Call Center Customer Service
Resume:
Diana Arias
Dadeville, MO *****
***.**********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Bilingual Virtual Receptionist
Ruby Receptionists - Remote
May 2022 to July 2023
Responsible for answering phone calls from different business including but not limited to law offices, medical centers, hospitals, clinics, etc.
Act as the first contact for these businesses and virtually coordinate appointments, deliveries and any other protocol the company had paid Ruby to help them with. Bilingual call center Supervisor
Solix - Remote
October 2020 to October 2021
• This was a temporal position due to covid.
• Provided call center performance reports and implemented procedures to enhance the reservation process.
• Monitored the standards of performance of the Call Center.
• Recommended to develop call center process and procedure.
• Identified and resolved customer issues and participated in routine communications with clients to ensure complete customer satisfaction.
• Ensured documentation and analysis of reports to enhance the operations. Leasing Agent/Office Manager
United Apartment Group - Austin, TX
July 2017 to August 2020
• Market vacancies, perform market surveys.
• Meet and greet prospective residents, show/walk through available units
• Complete traffic sheets and maintain guest card files
• Perform move-ins and move-outs, rent collection, process rental forms
• Issue legal notices, maintenance of all records and files
• Assist with monitoring curb appeal, office and common area appearance
• Administrative support, filing, answering & directing phone calls
• Errand running including the purchase of supplies, mailing at post office, etc
• Help with special projects
IELTS Test Supervisor/ Translation Project Manager Inlingua School of Languages - Austin, TX
February 2016 to June 2017
• Coordinator in charge of the organization and preparation of materials and documents required on each exam (3 test per month.)
• Responsible of keeping track of all materials utilized to perform each test.
• Oversaw employee time records and accountability.
• Assisted with potential new employees interviews.
• Linguists coordinator for different project relate to translation in more then 35 different languages.
• Responsible to assure the accurateness of each job we received each day from well known clients like Mill Brown, Texas Lottery, Latin-works, etc. in regards of translations, desk top publications and surveys.
• Provided accurate results within the time headlines to each particular job.
• Keeping a great and professional relation with clients and their requirements. Technical Support Tier 2
Harte-Hanks/HBO Now - Austin, TX
November 2014 to January 2016
• Provided exceptional Customer Service in a positive- professional manner.
• Application and software updates
• Navigation about the application.
• Questions in regards of HBO NOW programing.
Bilingual Customer Service Representative/ Administrative Assistant iMGA Home insurance - Lakeway, TX
November 2013 to October 2014
• Provided excellent customer service to all insurance agents and customers in a well professional manner.
• Duties included but not limited to: answer phone calls, take payments over the phone as well as payments.
• Assisted office manager with different projects as needed filing, copying and adjustments of invoices as well as running errands like picking and dropping mail, etc.
• Assisted with translations of different legal documents from English to Spanish. Customer Service Representative
Teleperformance-Western Union - San Jose, CA
November 2012 to October 2013
• Provided outstanding customer service for inbound customer inquiries internationally for both United States and Canada.
• Assisted customers in processing money orders, cashing funds electronically.
• Maintained a high level of security when accessing and identifying customers information. Customer Service/ Web Assistance
Sykes-Bank Of America - San Jose, CA
April 2009 to October 2012
• Provided exceptional customer service for inbound customer calls.
• Maintained a professional image and displayed clear and concise bilingual communication skills
(Spanish-English) as well as a considerable amount of patience while troubleshooting with customers over the phone to resolve their website issues and answer any questions or concerns with a high degree of product knowledge.
• Lucidly explained customers checking and savings account information, and resolved general issues pertaining to their accounts, such as: over drafting, account closures, transfer of funds between accounts, and opening additional accounts for existing customers.
• Proficient in resolution of trouble calls with the ability to consistently leave customers satisfied. Customer Care Representative
Lowes - Austin, TX
February 2006 to February 2009
• Provide benchmark customer care and support assisting in multiple aspects of company as needed.
• Assisted in front desk duties such as: answering phone inquiries, faxes, special orders, etc.
• Assisted in cashier position when needed.
Education
High school diploma or GED
Liceo Mario Quiros - Cartago, Provincia de Cartago Skills
• Fluent in both Spanish and English language. (10+ years)
• Professional experience includes 8+ years working full time in customer, technical, and administrative support roles with leadership and training responsibilities.
• Unique ability to understand and apply complex business frameworks and management tools.
• Outstanding leadership and ability to quickly assimilate new cultures and languages. (10+ years)
• Outstanding interpersonal skills, including excellent verbal/written communication abilities.
• Unparalleled customer relation skills; ability to quickly identify and resolve issues.
