Bilingual Administrative and Customer Service Specialist
Resume:
Lorena Mendez Lopez
McAllen, TX *****
******.******.****@*****.***
Professional Summary
Bilingual (English/Spanish) administrative and customer service professional with experience in financial services, operations, client relations, and office support. Skilled in managing customer accounts, handling administrative tasks, coordinating schedules, and supporting daily business operations in fast-paced environments. Strong background in communication, problem-solving, and data management. Seeking an administrative or office support role where organizational and interpersonal skills can contribute to efficiency and service excellence.
Education
Bachelor of Science in International Business
University Santo Tomas — 2016
Certifications
Licensed Real Estate Professional — Florida
Active License: 2021–2025
Professional Experience
Customer Retention Representative
Spectrum Feb 2026 – Present
● Assist customers with billing inquiries, account management, service upgrades, and retention solutions in a high-volume call center environment.
● Resolve customer concerns professionally while identifying opportunities to improve customer satisfaction and maintain client loyalty.
● Utilize communication, negotiation, and problem-solving skills to retain accounts and support company retention goals.
● Maintain accurate customer records, process account updates, and document interactions using multiple internal systems.
● Meet performance metrics related to customer satisfaction, call quality, and retention objectives.
● Provide bilingual support in English and Spanish to diverse customer populations. Account Sales Executive
World Wide Performance Group LLC May 2025 – Dec 2025
● Promoted nationwide staffing services, generating new business opportunities and expanding the company’s client portfolio.
● Prospected and secured new accounts through strategic outreach, client presentations, and workforce needs assessments.
● Scheduled and conducted meetings with Presidents and General Managers to negotiate staffing agreements and service contracts.
● Collaborated with leadership teams to develop customized staffing solutions aligned with client hiring objectives.
● Maintained strong relationships with key decision-makers to support long-term partnerships and ongoing business growth.
● Delivered professional customer service while managing multiple accounts and administrative tasks in a fast-paced environment.
● Provide bilingual support in English and Spanish to diverse customer populations. Assistant Manager
1-800-Lucky Miami, FL 2020 – 2024
● Led promotional sales initiatives that increased bar and table revenue.
● Resolved customer complaints and improved online customer satisfaction ratings by 25%.
● Managed cash and credit transactions with full accuracy and accountability.
● Supported daily operations, staff coordination, and service efficiency in a high-volume environment.
● Delivered strong customer service while handling multiple responsibilities in a fast-paced setting.
Front Desk Associate
FirstService Residential Miami, FL 2020
● Provided front desk and concierge services at a residential building, ensuring a professional and welcoming environment for residents and guests.
● Assisted residents with inquiries, service requests, deliveries, and building procedures.
● Managed visitor access and security protocols to maintain building safety and compliance standards.
● Coordinated with management and maintenance teams to resolve resident issues efficiently.
● Handled administrative tasks including logging requests, phone calls, and daily operational reports.
Relationship Manager (Progression Through Roles)
Citibank Bogotá, Colombia Mar 2012 – Jan 2019
● Progressed through multiple roles in retail banking, including teller, client service, and relationship management responsibilities.
● Managed client relationships and supported treasury operations, including cash flow monitoring and liquidity management.
● Processed and reviewed transactions ensuring compliance with banking regulations and internal policies.
● Identified client needs and provided financial solutions to support retention and portfolio growth.
● Collaborated with branch teams to improve service quality and operational efficiency.
● Recognized for excellence in customer service and consistent performance improvement.
Documentation Specialist
Logistics Supplier Group LLC Bogotá, Colombia 2011-2012
-Led weekly team reviews to address client concerns and improve service delivery for high-value B2B accounts.
-Developed and implemented Standard Operating Procedures (SOPs) for key accounts, reducing operational costs and penalties by 20%.
-Improved communication and coordination in import processes, increasing efficiency and workflow accuracy.
-Verified and managed documentation for international shipments, reducing critical errors and compliance issues.
-Supported cross-functional teams to ensure timely and accurate processing of logistics operations
Skills
● Bilingual: English & Spanish
● Administrative Support & Office Operations
● Customer Service & Client Relations
● Data Entry & Documentation
● Scheduling & Coordination
● Microsoft Office (Excel, Word, Outlook)
● CRM Systems (LexisNexis, Factiva)
● Problem Solving & Communication
● Process Improvement
● Cash Handling & Transaction Support
Contact this candidate