Bilingual Customer Service Expert (Spanish-English)

Marllene Samayoa

Customer Service Expert

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

SUMMARY

Service-oriented professional with over 5 years of direct customer service experience, equipped with exceptional communication skills. Proven ability to empathize with, listen to, and find effective solutions for customers.

SKILLS & ABILITIES

Fully bilingual with proficiency in English and Spanish. Have acquired Research Skills, Customer Service, Problem Resolution, Multi-tasking, Data Entry (40 wpm), Interpersonal Skills, Computer Literate, Organization Skills, Good Communicator, both written and spoken. Flexibility in learning new procedures and new software navigation. Have met and exceeded quality metrics working in Call Centre environments.

EXPERIENCE

Alorica, Guatemala – (502-****-****

Bilingual Customer Service Representative

Temporary Contract

Talked to customers over the phone to resolve their questions and concerns. Handling an average of 70 calls per day.

Collaborated with cross-functional teams to resolve complex customer complaints, ensuring prompt resolution.

Kept records of customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Checked to ensure that appropriate changes were made to resolve customers' problems.

Calmly attempted to resolve and de-escalate any issues.

Escalated calls to supervisor, when necessary, and appropriate.

Responded to requests for assistance processing of credit card authorizations.

Reviewed insurance policy terms to determine whether a particular loss is covered by insurance.

Received numerous five-star ratings from customers.

Alta Resources, USA - 877-***-****

Customer Service Representative

Handled a large amount of inbound customer calls with professionalism and efficiency. Placed outbound calls as deemed necessary for follow up and verification.

Maintained customer accounts accurately by verifying and updating account information into a company data base.

Met personal and team targets, as well as call handling quotas.

Proficient use of customer service software reducing call handle time 30%.

Received recognition for having achieved highest metrics in problem resolution by leading in the highest percentage of the team when resolving issues on the first contact translating in an elevated percentage of client satisfaction.

TELUS International, Guatemala - (502-****-****

Customer Service Representative

Demonstrated computer literacy, proficiently navigating multiple systems and applications for access to customer information and carried out requests as well as managed data with attention to detail.

Delivered product knowledge, applied thorough understanding of the company’s products and services to effectively assist customers and contribute in customer satisfaction.

Utilized empathy and patience when relating to customers, providing a positive interaction.

Met all quality metrics consistently.

Received exceptionally high ratings in customer satisfaction.

Assisted customers with billing inquiries, processing payments, reducing outstanding balances by 20%

EDUCATION

East Los Angeles College, Monterey, USA

General Studies

Elite Language Academy, Guatemala

English to Spanish Translation,

Spanish to English Translation

Markam Secretarial School, Guatemala

Bilingual Office Executive

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