• Proficiency developing professional documentation such as training manuals, operational and technical procedures, business processes and communications, repeatable templates, presentation decks. (10+ years)
• Proficient working with command line applications, Microsoft and Adobe office/publishing software, Apple audio/video production software, Internet, e-mail.
• Microsoft Office (5 years)
• Installation, use, and maintenance of Mac OS X.
• Software Troubleshooting
• Property Leasing
• CRM software
• Operating Systems
• Technical Support
• Yardi
• Time management
• Spanish
• English
• Multilingual
• Office experience
• Customer service
• Home care
• Microsoft Excel
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office
• Teaching
• Google Docs
• Leadership
• Computer literacy
• Help desk
• Typing
• Social media management
• Computer Networking
• Live chat
• Administrative experience
• Remote Access Software
• Property Management
• Data entry
• Phone etiquette
• Employee evaluation
• Interpretation
• Google Suite
• Translation
• Microsoft Windows
• Troubleshooting
• E-commerce
• Supervising experience
• Microsoft Outlook
• Translation
• Bilingual
• Communication skills
• Customer support
• Windows
• Writing skills
• Computer skills
• Sales
• Call center
• Call center management
• SaaS (3 years)
• Research
• Recruiting
• Food industry
• Proofreading
• Writing skills
• Customer service
• Bilingual
• English
• Multilingual
• Spanish
• Communication skills
• Training & development
• Translation
• Sales
• Travel planning
• Negotiation
• Time management
• Administrative experience
• Computer skills
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office
• Microsoft Excel
• Google Suite
• CRM software
• Conflict management
• Help desk
• Windows
• Google Docs
• Account management
• Supervising experience
• Technical support
• Live chat
• Typing
• Leadership
• Operating systems
• Clerical experience
• E-commerce
• Human resources
• Computer networking
• HIPAA
• IT
• Presentation skills
• Banking
• Recruiting
• Project coordination
• Multi-line phone systems
• Phone etiquette
• Upselling
• Marketing
• Property management
• iOS
• Yardi
• Childcare
• Cooking
• Teaching
• Management
• Fair Housing regulations
• Social media management
Languages
• Spanish - Expert
Certifications and Licenses
Driver's License
Vitta certified
I’m ready and vitta certified
Assessments
Early childhood development — Proficient
March 2023
Knowledge of the development of children ages 0-3 and of ways to foster that development Full results: Proficient
Administrative assistant/receptionist — Proficient October 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Proficient
February 2023
Responding to customer situations with sensitivity Full results: Proficient
Protecting patient privacy — Proficient
February 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Bartending — Proficient
November 2023
Understanding, pouring, and mixing drink orders
Full results: Proficient
Work style: Reliability — Proficient
July 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Customer service — Proficient
March 2021
Identifying and resolving common customer issues
Full results: Proficient
Sales skills — Proficient
April 2022
Influencing and negotiating with customers
Full results: Proficient
Food service: Customer situations — Proficient
November 2023
Identifying and addressing customer needs in a food service setting Full results: Proficient
Office manager — Proficient
March 2023
Scheduling and budgeting
Full results: Proficient
Recruiting — Proficient
May 2022
Managing the candidate sourcing and selection process Full results: Proficient
Work style: Conscientiousness — Proficient
February 2023
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Administrative assistant/receptionist — Proficient April 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Proofreading — Proficient
May 2022
Finding and correcting errors in written texts
Full results: Proficient
Technical support: Customer situations — Proficient January 2023
Responding to technical support situations with sensitivity Full results: Proficient
Basic computer skills — Proficient
June 2022
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Verbal communication — Proficient
February 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Elementary school classroom management — Proficient March 2021
Managing behavior in elementary school classrooms
Full results: Proficient
Customer focus & orientation — Proficient
May 2021
Responding to customer situations with sensitivity Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient October 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Customer service — Proficient
March 2023
Identifying and resolving common customer issues
Full results: Proficient
Technical support — Proficient
November 2022
Performing software, hardware, and network operations Full results: Proficient
Basic computer skills — Proficient
January 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Work style: Professionalism — Proficient
October 2022
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
High school classroom management — Proficient
March 2021
Minimizing classroom disruption and engaging students Full results: Proficient
Data entry: Attention to detail — Proficient
February 2023
Maintaining data integrity by detecting errors
Full results: Proficient
Proofreading — Proficient
February 2023
Finding and correcting errors in written texts
Full results: Proficient
Data entry: Attention to detail — Proficient
April 2022
Maintaining data integrity by detecting errors
Full results: Proficient
Written communication — Proficient
October 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Recruiting — Proficient
July 2021
Managing the candidate sourcing and selection process Full results: Proficient
Work motivation — Proficient
July 2021
Level of motivation and discipline applied toward work Full results: Proficient
Call center customer service — Proficient
November 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Attention to detail — Proficient
September 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Call center customer service — Proficient
March 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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