Ocala, FL *****

352-***-****

adx2li@r.postjobfree.com

EDUCATION AND

TRAINING

High School Diploma

Lakeside High School, Ashtabula,

OH

May 2006

SUMMARY

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

SKILLS

EXPERIENCE

CSR

Sitel Group Corp Ocala, FL January 2023 - April 2023 ANAID BOURDIER

• Credit Card Payment Processing

• Report Creation

• Report Generation

• Data Entry

• Multitasking and Prioritization

• Understanding Customer Needs

• Responding to Difficult

Customers

• Customer Data Confidentiality

• [40] wpm Typing Speed

• Calm and Professional Under

Pressure

• Translation and Interpretation

Services

• Spanish Fluency

• Building Customer Trust and

Loyalty

• Call Documentation

• Customer Service

• Order and Refund Processing

• Retail Sales Customer Service

• Call Center Operations

• Shipping and Receiving

Understanding

• Promotional Support

• Clerical Support

• Inbound and Outbound Calling

AB

SALES

SYKES - US Center Ocala, FL September 2022 - December 2022 BILINGUAL CSR

Sitel Ocala, FL September 2017 - May 2019

BILINGUAL CSR

Ansafone Communications Ocala, FL September 2015 - September 2017

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Answered inbound calls, chats and emails to facilitate customer service.

• Demonstrated excellent communication skills in resolving product and consumer complaints.

• Developed strong customer relationships to encourage repeat business.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Answered inbound calls, chats and emails to facilitate customer service.

• Consulted with customers to resolve service and billing issues.

• Set up and activated customer accounts.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Educated customers on special pricing opportunities and company offerings.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

• Handled translation calls with open and clear communication skills to quickly get to root of each issue.

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

• Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.

• Translated customer and internal documents to facilitate actions and resolutions.

• Consulted with customers regarding needs and addressed concerns.

• Updated databases with new and modified customer data.

• Collected deposits or payments and arranged for billing.

• Handled translation calls with open and clear communication skills to quickly get to root of each issue.

LANGUAGES

English:

Professional

Spanish:

Professional

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Practiced advanced foreign-language abilities to support customers' needs.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

• Translated customer and internal documents to facilitate actions and resolutions.

• Performed needs analysis and presented options based on findings to help customers make decisions.

• Met or exceeded sales goals by consistently promoting relevant items to callers.

• Leveraged multilingual skills to review, record and organize written data from variety of sources.

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