Bilingual Customer Service Team Lead

Wesley Etienne, Customer Service Team Lead

Jupiter, 561-***-****, **************@*****.***,

SUMMARY Dedicated and bilingual Customer Service professional with a proven ability to manage high-volume inbound interactions and consistently exceed performance metrics. Expertise in conflict resolution, upselling, and utilizing CRM systems to enhance customer retention. Possesses strong communication and leadership skills, with experience adapting to dynamic virtual environments. Eager to leverage extensive customer service background and Spanish fluency to mentor a team and drive exceptional service standards at Progressive Leasing.

WORK EXPERIENCE

Customer Service Representative

Planet fitness customer service

Jupiter

Managed over 60 daily inbound customer interactions, addressing billing, technical, and account-related inquiries with precision and efficiency Surpassed performance metrics consistently, including customer satisfaction ratings, call resolution times, and sales conversion rates Secured additional revenue by identifying customer requirements and recommending customized products and service upgrades Resolved escalated customer concerns through effective problem-solving and de-escalation techniques, thereby enhancing overall customer retention Cultivated strong rapport with customers through active listening, empathy, and clear communication

Navigated multiple CRM systems concurrently while maintaining meticulous documentation

Adapted swiftly to new client programs, tools, and processes within a dynamic virtual environment

Customer Service Representative (Independent Contractor) Arise Virtual Solutions (Remote)

Managed over 60 daily inbound customer interactions, addressing billing, technical, and account-related inquiries with precision and efficiency Surpassed performance metrics consistently, including customer satisfaction ratings, call resolution times, and sales conversion rates Secured additional revenue by identifying customer requirements and recommending customized products and service upgrades Resolved escalated customer concerns through effective problem-solving and de-escalation techniques, thereby enhancing overall customer retention Cultivated strong rapport with customers through active listening, empathy, and clear communication

Navigated multiple CRM systems concurrently while maintaining meticulous documentation

Adapted swiftly to new client programs, tools, and processes within a dynamic virtual environment

EDUCATION

[School Name]

High School Diploma

[City, State]

Palm Beach Gardens high school

High School Diploma

Palm Beach Gardens

SKILLS CRM Systems & Data Entry Customer Service Excellence Sales & Upselling (Consultative

Selling)

Conflict Resolution & De-escalation

Strong Communication (Verbal &

Written)

Multitasking & Time Management

Problem Solving & Critical Thinking Adaptability & Fast Learning Team Collaboration & Accountability Spanish

Leadership Performance Management

Mentoring AI Tools

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