Bilingual Customer Service Professional with 20+ Years' Experience

Katheryn Santos

******************@*****.*** 757-***-****

Remote Bilingual: English & Spanish

Professional Summary

Dedicated and empathetic Customer Service Professional with over 5 years of experience delivering high-quality support in fast-paced call center, financial, and administrative environments. Skilled in handling high call volumes, resolving escalated issues, and building strong client relationships. Recognized for excellent communication, problem-solving, and bilingual service (English/Spanish). Adept at using CRM systems, managing data entry, and supporting customers with account setup, billing, and service inquiries.

Core Skills

• Customer Support (Phone, Email, Chat)

• Conflict Resolution & Problem Solving

• Bilingual Communication (English/Spanish)

• Call Documentation & Data Entry (60+ WPM)

• CRM & Call Center Systems

• Team Collaboration & Client Relations

Professional Experience

Kelly Benefits Associates — Remote

Customer Service Representative June 2021 – April 2025

• Delivered customer support for health benefits and payroll inquiries, ensuring accuracy and client satisfaction.

• Assisted customers with account setup, billing questions, and portal navigation.

• Documented all interactions in CRM systems while maintaining service-level agreements.

• Resolved coverage and benefit issues by coordinating with carriers, brokers, and providers.

Cherry Bekaert — Remote

Administrative Support (Contract) Feb 2022 – April 2022

• Supported client service teams with file processing, data entry, and document management.

• Handled scanning, mailing, and reception support with accuracy and professionalism.

• Collaborated with team members to meet deadlines and ensure smooth project flow.

FinFit — Virginia Beach, VA

Bilingual Customer Service Representative Oct 2019 – April 2020

• Assisted clients with loan applications, financial tools, and account updates.

• Resolved client concerns via inbound/outbound calls and email support.

• Provided bilingual service (English/Spanish), ensuring accessibility for diverse clients.

Liberty Tax Corporate Office — Virginia Beach, VA

Customer Service Rep / Scheduler June 2015 – Oct 2019

• Handled 200+ daily calls assisting clients with tax service questions and scheduling.

• Guided customers through online systems and provided documentation support.

• Supported franchisees with back-office requests and seasonal operations.

Education

• Associate Degree – Medical Administration

• High School Diploma

• Tax Certified – 2017

• Real Estate Pre-License Course – 60-Hour Completion Certificate (Virginia)

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