Bilingual Customer Support & Admin Assistant

E V E L I N M A N C I L L A

407-***-**** ******************@*****.*** Orlando, FL

P R O F I L E

Bilingual Customer Service professional (Spanish/English) with 3+ years of experience in hospitality, administrative support, and high- volume customer interaction environments. Skilled in handling customer inquiries, resolving complaints efficiently, and delivering positive service experiences under pressure. Strong communication, problem-solving, and adaptability skills. Currently pursuing an Associate in Computer Programming and Analysis, with growing interest in technical support and IT customer service roles. Seeking a Customer Support

/ Help Desk / Call Center position to contribute strong interpersonal skills and reliability in a fast-paced environment. W O R K E X P E R I E N C E

HOSPITALITY / SERVER / MANAGER

Don Julio Restaurant Group

December 2022 - Present

• Delivered high-quality customer service in fast-paced hospitality environments serving diverse clientele.

• Resolved customer complaints professionally, ensuring satisfaction and retention.

• Managed orders, payments, and POS systems with accuracy and efficiency.

• Maintained clear communication with customers and team members during peak hours.

• Trained new employees in service standards and customer interaction procedures.

• Handled multiple customer requests simultaneously while maintaining service quality.

• Ensured smooth daily operations and positive guest experience. CUSTOMER SUPPORT / BILLING & ADMINISTRATIVE ASSISTANT Viajes Nuestros – Travel Agency (Online)

April 2020 - October 2022

• Provided online customer support by responding to inquiries regarding bookings, itineraries, and travel services.

• Managed customer communication through digital channels such as chat and email.

• Handled billing processes and payment records using Wave Accounting software.

• Verified customer information and ensured accurate documentation of reservations and services.

• Assisted in resolving issues related to changes, cancellations, and special customer requests.

• Maintained clear, professional communication focused on customer satisfaction and service quality. EXECUTIVE SECRETARY / ADMINISTRATIVE ASSISTANT

Ediciones La Luz (Publishing House) – Holguín, Cuba 2016 - October 2022

• Managed administrative communications, scheduling, and internal documentation.

• Assisted clients and staff with inquiries and service coordination.

• Organized records and maintained accurate documentation systems.

• Supported customer-facing communication and office operations.

• Developed strong organizational and professional communication skills. E D U C A T I O N

A.S. Computer Programming and Analysis

Valencia College 2025 - 2027 in process

Foundation Degree General Psychology

University of Holguin, Cuba 2020 - 2022

L A N G U A G E

• Spanish (Native)

• English (Professional)

S K I L L S

• Customer Support & Client Communication

• Call Handling & Issue Resolution

• Conflict Resolution & De-escalation

• Multitasking in High-Volume Environments

• Administrative Support & Scheduling

• Team Collaboration

• Problem Solving & Critical Thinking

• Basic Technical Literacy (systems & troubleshooting mindset)

• Billing & Payment Record Management (Wave Accounting)

• Digital Communication Channels (chat, email)

Contact this candidate