Bilingual Customer Service (Remote)

Dalia Diago

Saint Petersburg, FL [832-***-****] [**********@*****.***]

Bilingual (Spanish/English) customer service specialist with 15 years of experience. Background in sales and teaching have honed an unmatched ability to elicit customer needs and tailor service approaches to best suit unique situations. Exceedingly patient with demonstrated success in expanding clientele by creating extraordinary customer experiences.

Professional Experience

Self Employed Humble, TX

Wellness Advocate June 2011 - Present

●Assist clients in achieving and maintaining well-being through energy healing techniques such as aromatherapy, emotional freedom techniques, and individualized coaching, personalizing approach and treatment to best meet client needs and preferences

●Field customer requests and complaints via email and phone calls, leveraging outstanding communication skills to identify specific pain points and develop agreeable and timely solutions to maximize customer satisfaction

●Develop strategic treatment plans targeting the needs of various customer groups, growing revenue by 80% over the course of 11 years

●Tailor customer service to the individual client to facilitate an enjoyable and relaxing customer experience, resulting in 100+ positive reviews and 100% increase in customer referrals

St. Francis of Assisi School Houston, TX

Spanish Teacher August 2016 - January 2017

●Supervised classes of 15+ children aged 5 to 13 with exceptional classroom management techniques, customizing teaching approach to meet children’s development stages and associated needs

●Assisted students in navigating the challenges of learning a new language, providing encouragement, positive reinforcement, and ongoing support to build perseverance in young students

●Inspired student enthusiasm for learning Spanish by leveraging interpersonal skills and palpable passion for the language, resulting in 70% of students earning above-average grades and meeting school goals

Independent School District Houston, TX

Spanish Teacher July 2008 - June 2011

●Created and implemented detailed curriculum plans to teach beginning, intermediate, and native level Spanish, customizing lesson material and communication approach based on student comprehension

●Developed evaluations to benchmark and assess student progress, utilizing insights from examination scores to identify recurring errors and issues and adjust teaching approach accordingly

●Compiled common challenges and frequently asked questions into learning resources for students and other teaching staff, improving student performance by 70% over the course of 10 months.

Sears Hometown & Outlet Stores The Woodlands, TX

Sales Associate January 2007 - June 2008

●Sold vacuum cleaners and sewing machines by maintaining a comprehensive understanding of the technical and functional specifications of all product offerings, listening closely to client needs to provide optimal solutions

●Served customers and responded to client enquiries with patience and a friendly attitude, maintaining full compliance with sales and customer service guidelines to reflect positively on the company values

●Offered detailed and customized recommendations based on client requirements and budget parameters, contributing to an average customer satisfaction rating of 90+%

Core Competencies

Customer Service, Client Relations, Written & Verbal Communication, Phone & Email Etiquette, Computer Skills & Typing 57 WPM Time Management, Attention to Detail, Creative Problem-Solving, Teamwork, Strategic Planning

Education & Certifications

Bachelor of Fine Arts, Cecilio Acosta University

Spanish Teaching Certification, Web-Centric Alternative Certification Program - 2006

Emotional Freedom Technique Certification - Level I & II, Academia Latinoamericana de EFT 2014

Life Coaching Certification Certified Coaches Alliance Express Coaching 2011

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