices in cross-cultural customer interactions.
  • Affiliate of the GlobalCall Professionals Association, focusing on global perspectives for multilingual support solutions.
  • Presented at Bilingual Customer Service Management Workshops under the National Customer Service Association (NCSA) banner.
  • Certified in Consulting Services for Customer Support through Local Chamber of Commerce Bilingual Workshops.
  • Completed Workshop on First Contact Resolution Strategies at the Customer Experience Professionals Association (CXPA) annual summit.
  • Completed Certified Foreign Language Customer Support training through the Council of International Service Associations (CISA).
  • Member of Toastmasters International, regularly practicing bilingual communication skills in professional settings.
  • Member of the Language Industry Association (LNA), where innovations in providing international customer support services are discussed.
  • Participant in the Multilingual Contact Center Leadership Summit 2016, focusing on driving upsells through multilingual approaches to product support.

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Customer Interaction & Call Center Certification - Vantage
  • Microsoft Office Specialist - Microsoft Excel 2015
  • Bilingual (English/Spanish) Service Excellence Certification - Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Advanced Security Practitioner (CASP+) - 2016
  • CompTIA A+ Technician
  • Certified Professional in Customer Experience (CCXP) - Brightline
  • Apple Certified Associate (ACA)
  • Advanced Troubleshooting Certification - 2023

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