Bilingual Customer Service & Administrative Specialist

Ivonee Peñuñuri Baro

Phoenix, AZ 928-***-**** ******************@*****.***

Professional Summary

Bilingual (English/Spanish) Customer Service and Administrative Professional with over 10 years of experience supporting high-volume operations, customer accounts, and cross-functional coordination. Skilled in resolving customer inquiries, managing billing and account data, and delivering accurate, timely service across phone, in-person, and digital channels. Proven ability to analyze information, correct discrepancies, and maintain detailed records while providing excellent customer care. Core Skills

Customer Service & Conflict Resolution • Bilingual Communication (English/Spanish) • Account Management & Billing Support • Data Entry & Record Accuracy • Problem Solving & Research • Call Center Experience • Administrative Support • Scheduling & Coordination • Microsoft Office & Data Systems • Team Collaboration

Professional Experience

Advocates – Administrative Specialist (2025 – 2026)

• Managed customer/client records ensuring accuracy and confidentiality

• Handled communication via phone, email, and electronic systems

• Assisted with insurance verification and billing-related inquiries

• Resolved issues by researching policies and coordinating with departments

• Maintained documentation and processed reports in a timely manner Southwest Key Programs – Youth Care Worker (2022 – 2025)

• Supervised youth ensuring safety and compliance

• Maintained accurate documentation and reports

• Communicated effectively with team members and stakeholders

• Managed high-pressure situations and problem resolution Intugo – Customer Service Representative (Call Center) (2015 – 2021)

• Provided high-volume customer support via phone and digital channels

• Resolved inquiries related to accounts, billing, and services

• Updated customer data with high accuracy

• Handled escalations and ensured customer satisfaction Offshore Group – Administrative Assistant (2000 – 2015)

• Supported administrative operations in a fast-paced environment

• Managed communications, scheduling, and documentation

• Prepared reports and maintained organized records

• Coordinated between departments to complete tasks Education

High School Diploma

Certified Radio and Television Broadcaster – Secretaría de Comunicaciones y Transportes, Mexico City

Certifications

CPR Certified

Additional Information

Available for flexible schedules including weekends and holidays • Strong attention to detail • Experienced in fast-paced environments

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