Customer Service Support Specialist

Ariana B Mendoza

Support Specialist

Bilingual customer Service and Support Specialist with extensive experience in financial services and client management. Proven ability to manage high-volume calls, resolve complex customer issues, and drive team performance. Fluent in English and Spanish, with a track record of exceeding customer service metrics and enhancing operational efficiency.

Professional Experience

Bilingual Service Coordinator Lowes WAH, Albuquerque, NM April 2022 - Present

Acted as a liaison for independent professional installers, managing inbound and outbound communications.

Informed customers on preparation steps for specific installations, ensuring clear communication and readiness. Coordinated the procurement of materials in response to unexpected situations, ensuring project continuity.

Scheduled and managed installation appointments, optimizing the use of installer time and resources.

Processed payment and pick requests for materials left at job sites, streamlining financial and logistical operations. Conducted follow-up calls to verify customer satisfaction with installations, addressing any issues promptly.

Resolved compensation requests, ensuring customer issues were addressed and satisfaction maintained.

Call Center Spanish·Bilingual Representative Real-Time Solutions, Albuquerque, NM February 2021• March 2022

Assisted patients with COVID-19 vaccine registration and scheduling, handling high call volumes efficiently.

Registered multiple patients in one call and scheduled vaccinations at various locations throughout New Mexico. Troubleshot issues with patients' computers and provided guidance for self-registration on the website.

Assisted with the BeWellNM project, aiding customers transitioning from Marketplace to BeWellNM. Exceeded metrics for outbound and inbound calls, recognized for excellence in customer service.

Assistant Manager/Collections Specialist Citigroup, Albuquerque, NM

November 2006 - February 2021

Promoted from Customer Service Rep to Bilingual Lead, then to Operations Assistant/Manager for Citi-Private label accounts. Managed 20 bilingual agents, approved timesheets, schedules, and attendance, and troubleshot system issues.

Conducted quality control monitors, side-by-side coaching, and implemented motivational initiatives.

Returned to collections agent role, focusing on Spanish unit credit card collections and assisting with various tasks as needed.

Achieved top performance in customer service and collections metrics.

Promotion Specialist

Snelling Employment LLC, Albuquerque, NM October 2006

Distributed and educated staff about KRAFT products during Hispanic Heritage Month at local Wal-Mart Supercenters.

Supervised and directed the production of booths, equipment, and supplies.

Academic Background

New Horizons, Albuquerque, NM

Completed courses in MSOffice Suite 2000, including Word, Excel, Access, Outlook, PowerPoint, MS Project, and. QuickBooks 2005.

Colegio Alcala De Aguascalientes

High School Diploma

References

Available upon request

Skills

Fluent in written and spoken English and Spanish Proficient in MSOffice Suite and QuickBooks Strong customer service and communication skills Experience with call center operations and metrics.

Ability to handle high-volume calls and compile customer issues financial services and collections expertise

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