Multilingual Customer Service and Guest Experience Specialist

Ana Noemi Cortes Hernandez

**** ******* ** *** *, Oshkosh, WI 54901 US • *************@*******.***

Customer service-oriented

Emphasized customer preferences.

Improved problem-solving skills.

bilingual (Spanish, English)

Proficiency in [POS System]

Customer complaint resolution

Customer service excellence

Multilingual communication

Language accuracy & precision

Call center workflow optimization

Guest engagement and personalized service

Customizing guest experiences to increase satisfaction Order accuracy in fast-paced environments

Barista and mixology skills

Multitasking during peak hours

Maintaining calm under pressure

High School - 2021

Preparatoria No. 18 UdeG - Guadalajara, Jal.

Server/Bartender Trainer - August, 2022 to Present Oshkosh, Wisconsin

Improved service delivery in [Location] establishments. Actively upsold wine and cocktail pairings.

Delivered exceptional guest experience.

Decreased wait times.

Adapted service methods.

Increased efficiency of guest services.

Ensured appropriate staffing.

Assisted staff during peak hours.

Ensured smooth workflow.

Monitored customer expectations.

Promoted wine sales.

Balanced reservations and walk-in customers.

Engaged directly with customers.

Handled special requests and dietary restrictions. Delivered a memorable guest experience.

Recommended specialty wines, drinks, and desserts. PROFESSIONAL SUMMARY

SKILLS

EDUCATION

ADDITIONAL INFORMATION

WORK HISTORY

Customer Service Agent - May, 2021 to August, 2022 Dish Network - Guadalajara, Jal.

Improved overall team efficiency.

Increased customer satisfaction by [Percentage].

Improved accessibility for non-English speaking customers. Reduced misunderstandings.

Reviewed agents’ call recordings.

Maintained transparency during critical periods.

Created tailored walkthroughs.

Optimized self-service portals.

Implemented troubleshooting guides.

Costumer Service Representative Extra Duties - March, 2019 to April, 2021

At&t prepaid - Guadalajara, Jal.

Handled sensitive customer data.

Resolved technical issues.

Utilized active listening to empathize with customers. Assisted clients with troubleshooting technical issues. Developed troubleshooting guides.

Handled customer requests.

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