Bilingual Escalations & Customer Experience Specialist

Sara Suaza

Bilingual Escalations & Customer Experience Specialist

New York, NY ***********@*****.*** 929-***-**** Fluent in English & Spanish Professional Summary

Bilingual customer service expert with over 2 years of experience in high-volume, multicultural environments. Skilled in de-escalating complex customer issues, managing sensitive interactions with professionalism, and supporting security-focused workflows. Background includes roles in fast-paced airport hospitality, global call center operations, and event coordination. Seeking to leverage communication and crisis-handling strengths in an Escalations Specialist role with a global security organization. Key Skills

- Escalation Management & Conflict Resolution

- Fluent in Spanish & English

- Global Customer Support (Voice & Chat)

- Security & Confidentiality Awareness

- Incident Reporting & Documentation

- Crisis Communication

- Hospitality & Emotional Intelligence

- Amazon Leadership Principles: Customer Obsession Ownership Bias for Action Professional Experience

• Bilingual Customer Service Representative

Teleperformance – Medellin, Colombia 2021–2022

- Delivered support in both Spanish and English for a major international account

- Handled sensitive customer complaints and escalations via phone and live chat

- Logged and tracked incidents in CRM platforms while maintaining strict data security protocols

- Met key performance indicators for customer satisfaction and call resolution

• Waitress / Guest Services

LaGuardia Airport – New York, NY 2018–2021

- Managed high-stress customer interactions in a busy airport restaurant environment

- Regularly resolved complaints and escalated issues to managers with professionalism

- Assisted international travelers, often communicating in both English and Spanish

- Trained new staff on safety protocols and guest handling standards

• Freelance DJ & Event Organizer

Self-employed – New York, NY 2023–Present

- Managed live crowds, audio systems, and security coordination at private events

- Resolved client and guest issues calmly in high-pressure settings

- Frequently collaborated with Spanish-speaking clients, ensuring culturally aware service

• Soccer Coach / Trainer

Private Programs – NYC 2020–Present

- Led team training and discipline while resolving parent-player concerns

- Built strong communication with diverse youth and adult teams Education

John Jay College of Criminal Justice – New York, NY Pursuing Bachelor’s Degree –Criminology

Expected Graduation: 2026

Languages

- Spanish: Fluent

- English: Fluent

Certifications

- Conflict Resolution & De-escalation Techniques

- Customer Service Fundamentals

- First Aid,Safety Protocols, Food management

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