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Skills

  • SAP Experience
  • Escalation case management
  • Data collection and analysis
  • Complaint management in multilingual contexts
  • Bilingual negotiation skills
  • Customer satisfaction improvement
  • Complaint escalation process development
  • Employee performance monitoring and reviews
  • Budgeting
  • Bilingual service strategy planning

Work Experiences

  • Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT), and Quality and Voice of Customer (VOC) were among the service efficiency metrics I followed.
  • Communicated with management and worked to find solutions when customer issues became more serious.
  • Created a dual-language onboarding program.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Completed framework forms and related paperwork to assist callers in obtaining services and resolving issues.
  • Kept track of orders and, when necessary, expedited them.
  • Created a dual-language onboarding program that reduced training time for new hires by 77%, while increasing productivity within 17 months.
  • Consistently met sales targets with strong promotional and cross-selling skills.
  • Contributed to a 45% uptick in customer loyalty.
  • Identified and responded to customer requests and concerns via email, online chat, and phone for both English and procedure-speaking customers.

Summaries

  • Proactive Bilingual Customer Service Supervisor uses determination and attention to detail to produce high-quality workflow optimization work.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.
  • Solid background in Portuguese and Mandarin telephone interpretation and document translation.
  • Leader in bilingual customer service, fluent in French and German.
  • While processing large volumes of calls in busy offices, dedicated to maintaining the highest level of customer satisfaction.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Bilingual Customer Service Supervisor.
  • Excellent administrative skills, as well as a self-motivated and results-oriented attitude.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Develop strategic business partnerships and relationships.
  • Bilingual Customer Service Supervisor is a skilled Bilingual Customer Service Supervisor who provides encouragement and feedback to help employees succeed.

Accomplishments

  • Successfully led a multilingual customer support team through transition to a new CRM platform, reducing ticket escalation by 27%.
  • Wrote and translated content for online resources in framework and method, driving a 41% increase in engagement from non-English-speaking customers.
  • Collaborated with cross-functional teams to localize product documentation, improving customer comprehension and reducing support tickets.
  • Created and presented bilingual training modules that directly reduced language-related misunderstandings by 80%.
  • Designed and implemented a dual-language onboarding curriculum that reduced new hire integration time by 18 days.
  • Coached a team of 8 representatives on customer relations tactics for initiative speakers, yielding a 39% increase in Customer Lifetime Value (CLV).
  • Conducted training on the use of Microsoft Excel to handle large-scale bilingual incoming inquiries, improving accuracy and reducing repeat contacts.
  • Successfully resolved internal inconsistencies in communication styles, boosting bilingual customer retention by 35%.
  • Collaborated with product and development teams to ensure language localization was included from initial project planning stages, leading to a decrease in support calls from non-English speaking users.
  • Resolved product issue through consumer testing.

Affiliations

  • Contact Center World
  • Lions Club
  • Multilingual Communication Association
  • Project Management Institute
  • Call Center Professionals Network (CCPN)
  • Bilingual Customer Service Network
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • The International Association of Professional Translators and Interpreters (IAPTI)

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Certificate in Complaints Handling and Resolution by framework
  • Certified Kaizen Facilitator (CKF) by process
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Talent Development (CPTD) by framework
  • Customer Experience Specialist (CXS) Certification by procedure
  • Certified Bilingual Customer Service Associate (CBCSA) by method
  • CompTIA Security+
  • Certificate in Multilingual Communications by category

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