Bilingual Customer Service Specialist (25+ Years)
Resume:
Griselda Vicente
DM, IA *****
**********@*****.***
Profile
I’m a bilingual customer service specialist. I have over 25 years of experience in customer service in person and call centers. I worked with different systems and excelled the goals expectations when working for Wells Fargo Bank, Principal Life Insurance, and Nationwide Insurance. I provided customer service in all call centers in English and Spanish. I’m looking for better opportunities and flexible work hours.
Experience
Telligen 12/2024-Present
I started in their Maryland contract from Health and Human Services for scheduling their assessments and then moved to the Iowa Contract to help with the overflow of work. I made and received calls from Case Managers, members, or relatives to schedule their assessments. I also worked for six months helping their Admin respond to case manager’s emails, uploading and processing documents into our system and Health and Human Services. There Iowa Contract was not renewed in June 2026 and was offered to work temporarily in their commercial contract for pre-authorizations.
Principal Contact Center Service Specialist II 03/2021 - 11/2024
I was trained in different retirement plans like 401K, 403B, pensions, Employee Stock Ownership, and annuities. I took calls from participants, financial advisors, beneficiaries, and relatives to help them update personal information, get information from the employer’s retirement contract, and make changes in their account. I meet or exceed the business goal for adherence, average handle time, after call, and quality answers.
Nationwide Insurance Service Analyst 12/2013 - 03/2021
I worked for Nationwide for over 7 years in their Personal Lines Department for auto and home insurance. I took calls for members, agents and other representatives departments within the company to provide personal information on the member’s account, and update changes to their policies. I always met the handle time, adherence, after call, conformance, and participated in the engagement team. I was able to use different systems to give quotes, go over their policies and help with their life needs.
Wells Fargo Bank- Member Care Representative II 04/2006 – 10/2013
I worked in a call center for their Credit Cards. I was considered a senior phone banker with premier service experience. I provided weekly coaching and mentoring to our team member representatives and were united to reach one common goal to provide excellent service. I always meet the goal business matrix and that is why I was able to provide coaching to my teammates. I took payments, updated personal information, and provided information on how the credit card fees and terms worked.
Casey’s – Store Manager 1999-2002
I started cooking and cleaning in the kitchen and then learned the front end of the store like stocking and register. I became an assistance manager and within the same year was promoted to Store manager. I was responsible for the recruiting, training development, merchandise, customer complaints, workplace schedules, and day-to-day operation of the store.
Education
DMACC DM, IA LIBERAL ARTS ASSOCIATE
Bilingual: Spanish and English- Read, Write, and Speak
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