● CLAUDIA GRAJEDA

● Kansas City KS *****

● 816-***-**** ad414d@r.postjobfree.com

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● QUALIFICATIONS AND SKILLS

● Bilingual – Fluent in Spanish (writing, reading and verbal communication skills)

● Supportive team player, committed and responsible

● Strong attention to detail and organization while managing multiple priorities

● Experienced in working with diverse environments and ensuring positive customer experiences

● Technical Proficiency in Microsoft Office – Word – Excel – Outlook; Technical Support and Training

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● PROFESSIONAL EXPERIENCE

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● Radius Global Solutions

Bilingual Customer Service Agent Nov 2022- Jan 2023

• Delivered top-tier customer service in a remote setting

• Successfully upsold credit card protection plans

• Leveraged persuasive communication skills

• Resolved customer queries effectively

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● Rebilt Homes LLC

● Real Estate and Credit Advisor Assistant Sept 2021 - Dec 2021

● Provided administrative support to real estate agents or brokers by utilizing my bilingual skills in translating meetings and presentations. Common duties of a real estate assistant included filing documents, greeting clients, answering the phone, responding to emails, scheduling appointments, mailing documents to clients.

● Provided support to clients in the process of credit building, credit enhancement, and credit repair by reviewing credit reports and advising and assisting in the process of how to increase credit score in order to qualify to purchase a home.

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● GA-RO Consulting LLC Jan 2021 – May 2021

● Tax Preparer Assistant

● Collected detailed information and required paperwork from clients to complete tax returns.

● Supported work of senior-level accounting and tax preparation professional to maximize office productivity.

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● Integra KV (UGA Finance) Sept 2020 – Jan 2021

● Billing Account Representative

● Monitored past-due accounts and pursued collections on outstanding invoices.

● Managed all payments processing, invoicing and collections tasks.

● Executed account updates and noted account information in company data systems.

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● JCPenney Nov 2019 – Mar 2020

● Recovery Associate

● Provided excellent customer service when greeting customers and assisting with sales.

● Helped with restocking, put backs and maintaining department fitting rooms. Offering additional support where needed in various departments.

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● Customer Service Specialist Nov 2013 – Feb 2016

● Provide customer service by greeting customers and assisting with sales. Process checkout procedures.

● Problem resolution with returned items, exchanges and locating items for online orders as well as placing online order requests.

● Promoted and advised customers on applying for a line of credit.

● Consistently assisted with restocking, put backs, and maintaining department and fitting rooms. Offering additional support where needed in various departments.

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● Spectrum Jun 2018 – Nov 2018

● Mobile Customer Service Representative

● Answered billing and technical-related questions and concerns for both English and Spanish-speaking customers.

● Assisted Spectrum mobile customers with various device and mobile phone service issues by utilizing all available diagnostic tools and resources to troubleshoot and resolve the problem.

● Accurately document customer account records based on actions taken and solutions provided.

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● Unity School of Christianity May 2010 – Mar 2018

● Bilingual Silent Unity Prayer Associate Apr 2017 – Mar 2018

● In addition to being the Lead Bilingual Customer Care Specialist, responsibilities included answering calls and inputting data for specific prayer requests while maintaining Unity teachings.

● Transferred calls to the appropriate service department, when needed.

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● Bilingual Customer Care Specialist Feb 2011 – Apr 2017

● Promoted to assist with creating training processes for the newly merged Call Center and Data Entry department.

● Worked one-on-one with the Technical Trainer and Helpdesk to create training material for new software.

● Trained on average 40-50 Customer Care Reps on how to utilize the new payment plan program.

● Managed call volume control by overseeing call queue, monitoring average handle time, transferring calls to either bilingual and/or English-speaking only reps, and stepping in to personally take calls when there was an overflow.

● Assisted customers in navigating Unity’s website and/or troubleshooting customer’s computers for potential internet, website or technical issues.

● Diffused escalated customer calls by reporting and assisting with advanced technical issues.

● Placed orders for centers and reconciled wholesale financial discrepancies by collecting and analyzing account information.

● Documented conversations and processed reconciliation and dispute reports promptly.

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● Bilingual Customer Care Representative May 2010 - Jan 2011

● Resolved customer complaints via phone, email, and mail.

● Utilized Avaya Phone System for outbound calls to customers and to verify account information.

● Answered a high volume of inbound calls in both English and Spanish regarding existing accounts in retail services as well as wholesale and retreat registrations.

● Updated and processed requested changes and/or corrections.

● Processed incoming mail by entering data into the system responded to letters regarding prayer requests and fulfilled business needs.

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● WSI (H&R Block) Jul 2008 – Jul 2009

● Bilingual Customer Service Representative

● Answered a high volume of inbound calls and provided data entry of personal information.

● Analyzed customers’ needs and conveyed reassuringly the steps to resolution ensuring customer satisfaction.

● Performed queries on multiple databases and promoted H&R Block’s brand and products.

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● USA 800 Call Center Jan 2006 – May 2007

● Bilingual Customer Service and Sales Representative -

● Answered a high volume of inbound calls and updated/maintained customer service records.

● Promoted products for various sales accounts and met sales goals.

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● EDUCATION & TRAINING

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● CPR and AED Course 2016

● Security Awareness Training 2015

● H&R Block Tax Training 2009

● Santa Barbara City College 1998

● El Puente Community High School 1997

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