Michelle Flores Serritos
Customer Service Representative Bilingual
Guaymas, Sonora
Summary
Dynamic Bilingual Customer Service Representative with 2 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments and 2 years in sales and in a personal assistant position with ability to organize documents and sales and schedule calendars and agendas as well as manage an individual business. Native Spanish speaker and fluent in English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Student of Computer Science degree with specialization in software and programming.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Bilingual Customer Service Specialist
ResultsCX
Guaymas
01.2023 - 04.2023
- Utilized databases, logs and application sources to locate and verify information.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Documented customer service policies, scripts and procedures in English
- Developed a deep understanding of customer service principles and customer service best practices.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Managed timely and effective replacement of damaged or missing products.
Customer and Tech Support Representative
Nextiva
Guaymas
10.2022 - 01.2023
- Developed and maintained courteous and effective working relationships.
- Developed strong communication and organizational skills through working on group projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Learned and adapted quickly to new technology and software applications.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked flexible hours across night, weekend and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- 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.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Bilingual Customer Service Representative
Teleperformance
Hermosillo, Sonora
09.2021 - 10.2022
- Resolved concerns with products or services to help with retention and drive sales.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Updated and maintained information in customer accounts.
- Processed orders, credits and tracked returns.
- Performed support ticket transaction resolution tasks and administrative functions.
- Responded to customer calls and emails to answer questions about products and services.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Answered up to 70 calls per day in busy, fast-paced office for both English and Spanish speaking customers.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish speaking customers.
Personal Assistant to the Owner
Centenario Autoshop
Guaymas, Sonora
08.2019 - 08.2021
- Served as point of contact between clients and managerial staff.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Maintained appropriate filing of personal and professional documentation.
- Sourced and ordered office equipment and supplies.
Education
Bachelor of Science - Computer Science
09.2020 - Current
Skills
Service recommendations
Call center operations
Bilingual - Spanish and English
Complaint resolution
Retail store support
Sales expertise
Recordkeeping strengths
Social Media Handling
Programming Experience
Basic IT support
Desktop support
Data quality assurance processes
Application support
IT support
Timeline
Bilingual Customer Service Specialist - ResultsCX
01.2023 - 04.2023
Customer and Tech Support Representative - Nextiva
10.2022 - 01.2023
Bilingual Customer Service Representative - Teleperformance
09.2021 - 10.2022
ITSON - Bachelor of Science, Computer Science
09.2020 - Current
Personal Assistant to the Owner - Centenario Autoshop
08.2019 - 08.2021