Karla Vanesa Felix Aguilar
Bilingual Agent
Ensenada,BC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of post-secondary education
8
8
years of professional experience
Work History
Customer Sales and Service Expert
Grupo Telvista S.A. de C.V. for Verizson
Ensenada, Baja California
07.2021 - Current
- Top ranked agent in my team for reaching 100% five star rating on customer satisfaction survey during my first two weeks of operations.
- Handled calls promptly and with courteous professionalism.
- Completed call documentation while speaking with customers.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Troubleshot sales and service operations to increase profitability and bring positive organizational change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Bilingual Interpreter
Human Quality
Villa Hidalgo, Jalisco
05.2019 - 07.2021
- Provided language translation and customer service skills to clients in different business sectors.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained message content, tone and emotion as closely as possible.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Attended training programs to improve professional knowledge and interpretation skills.
- Consulted specialized dictionaries, thesauruses and reference books to identify closest equivalents for nuanced terminology, words and phrases.
Assistant Manager
La Michoacana Ice Cream Parlor
Riverside , California
07.2015 - 05.2017
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Reduced financial discrepancies by monitoring monetary transactions, including credit card sales and deposits.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Executive Assistant
Consultores en Impuestos S.C.
Ensenada , Baja California
06.2011 - 05.2013
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
Production Assistant
MD International Inc.
Ensenada, Baja California
09.2008 - 03.2010
- Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Created reports and documents while submitting production paperwork on time.
- Reviewed activities for production team to complete tasks on time.
- Documented production information via daily system logs and discussed non-conformance issues with management.
Education
High School Diploma -
Paloma Valley
California, U.S. 08.2006 - 06.2008
No Degree - Accounting And Business Management
Instituto De Anza
Puerto Penasco, Sonora 09.2004 - 07.2005
Skills
Verbal and written communication
Timeline
Customer Sales and Service Expert
Grupo Telvista S.A. de C.V. for Verizson
07.2021 - Current
Bilingual Interpreter
Human Quality
05.2019 - 07.2021
Assistant Manager
La Michoacana Ice Cream Parlor
07.2015 - 05.2017
Executive Assistant
Consultores en Impuestos S.C.
06.2011 - 05.2013
Production Assistant
MD International Inc.
09.2008 - 03.2010
High School Diploma -
Paloma Valley
08.2006 - 06.2008
No Degree - Accounting And Business Management
Instituto De Anza
09.2004 - 07.2005
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