Juana Mitzi Borras Pulido

Bilingual Customer Service Campaign - Home Depot USA

• Provided customer support for Home Depot, assisting English and Spanish-speaking customers with various inquiries, including validating product warranties, processing gift card purchases for inconvenience, and facilitating product replacements.
• Leveraged bilingual proficiency to effectively communicate with a diverse customer base, ensuring a high level of customer satisfaction and resolution of issues in a timely manner.
• Demonstrated strong product knowledge and understanding of Home Depot's policies and procedures to efficiently address customer concerns and exceed service expectations.
• Developed strong relationships with clients through excellent customer service and regular followups.
• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Served as a representative in the B2B sector, targeting American customers in Texas, US, for NRG's electricity services campaign.
• Engaged in proactive outreach to American businesses, effectively communicating the value proposition of NRG's electricity services and persuading customers to choose NRG as their energy provider.
• Utilized bilingual proficiency to bridge communication gaps and effectively convey complex information to customers, resulting in increased customer acquisition and revenue generation for NRG.
• Increased sales and customer satisfaction through personalized servicing.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Spoke to customers in native language to increase loyalty and establish relationships.
• Increased sales revenue by consistently meeting and exceeding sales targets.
• Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
• Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.

Provided personalized customer service by addressing inquiries, concerns, and questions related to flights, accommodations, and services purchased.
Managed itinerary changes and updated personal data as needed, ensuring seamless travel experiences for customers.
Implemented cross-selling strategies by recommending additional services such as travel insurance, tours, car rentals, and extra luggage options, resulting in increased revenue and enhanced customer satisfaction.
Acted as a liaison between airline clients and hotel/vacation rental partners, facilitating smooth communication and coordination of services.
Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.

• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.

• Acted as a Travel Agent, providing personalized travel consultation services to both national and international customers (B2B and B2C), assessing their needs and offering tailored travel solutions.
• Leveraged strong relationships with airlines, hotels, and travel companies to secure the best deals and packages for customers, resulting in increased sales and customer satisfaction.
• Managed an active portfolio of corporate clients, maintaining regular communication and tracking sales to ensure client satisfaction and retention.
• Conducted post-sales follow-up to ensure seamless travel experiences, including itinerary planning, package customization, and handling of itinerary and data changes.
• Proactively engaged in cold sales and prospecting activities to expand customer base, consistently delivering exceptional service and meeting sales targets even under pressure.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Responded to customer calls and emails to answer questions about products and services.
• Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
• Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.