Customer Service Representative

BRIGIDA GUZMAN

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

813-***-**** ***********@*****.*** Riverview, FL Professional Overview

Customer-focused service professional with over 10 years of experience delivering exceptional customer support, adept at resolving complex inquiries, managing customer expectations, and consistently exceeding satisfaction metrics through active listening and empathetic communication. Highly focused and results-oriented in supporting complex, deadline- driven operations; able to identify goals and priorities and resolve issues in initial stages. Self-started and competent who can be trusted with even the most confidential projects. Core Qualifications

• Bilingual in English and Spanish.

• Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution.

• Possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others.

• Self-starter who will take the initiative to obtain solutions and is able to stay focused; pay attention to detail and follow established operating procedures.

• Comfortable working independently and within a team. Facility to multitask and embrace change.

• Ability to work in a statistically driven environment, measured by call quality and call productivity goals.

• Proven ability to exhibit excellent attention to detail while consistently following established procedures and processing transactions.

• Strong verbal and written skills.

• Good analytical skills and technical aptitude for using a variety of computer applications. Relevant Experience

• Assist an average of 50 customers daily, maintaining a satisfaction rating of 95% or above.

• Utilize company’s software to handle customer inquiries, reducing response time by 20%.

• Perform timely and 100% accurate data entry into software programs and create, analyze and maintain programmatic reports.

• Address client concerns over the phone, maintaining confidentiality and reporting issues to responsible parties.

• Monitor call quality and client satisfaction data to ensure customers are happy with services.

• Deliver vital information to callers via phone, web chat, and written correspondence.

• Assist callers with online healthcare applications.

• Experience working with Office of Immigration to translate between Spanish and English.

• Assist with situations that involved confidential and personal information.

• Experience working with trade names certificates, hospital linens, and hunting and fishing licenses.

• Compile, copy, sort, file and, maintain documents and records of office activities. Employers

Cust. Serv. Rep. MAXIMUS, INC, (Headquarters) Reston, VA 2019 to Present Freelance Translator Providence, Rhode Island. 2017 - 2018 Intake & Assessment Clerk Workforce Solutions of Providence/Cranston, Providence, RI 2015 – 2017 Clerk II City of Providence, Providence, RI 2014 - 2015 Education

Computerized Office Skills Training Program YMCA Training, Inc., Boston, MA HIGH SCHOOL DIPLOMA Liceo Secundario Eladio Peña de la Rosa, Sto. Dgo, Dom. Rep.