Fernanda Montserrat Silva Martínez
Student
General Escobedo
Summary
Bilingual customer service agent. Skilled in troubleshooting and problem-solving, I adeptly managed high-volume calls while fostering teamwork and collaboration.
Overview
1
1
year of professional experience
2
2
Certifications
4
4
Languages
Work History
Bilingual Customer Service Agent
Teleperformance
09.2021 - 10.2022
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Expert on bilingual support within the team, providing guidance and assistance when needed.
- Demonstrated adaptability by quickly learning new systems and technologies as they were implemented within the organization.
- Maintained comprehensive knowledge of company products and services, enabling informed recommendations to customers.
- Increased client retention by providing exceptional bilingual support.
- Identified and responded to customer requests and concerns through phone for both English and Spanish-speaking customers.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
Education
Bachelor of International Business - Business Administration
Universidad Autónoma De Nuevo León
Monterrey, Nuevo León, Mexico 05.2001 -
Bachelor in Science & Business Administration - Business Administration
City University of Seattle
Seattle, Washington, USA 05.2001 -
Skills
Call center experience
Fluent bilingualism
Customer support
Technical troubleshooting
Verbal and written communication
Problem-solving skills
Analytical thinking
Active listening
Multitasking and organization
Flexibility and adaptability
Teamwork and collaboration
Certification
Cambridge Certification
Timeline
Bilingual Customer Service Agent
Teleperformance
09.2021 - 10.2022
Cambridge Certification
12-2017
Diplôme D'etudes En Langue Française
12-2017
Bachelor of International Business - Business Administration
Universidad Autónoma De Nuevo León
05.2001 -
Bachelor in Science & Business Administration - Business Administration
City University of Seattle
05.2001 -
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