Alexander Guerrero
CSR
Tijuana, Baja California,BCN
Summary
Dynamic bilingual customer service representative with proven success as a CSR enhancing efficiency through document translation and conflict resolution. Skilled in upselling and active listening, I foster strong client relationships, ensuring satisfaction and repeat business. Proficient in Microsoft 365, I thrive in fast-paced environments, managing high call volumes with professionalism.
Overview
12
12
years of professional experience
Work History
Bilingual CSR
CSSI
Tijuana, Baja California, Mexico
10.2024 - 01.2025
- Maintained thorough knowledge of company policies, procedures, and offerings to confidently address questions from diverse clientele in both languages.
- Improved overall efficiency by translating company documents and communications for non-English speaking staff members.
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Managed escalated cases proficiently, using advanced negotiation skills to maintain positive relationships with clients who spoke either English or Spanish fluently.
CSR, Sales
Telvista Call Center
Tijuana, Baja California, Mexico
03.2019 - 10.2021
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
CSR
Sykes Call Center
El Salvador
02.2013 - 03.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
Routh High School
Rancho Tujunga California10-1997
Skills
- Fluent bilingualism
- Call center experience
- Data entry proficiency
- Upselling strategies
- Microsoft 365
- Google worksheet
- Bilingual native english and spanish
- 30 wpm typing speed
- Active listening
- Conflict resolution
- Time management
- Public speaking
Languages
Spanish
Advanced (C1)
English
Advanced (C1)
Timeline
Bilingual CSR
CSSI
10.2024 - 01.2025
CSR, Sales
Telvista Call Center
03.2019 - 10.2021
CSR
Sykes Call Center
02.2013 - 03.2018
High School Diploma -
Routh High School