Melissa Maestas

Denver, CO ***** 720-***-**** ad3ebi@r.postjobfree.com

https://www.linkedin.com/in/melissa-maestas-a4b8a431/ Bilingual Customer Service Representative

Experienced and dedicated Customer Service Representative with a proven track record in performing full-performance paraprofessional work. Highly skilled in coordinating, administering, and assisting with complex and specialized call center and customer service functions, programs, and activities within dynamic business environments. Known for effectively prioritizing tasks, multitasking, and maintaining exceptional accuracy levels to achieve company objectives. Seeking a challenging position that leverages strong customer service abilities to deliver exceptional support and contribute to organizational success.

Key Skills

Exceptional Customer Support and Satisfaction Effective Communication and Problem Resolution Strong Telephone and Customer Service Skills Advanced Service Issue Resolution Efficient Management of High-Volume Call Centers Analytical and Problem-Solving abilities Streamlining processes and improving QA practices Bilingual proficiency in Spanish Administrative Assistance and Support Contract Labor Supervision Credit Analysis and Retail Operations Technical Skills

Microsoft Office Suites Word Excel Access PowerPoint Outlook Professional Experience

Remote Bilingual ISD Coordinator-SLS Order-Kinetic (Windstream)

(Contracted with Apidel Technologies)

10/2023-1/2024

•Handled inbound Vendor/Internal Agent calls on a variety of subjects for Windstream (Kinetic).

•Enriched and scheduled all vendor/internal API orders as assigned for Consumer and SMB.

•Assisted vendors from Point of Sale to Point of Install with order support.

•Explained products and services to vendors while assisting with order placement by phone.

•Processed payments and assisted vendors/internal agents with autopay set up.

•Handled credit alerts with the internal credit system as needed for all API orders.

•Assisted vendors with urgent issues and escalated tickets to technical support.

•Acquired and maintained product/service knowledge coupled with a working knowledge of telephony technology and industry updates.

DIRECTV Retailer Services, Englewood, CO 1/2015 - 01/2023 Bilingual Senior Specialist

Supported inbound calls from DIRECTV Residential, Commercial, Multi-Dwelling Unit, and SMATV dealers through the Retail Services Hotline and e-mail correspondence in the English and Spanish queues. Addressed questions regarding commissions, activated dealer showroom/demo accounts, guided dealers through web training of the Dealer Website, assisted with national promotions, and additional duties as follows:

•Dealer escalations

•Promotional crediting

•Rebate support

•Access Card fulfillment

•Cancelled point-of-sale orders, outbound call support for projects, new dealer application escalations, and Dealer Website testing

•Supplied forms required to resolve various issues regarding the Dealer Website, promotion and commissions

•Created leads and managed lead escalations

•Created and maintained Property and Sales Ops Escalations

•Responded to system operator inquiries

311 Call Center, Denver, CO 02/2006 - 01/2014

Bilingual Customer Service Agent

Handled a high volume of incoming calls, provided prompt and accurate information to callers about city services, addressed inquiries, complaints and service requests while ensuring exceptional customer satisfaction through effective communication and problem resolution.

• Managed a high-volume call center, efficiently handled back-to-back calls and internet inquiries on a daily basis, while effectively addressing customer and vendor email correspondence.

• Successfully resolved advanced service issues within a fast-paced, rapidly changing office environment, utilized well-developed telephone and customer service skills to provide effective solutions and ensure customer satisfaction.

• Recommended viable solutions for standard practices across the board to streamline the QA process by eliminating redundancies and errors with case/call quality, and CRM content.

• Provided bilingual telephone, online and customer service/support within high-volume call centers, handling back- to-back calls/internet inquiries daily, while responding to email correspondence from customers and vendors.

• Provided voice over services for public service announcements and translated interoffice correspondence before the language line was implemented

• Conducted side by sides for hands on user training

• Collaborated with cross-functional teams to achieve company objectives, leveraged a collaborative style and worked closely with management to identify business needs and determine system requirements.

• Demonstrated exceptional problem-solving skills, analyzed complex situations and implemented effective resolutions to ensure smooth operations and customer satisfaction. Education

Bachelor of Arts (B.A.) in Spanish, Liberal Arts

University of Colorado Denver, CO

Publications/Document Writing

311 Lounge.

Spanish Translations

Awards

Mayor’s Proclamation Award for Team DECC

311 Best Attendance Award

Dale Carnegie Human Relations Award

Dale Carnegie Graduate

Dean’s List Candidate

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