Martha Paulina Aguilar Frausto
Customer Service Specialist
Querétaro
Summary
Dedicated customer service professional with extensive knowledge of service delivery and a proven ability to multitask effectively in fast-paced environments. Skilled in fostering professional relationships that enhance customer satisfaction, increase profitability, and drive business results. Adept at identifying client needs and delivering tailored solutions to exceed expectations. Committed to continuous improvement and excellence in every customer interaction.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Customer Service Agent
Where and When Agents (USA)
05.2023 - Current
- Assist guests in the U.S. with making online reservations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Freelance Translator & Interpreter
Freelance – Translation and Interpretation
01.2022 - Current
- Translate documents and conduct in-person interpretation.
- Review AI-generated tasks for accuracy and clarity.
- Received positive feedback from clients for exceptional attention to detail in translated documents and interpreted conversations.
- Translated documents from English to Spanish and Spanish to English.
Customer Care
Nilfisk México
03.2023 - 07.2025
- Manage customer data, purchase orders, and invoicing.
- Coordinate shipments and handle customer inquiries.
- Advanced user of SAP ERP and Salesforce
- Increased repeat business through consistent high-quality workmanship and exceptional customer care.
- Contributed positively to the company''s reputation by upholding high standards of professionalism, work ethic, and customer care.
Communications and Content Specialist
PPG Industries
05.2019 - 03.2023
- Support internal clients (employees, managers, HR).
- Create procedures and articles for the employee portal.
- Liaise with stakeholders in the U.S., Canada, EMEA, and APAC.
- Use of ServiceNow and Workday.
- Edited and proofread materials to maintain high standards of accuracy, clarity, and readability.
- Enhanced content quality by conducting thorough research and factchecking.
Customer Service Specialist / Admin Assistant / HR Assistant
Bohn de México
04.2015 - 05.2019
- Handle purchase orders, quotes, and inventory checks.
- Coordinate with production and planning departments.
- Use of MRP systems: Epicor and QAD.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Education
Bachelor's Degree - Business Administration
Universidad Tecmilenio
01.2014 - 01.2017
High School Certificate - undefined
Tecnológico de Monterrey
01.2009 - 01.2012
Skills
SAP ERP (super user)
Customer service
Call control
Decision-making
Information verification
Salesforce
Case management
Outstanding communication skills
Team collaboration
ServiceNow & Workday
Billing inquiries
Data entry
Websites
Certification
Communicating in the Language of Leadership
Timeline
Customer Service Agent
Where and When Agents (USA)
05.2023 - Current
Customer Care
Nilfisk México
03.2023 - 07.2025
Freelance Translator & Interpreter
Freelance – Translation and Interpretation
01.2022 - Current
Communications and Content Specialist
PPG Industries
05.2019 - 03.2023
Customer Service Specialist / Admin Assistant / HR Assistant
Bohn de México
04.2015 - 05.2019
Bachelor's Degree - Business Administration
Universidad Tecmilenio
01.2014 - 01.2017
High School Certificate - undefined
Tecnológico de Monterrey
01.2009 - 01.2012
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