Emmanuel Sandoval
Summary
Dynamic bilingual customer service representative with proven expertise at Integon Co. in enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in managing high-volume calls and providing accurate language translation, consistently achieving first-call resolution and fostering strong client relationships. Committed to continuous improvement and delivering exceptional support.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Representative
Integon Co.
01.2023 - Current
- Assisted customers in resolving inquiries and issues through effective communication.
- Utilized bilingual skills to enhance customer interactions and service delivery.
- Supported team initiatives by maintaining accurate records of customer interactions.
- Adapted quickly to new systems and protocols for improved service efficiency.
- Provided detailed product information to customers, ensuring clarity and satisfaction.
- Collaborated with colleagues to streamline processes for enhanced customer experiences.
- Engaged in continuous learning to improve service techniques and increase customer satisfaction.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Met all call quality standards and daily quotas for first-call resolution.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
Bilingual Customer Service Representative
CCSI
Tijuana BC
02.2020 - 09.2022
- Assisted customers in resolving inquiries and issues through effective communication.
- Adapted quickly to new systems and protocols for improved service efficiency.
- Engaged in continuous learning to improve service techniques and increase customer satisfaction.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Utilized bilingual skills to enhance customer interactions and service delivery.
Education
Bachelor Of Administration - Business Administration
COBACH 41
Mazatan, Chiapas Mexico07.2003
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Language translation
- Customer support
- Call center experience
Timeline
Bilingual Customer Service Representative
Integon Co.
01.2023 - Current
Bilingual Customer Service Representative
CCSI
02.2020 - 09.2022
Bachelor Of Administration - Business Administration
COBACH 41