Bilingual Customer Service Specialist with Digital Skills

Elizabeth Percel

Brooklyn, NY +1-929-***-**** *********@*****.*** LinkedIn

Professional Summary

Customer Service Representative with extensive experience supporting diverse clients in fast-paced call center environments. Proven track record in utilizing digital channels and multiple systems to enhance customer satisfaction and streamline policy and billing inquiries. Detail-oriented and empathetic professional adept at promoting self-service capabilities. Bilingual in English and Spanish. Core Skills

• Customer Engagement: Customer Engagement & Retention, Bilingual: English & Spanish

• Digital Marketing & Content: Social Media Management (Instagram, Pinterest, TikTok, Facebook), Content Creation & Strategy, SEO & Hashtag Research, Email Marketing (Mailchimp, Klaviyo)

• Design & Social Media Tools: Canva, Hootsuite, Meta Business Suite

• Technical Tools: Microsoft Office Suite & Google Workspace Professional Experience

Maximus 2022 - 2024

Customer Service Representative Remote

• Handled customer inquiries through multiple communication channels, boosting satisfaction while promoting digital self-service capabilities.

• Collaborated with social media and outreach teams to address online feedback, ensuring every interaction reinforced the brand's commitment to exceptional service.

• Analyzed customer interactions to provide actionable insights for marketing content adjustments, demonstrating strong problem-solv- ing and attention to detail.

Alorica Corporation 2021 - 2022

Customer Service Representative Remote

• Delivered prompt and empathetic bilingual (English & Spanish) support via chat and phone, efficiently addressing inquiries for e-commerce and retail clients.

• Documented customer interactions meticulously to provide key data for marketing trend analysis, showcasing adaptability in a fast-paced, multi-program environment.

Concentrix 2019 - 2021

Customer Service Representative Bronx, NY

• Resolved inquiries and complaints while maintaining brand tone and voice.

• Assisted marketing team with customer data reports for improved social targeting. Education

Monroe College

Bachelor of Business Administration, Social Media Management Minor Monroe College

Associate of Applied Science, Business Administration - Marketing Management Freelance Social Media Marketing Projects

Creator 2023 - Present

Social Studio Hub

• Created and managed branded content for creatives and entrepreneurs.

• Scheduled consistent posting and engagement on Instagram, Pinterest, and TikTok.

• Designed visually engaging content using Canva tailored to each platform's audience.

• Conducted hashtag research, performance analysis, and content repurposing.

• Grew engagement and follower count organically through trend tracking and interaction. Social Media Lead 2023 - Present

Unique NY Expressions

• Developed product launch content for Etsy and Instagram, boosting traffic by 40%.

• Managed promotional calendars and optimized listing descriptions for SEO.

• Collaborated on product photoshoots and promotional reels.

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