Bilingual Customer Service Specialist

Johalexis Gonzalez Disla

Grand Rapids, MI US • 616-***-**** • *************@*****.***

Dedicated and bilingual Customer Service Specialist with extensive experience supporting diverse customers in both English and Spanish. Known for delivering clear, empathetic communication and effective issue resolution across fast-paced environments. Skilled in de-escalating concerns, explaining complex information in a simple way, and maintaining a positive customer experience from start to finish. A strong team collaborator who thrives in group settings, consistently contributes to a supportive work culture, and adapts quickly to new systems and processes. Highly dependable, people-oriented, and committed to providing exceptional service that strengthens customer satisfaction and loyalty.

Helping and Advising Customers

Complaint Handling

Bilingual

Employee Retention

Payroll Administration

HRIS Management

Job Analytics

HR Analytics

Call Management

Teamwork

Customer Service

Background Check

Call Center Operations

Paper Work Processing Data Entry

Problem-solving and crisis resolution

Leasing Agent - August, 2025 to Present

Continental Management - Grand Rapids, MI

Captured leads via phone, email, and social media. Boosted lease renewals by [Percentage]%.

Upsold additional property services.

Reduced move-in related questions by [Percentage]%. Enhanced team collaboration.

Customer Solutions Representative bilingual - August, 2024 to May, 2025 Fifth Third Bank - Grand Rapids, MI

Maintained [Percentage]% satisfaction consistently. Resolved over [Number] customer issues.

Reduced recurring technical support requests by [Percentage]%. Implemented a feedback collection program.

Implemented new procedures.

Developed strong working relationships with key customers. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Bilingual Secretary - March, 2024 to June, 2024

Grand Rapids Public School - Grand Rapids, MI

Scheduled bilingual training sessions for staff.

Provided real-time translation.

Managed daily office operations.

Facilitated bilingual communications.

Translated document and correspondence between two languages. HR Recruiter - July, 2022 to February, 2024

Amazon Locker - Luise - Grand Rapids, MI

Balanced staffing with business needs.

Reduced application processing time.

Launched diversity hiring initiatives.

Schedules and coordinated meeting and training to support HR operations. Organized quarterly HR training.

Successfully recruited [Number] new staff.

HR Administrator - January, 2020 to May, 2024

Y & J Dolls - Grand Rapids, Michigan

Kept organization fully compliant with legal standards for EEO and ADA. Maintained legal compliance in all interactions.

Increased employee enrollment in healthcare plans by [Percentage]%. Bilingual Customer Service Agent - May, 2019 to November, 2021 Xfinity Store by Comcast - Jersey City, NJ

Resolved escalated customer issues swiftly.

Created bilingual outreach campaigns.

Helpings customer the didn't speak English

Provide written translations of marketing materials for distribution in target market. Criminal Justice - Associate of Science - 2023

Calvin University - Grand Rapids, MI

High School - 2020

Covenant High School Grand Rapids - Grand Rapids, MI Customer service

Bilingual

EDUCATION

CERTIFICATIONS

Provided high-quality customer support in both English and Spanish, helping increase customer satisfaction scores and improving communication with diverse clients. Resolved customer issues efficiently, often turning difficult interactions into positive experiences and strengthening customer loyalty.

Consistently recognized for professionalism, patience, and clear communication in high-volume customer service environments.

Played a key role in team success by collaborating effectively, sharing knowledge, and helping new team members learn processes and tools.

Maintained high accuracy and attention to detail when handling customer requests, account updates, or troubleshooting issues.

Frequently praised by customers and supervisors for empathy, problem-solving, and a friendly, service- focused attitude.

ACCOMPLISHMENTS

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