Bilingual Customer Service & Order Management Pro

GRESLY DSOLA

Katy, TX ***** 754-***-**** ***********@*****.*** Bilingual: English / Spanish

PROFESSIONAL SUMMARY

Bilingual (English/Spanish) customer service professional with a strong record of managing customer accounts, resolving order and delivery issues, and coordinating cross-functionally with sales, technical, and supply chain teams. Experienced processing orders in SAP and building Excel-based reports to track performance and KPIs. Six years of full P&L ownership of a service-based business, including vendor negotiation, invoice management, and regulatory compliance. Known for building customer relationships that drive retention and loyalty, with a consistent record of exceeding performance targets. Bachelor's degree in Marketing and Advertising. Based in Katy, TX and available immediately. CORE COMPETENCIES

Order Management, Customer Service, SAP System (Order Processing), Excel (VLOOKUP, Pivot Tables, Reporting), Customer Complaint and Issue Resolution, Cross-Functional Coordination (Sales, Supply Chain, Technical), KPI Tracking and Reporting, Account Relationship Management and Retention, Vendor Invoice Processing, Process Improvement, Bilingual Communication

(English/Spanish), Multitasking in Fast-Paced Environments, P&L and Business Operations Management

PROFESSIONAL EXPERIENCE

Bilingual Outside Sales Representative - Cox Communications, Pensacola, FL (January 2024 - June 2026)

- Served as primary point of contact for a portfolio of small-business accounts, managing customer needs, order requests, and issue resolution to maintain a 92% customer retention/renewal rate.

- Consistently exceeded monthly performance quotas, ranking among the top performers on a 12- person team and achieving 108% of quota on average over 8 consecutive months.

- Managed a personal pipeline of 40+ active accounts in CRM, tracking order status, following up on open items, and escalating issues to ensure timely resolution.

- Conducted consultative in-person and phone communication with customers to assess needs, explain products and services, and resolve pricing or service concerns.

- Served the Hispanic small-business market in Spanish, expanding customer reach and growing account volume within an underserved segment by 18%.

- Prepared and submitted regular activity and performance reports to leadership, tracking results against monthly, quarterly, and annual targets.

Assistant Manager - Complete Apartment Care, Pensacola, FL (February 2023 - December 2023)

- Served as primary point of contact for a portfolio of client accounts, proactively resolving issues and sustaining high client retention.

- Supervised daily operations and coordinated cross-functional teams to deliver consistent service standards across multiple sites.

- Oversaw scheduling, training, and performance tracking for assigned staff. Dual Area Supervisor - Staff Pro Workforce Solutions, Pensacola, FL (April 2022 - January 2023)

- Partnered directly with client-site decision-makers to ensure staffing levels, quality standards, and service expectations were consistently met, functioning as the primary relationship and account manager.

- Recruited, onboarded, and trained personnel across two service areas, supporting a combined workforce of approximately 30 staff.

- Tracked attendance, placement, and performance data for assigned teams and reported results to leadership.

Banquet Captain - Hilton, Pensacola, FL (August 2021 - March 2022)

- Led banquet service teams for corporate and social events, training staff on service standards and client-facing professionalism to ensure high guest satisfaction. Owner and Operator (Full P&L Responsibility) - Full-Service Salon, Costa Rica (2012 - 2018)

- Founded and operated a profitable service business with full P&L ownership, leading a team of approximately 20 through hiring, training, and performance management.

- Managed all vendor negotiations, invoice processing, and regulatory/licensing compliance for the business.

- Built and retained a base of 100+ repeat clients and grew monthly revenue 30% within two years through promotional campaigns, referral programs, and direct community outreach. EDUCATION

Licenciatura (Bachelor's Degree Equivalent), Marketing and Advertising Instituto Universitario de Tecnologia Venezuela (IUTV), Venezuela LICENSES AND CERTIFICATIONS

- SAP Certification

- Leadership Certification

- Conflict Management Certification

- Professional Training in Cosmetology and Esthetics (international credentials) LANGUAGES AND TECHNICAL SKILLS

Languages: Spanish (Native), English (Fluent, Professional Working Proficiency) Technology: SAP (order processing), Microsoft Excel (VLOOKUP, pivot tables), Microsoft Office Suite, CRM platforms, sales and reporting tools; fast learner of new business systems

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