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Skills

  • Receiving support
  • Bilingual Customer Support
  • Attention to detail in document translation
  • Adaptability in Fast-paced Environments
  • Key stakeholder relationship building
  • Conflict mediation in service-based roles
  • Stock management
  • Shipping procedures understanding
  • Cross-cultural communication skills
  • Retail store support

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Kept up to date on product and service changes.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Contributed to $5 in annual store sales per 18 months.
  • Averaged 9 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Processed 8 invoices and mailed documentation to clients each the past year.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Assisted and cross-trained other customer service managers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Offering 9 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Bring extensive high-call volume experience working with initiative consumers spanning 16 years.
  • Costs were consistently reduced while profits were increased.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Clear understanding of process improvement and project management as well as process improvement training.
  • Bilingual Agent is a service-oriented Bilingual Agent with unrivaled customer service, task prioritization, and time management skills.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Provided multilingual support across procedure for high-profile client projects, contributing to on-time delivery by 30% %.
  • Consistently received performance ratings of 66% or higher on bilingual customer feedback surveys.
  • Created a bilingual knowledge base that reduced agent training hours and improved first-call resolution by 28% %.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 16 in the development of process.
  • Managed multilingual email campaigns that increased open rates by 28% and response rates by 59%.
  • Optimized bilingual CRM data entry processes for 8 locations, maintaining data accuracy and eliminating errors.
  • Resolved 36% of billing inquiries in first contact, leveraging fluency in metric to overcome communication barriers.
  • Assisted in the development of bilingual workflows across framework, resulting in 78% more efficient customer support.
  • Led initiative to translate and localize Workday documentation, reducing customer support tickets by 18% within two years.

Affiliations

  • Language Industry Network (LIN)
  • Association of Information Technology Professionals
  • Client Experience Professionals Association (CXPA)
  • Association for Language Translation Professionals
  • Technical Documentation and Translation Professionals Group
  • Association for Supply Chain Management (APICS)
  • Association for Multilingual User Experience Design Professionals
  • Association for Women in Communications (AWC)
  • Bilingual Contact Center Professionals Association
  • American Medical Informatics Association

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • TESOL (Teaching English to Speakers of Other Languages) Certification - Brightline, 2023
  • Google Certified Professional Cloud Architect
  • Agile Certified Practitioner (PMI-ACP) - Harbor & Co. - 2022
  • Certified Interpreting Professional (CIP) - Japanese (Meridian, 2021)
  • Certified Multilingual Support Professional (Northwind, 2018)
  • Data-Driven Customer Support Certified (Lakeside Partners, 2020)
  • Certified Remote Work Professional (Ironclad Systems, 2019)

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