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Customer Service Bilingual

Phoenix, AZ
January 31, 2024

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Paz Mas

Phoenix, Arizona, United States 602-***-****


Talented individual skilled at completing deliverables and guiding a team to success. Self-starter with ability to work in a fast-paced and dynamic environment.

6 years in call centers

7 years in management

8 years in customer service


Bilingual Customer Service Supervisor

Consumer Cellular, Inc.

Aug 2020 - Nov 2023 (3 years 4 months)

-Improved customer service standards with proactive assessments of staff performance and coaching, motivating, and inspiring team members to achieve and exceed KPI goals.

-Empowered employees with updated resources and scripting to independently resolve problems and disputes.

-Managed 10-30 employees working from home and on site

-Increased CPH from 4.84 to 5.5

-Increased Voice of Customer Surveys from 7.5 to 8.75

-Helped 95% of employees promote to higher positions

-Brought team attendance percentage below 8%

-Monitored employees' attendance and off-phone time to meet expectations

-Reported weekly/monthly KPIs and improvement strategies to senior management using Excel.

-Organized employee files and maintained accurate documentation.

-Achived top 10 status in site based on KPIs

-Earned highest Employee Feedback survey scores in the company

-Earned highest team adherence in the company

Shift Manager

Fitness 1 Gym

Jan 2020 - Jul 2020 (7 months)

Responsible for handling reception and administration duties, including greeting guests; helping with account issues, answering phones, handling company inquiries, and selling gym memberships. Technical Support Specialist

MBSi Corp.

May 2018 - May 2019 (1 year 1 month)

Identified, investigated, and resolved users problems with phone and computer software. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software Paz Mas - page 1

programming, connectivity, function, and similar concerns. Resolving hardware & software issues or escalating issues to the Tier 2 team.

Insurance Representative

Safelite Solutions

May 2018 - Aug 2018 (4 months)

· Fielded inbound calls and provided customer service while filing FNOL insurance claims. Appointment Setter

Dreamstyle Remodeling

Sep 2017 - Apr 2018 (8 months)

· Marketing and setting appointments in behalf of sales representatives.

-Most appointments sold 3 months in a row.

Assistant Manager

Little Saigon Restaurant

May 2015 - Jan 2017 (1 year 9 months)

· Waitressing, customer service, bookkeeping, tracking inventory, creating schedules and training for new employees.


The University of Arizona Global Campus

Bachelor's degree, Information Technology

Oct 2023 - May 2027

Licenses & Certifications

Project Management: Professional Certificate - Google Certicate of Language Ability - Spanish Speaking - Emmersion Skills

ServiceNow Administration • Conflict Resolution • Constructive Feedback • Daily Operations • Computer Literacy • Quality Assurance • Attention to Detail • Data Entry • ADP Payroll • Calabrio Paz Mas - page 2

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