Gema C. Gonzalez Alcalde
Tijuana
Summary
Bilingual customer service agent specializing in resolving inquiries and enhancing client satisfaction. Known for empathy and cultural awareness, contributing to effective communication in both English and Spanish.
Dedicated collections bilingual agent with a proven track record in customer support and problem-solving. Demonstrated expertise in addressing inquiries with empathy, fostering strong relationships, and ensuring accurate documentation, ultimately enhancing customer satisfaction.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Collections Bilingual Agent
Vervent Call Center
Tijuana
11.2020 - Current
- Provided bilingual customer support, resolving inquiries and enhancing client satisfaction.
- Managed call routing and documentation in CRM systems to ensure accurate record-keeping.
- Enhanced customer satisfaction by addressing inquiries in both English and Spanish languages.
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Prepared complete and accurate work and notated accounts in requested language.
Education
High School Diploma -
Dmacc
Des Moines Ia.Social Work in City of Des Moines Ia. -
Dmacc
Des Moines Ia.Skills
- Empathy and patience
- Verbal communication
- Technical skills
- Cultural awareness
- Translation proficiency
- Fluent communication
- Customer service
- Problem-solving
- Verbal and written communication
- Customer support
- Call center experience
- Payment processing
- Customer needs assessment
- Payment collection
- Bilingual communication
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Collections Bilingual Agent
Vervent Call Center
11.2020 - Current
High School Diploma -
Dmacc
Social Work in City of Des Moines Ia. -
Dmacc