Senior Bilingual Contact Specialist

Summary

Resourceful call center representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Experience

(Hybrid), Interface Children and Camarillo Family Services CA, Camarillo Senior Bilingual Contact Specialist 11/2020 - Present Enhanced client satisfaction by delivering high-quality assistance in a 24/7 call center, achieving an 85%+ resolution rate Streamlined service coordination to guarantee that 95% of clients received timely and comprehensive support Facilitated seamless onboarding processes, reducing new hire training time by 20% through hands-on guidance Strengthened client engagement and achieved a 75%+ follow-up success rate, ensuring clients accessed essential services Provided bilingual support to clients in and to enhance communication effectiveness Collaborated with cross-functional teams to address client needs and resolve issues efficiently Pacific Water Conditioning CA, Oxnard

Customer Service Administrator 07/2017 - 11/2020 Resolved customer inquiries and concerns to ensure high customer satisfaction Managed office correspondence and document workflow to optimize office efficiency Handled reception duties efficiently to support overall office operations Oversaw financial transactions and reconciled accounts for accuracy Managed the generation and submission of invoices to ensure timely payments Addressed product and delivery issues to enhance customer experience and satisfaction JAG 10 Tools CA, Oxnard

Sales Manager 06/2010 - 07/2017

Led the sales team to consistently meet monthly targets and key performance indicators Achieved a 20% increase in sales through effective coaching and performance management Facilitated lead generation and secured deal closures Resulted in a 25% increase in customer retention

Cultivated enduring relationships

Conducted comprehensive competitive analyses and aligned product pricing with market trends Skills

Database Management Microsoft Office, Quality Assurance and Process Crisis Intervention, Documentation and Record Keeping Client Support, Active Listening and Empathetic Problem-Solving, Coordination, English Spanish, Customer service, Computer literacy, Time management, English, Documentation review, Bilingual, Leadership, Guest services, Microsoft word, Microsoft excel

Certificates

Customer Service Foundations, Certified Information Security Manager, Digital Marketing Certification Course Education

North Park High School

Business Technology

Carolina Sanchez

Camarillo, CA 805-***-****

********.**********@*******.***

Languages

English, Spanish

Awards

Scored 100% on monitored calls each month

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