Veronica Estefania Fierro Perez
Customer Service Agent
Tijuana
Summary
Bilingual communication professional with strong focus on delivering outstanding customer service and resolving issues efficiently. Known for fostering team collaboration and adapting to changing needs seamlessly. Skilled in managing high call volumes, problem-solving, and maintaining positive attitude. Dependable and results-driven with knack for building rapport with diverse clientele.
Overview
11
11
years of professional experience
Work History
Bilingual Call Center Agent
Cybercity
Tijuana, Baja California, Mexico
09.2025 - 10.2025
- Provided bilingual support to customers, ensuring effective communication and issue resolution.
- Assisted in troubleshooting technical issues, enhancing customer satisfaction through prompt solutions.
- Documented customer interactions accurately in CRM systems, maintaining detailed records for follow-up.
- Adapted quickly to new software tools, improving efficiency in call handling processes.
- Developed familiarity with company products, allowing for more effective customer support and guidance.
- Assisted in reducing call wait times by promptly answering incoming calls without compromising service quality.
- Regularly reviewed personal performance metrics to identify areas for improvement, leading to consistent growth in key indicators over time.
- Adapted communication style according to caller''s requirements, promoting clear understanding between parties involved.
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Retained valuable customers by offering suitable solutions that addressed their needs and concerns.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
- Participated in ongoing training sessions to stay updated on industry trends, product offerings, and company policies.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Bilingual Call Center Agent
Balance in Full
Tijuana, Baja California, Mexico
11.2024 - 08.2025
- Maintained professional demeanor while effectively managing high-stress situations and irate callers.
- Escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.
- Documented customer interactions accurately in CRM systems, maintaining detailed records for follow-up.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Assisted in reducing call wait times by promptly answering incoming calls without compromising service quality.
- Regularly reviewed personal performance metrics to identify areas for improvement, leading to consistent growth in key indicators over time.
Front Desk Agent
Comfort Inn Hotel
Toms River, New Jersey
06.2016 - 01.2018
- Greeted and assisted guests with check-in and check-out processes to ensure satisfaction.
- Managed reservations using hotel management software, ensuring accurate data entry and updates.
- Responded to guest inquiries and requests promptly, enhancing overall customer experience.
- Collaborated with housekeeping to maintain room availability and cleanliness standards.
- Provided information on local attractions, dining options, and hotel amenities to guests.
- Assisted in resolving guest complaints by implementing effective problem-solving techniques.
- Maintained organized front desk area, ensuring all materials were up-to-date and accessible for guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Streamlined check-in and check-out processes for increased efficiency.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Receptionist
Baja Dental
Tijuana, Baja California, Mexico
01.2015 - 12.2015
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between patients and dental staff to streamline service delivery.
- Maintained organized patient records using electronic health record systems for accuracy.
- Assisted in insurance verification processes, improving patient onboarding efficiency.
- Implemented improved filing systems to enhance document retrieval speed and accuracy.
- Handled patient inquiries professionally, contributing to a positive clinic atmosphere.
- Supported marketing initiatives by managing social media accounts and promoting services online.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email, telephone, or postal mail.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Education
High School Diploma -
Colony High School
Ontario California06-2016
Skills
- Goal oriented
- Empathy and patience
- Fluent bilingualism
- Cross-cultural awareness
- CRM navigation
- Script adherence
- Call handling
- Customer service
- Customer communications
- Verbal and written communication
- Data entry
- Product knowledge
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Bilingual Call Center Agent
Cybercity
09.2025 - 10.2025
Bilingual Call Center Agent
Balance in Full
11.2024 - 08.2025
Front Desk Agent
Comfort Inn Hotel
06.2016 - 01.2018
Receptionist
Baja Dental
01.2015 - 12.2015
High School Diploma -
Colony High School