Bilingual Customer Service Representative Resume Samples

Description :

1. Identifies, researches, and resolves customer issues; Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance in all situations.
2. Maintains confidentiality; Listen to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
3. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds quickly and effectively to customer questions.
4. Writes notes clearly and informatively; Edits work for spelling and grammar; Documentation to follow clients guideline; Able to read and interpret written information.
5. Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
6. Meets clients' specific quality standards.
7. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Experience

0-2 Years

Level

Entry Level

Education

Medical Billing

Description :

1. Handled technical troubleshooting for all Kohler, Sterling and Robern products while providing world class customer service.
2. Responsible for the timely documentation, escalation (if appropriate), resolution and closure of service request tickets.
3. Selected Contributions: Strong focus on first call-resolutions.
4. Frequently exceeds quality monitoring expectations.
5. Handled 60+ technical calls daily and consistently meets high service standards.
6. Membered of a small team of bilingual agents.
7. Selected to assist Robern customers during the integration of Robern customer service into the Kohler Kitchen and Bath customer service.

Experience

7-10 Years

Level

Management

Education

Diploma

Description :

1. Provided accurate and appropriate information in response to customer inquiries.
2. Demonstrated mastery of customer service call script within specified time frames.
3. Addressed customer service inquiries in a timely and accurate fashion.
4. Maintained up to date records at all times.
5. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
6. Built customer loyalty by placing follow up calls procedures and quality assurance measures.
7. Developed process improvement to enhance efficiency and effectiveness of inter-department call center operations.
8. Properly directed inbound calls in phone queues to improve call flow.

Experience

10+ Years

Level

Senior

Education

Cosmetology

Description :

1. Instruct clientele how to utilize their benefit and insurance products offered by their financial institutes.
2. Play an integral part in meeting team goals and constantly strive to exceed department expectations Provide billing information and assist in enrolling clients into new insurance or benefit products.
3. Service and resolve inbound escalated calls.
4. Help fellow agents locate customer information efficiently and provide information on any client updates.
5. Assist new hires in getting familiar with product knowledge and guide them with any service call inquiries.
6. Acquired vast knowledge on multiple products serviced and have become versatile to meet business needs.
7. Became certified with company certification as an Quality Assurance Analyst.

Experience

10+ Years

Level

Senior

Education

Management Leadership

Description :

1. Effectively managed high volume inbound and outbound calls.
2. Addressed customer complaints sympathetically, politely, and professionally.
3. Exceeded the expectation for overtime and metric requirements.
4. Managed team when supervisor was not around by providing real time metrics for improvement.
5. Accomplishments Ability to earn and give respect while covering for supervisor during her absence.
6. Ability to hold authority and control of agents (metric wise).
7. Skills Used Efficiency, Effectiveness, Time management, Ability to improve metrics, Motivation.

Experience

7-10 Years

Level

Management

Education

Diploma

Description :

1. Respond and service customer inquiries to provide respectful, knowledgeable, helpful, and convenient service for customers for all aspects of automotive finance for Retail Contract and Lease products.
2. Effectively use systems, processes and tools for customer servicing.
3. Comply with all HCA operating policies and procedures as well as the company's Zero Tolerance Policy with regard to information safeguards, ethics and harassment.
4. All other duties as assigned.
5. Ability to service customers while keyboarding with minimum speed of 40 words per minute.
6. Outstanding interpersonal and communication skills Demonstrated problem solving ability.
7. Service both English/Spanish clients.

Experience

2-5 Years

Level

Executive

Education

Associate of Science

Description :

1. Managed incoming calls from customers regarding their account status and gas bills in a fast-paced workplace by using multiple simultaneous PC applications.
2. Answered inquiries from current and potential customers.
3. Supervised enrollments, service discontinuation and account management.
4. Resolved billing issues and complaints, processed and posted payments to accounts.
5. Negotiated and implemented pay plans for customers in collections.
6. Coordinated calendaring and scheduling of orders for installation, disconnection and other service changes.
7. Accurately documented transactions and updated client and account information.

Experience

0-2 Years

Level

Entry Level

Education

General Education

Description :

1. Listen attentively to caller needs to ensure a positive customer experience.
2. Provide information about various products and services Process new orders and respond to inquiries about existing orders.
3. Convert cancellation calls utilizing customer retention strategies.
4. Engage with customers to identify financial service needs and determine appropriate offerings.
5. Prepare proposals, forms, and service agreements.
6. Determine appropriate charges, collect payments, and make billing arrangements.
7. Keep detailed records of customer interactions, transactions, inquiries, complaints, comments, and actions taken.
8. Ensure appropriate changes were made to resolve customers' problems.

Experience

2-5 Years

Level

Executive

Education

Medical Billing

Description :

1. Assists clients in issues regarding their financial situation.
2. Actively listen to new clients to assist them in determining their needs regarding Counseling and Education.
3. Provide advocacy on behalf of clients to Creditors and Lenders.
4. Provide support to consumers regarding daily financial needs.
5. Other responsibilities: Proficiently handle 7 phone line system and schedule appointments.
6. Maintain and service existing client base of over 350 clients, including follow up Accurately and consistently document client information into operating systems.
7. Work closely with creditor services staff and accounting to assure that client base is adequately serviced and issues are fully resolved.

Experience

2-5 Years

Level

Junior

Education

Data Processing

Description :

1. Handle customer inquires, complaints, and service questions Locate resources for problem resolution and design best option solutions.
2. Handle and document all account maintenance.
3. Maintaining excellent customer service by averaging 90% quality level scores.
4. Issue account credits when applicable.
5. Mange high-level workload with a deadline driven environment.
6. Offline Support Specialist Handle customer inquires, complaints, and service questions Locate resources for problem resolution and design best option solutions.
7. Handle and document all account maintenance.
8. Maintaining excellent customer service by averaging 90% quality level scores.

Experience

5-7 Years

Level

Consultant

Education

Diploma

Description :

1. Provided efficient and effective service to customers and prospects on all patron based services to a variety of inquiries and customer needs.
2. Maintained sincere interest in providing stellar customer care.
3. Understands customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction.
4. Exercises independent thinking in meeting customer expectations.
5. Ability to process information quickly and accurately.
6. Ability to handle routine customer transactions.
7. Ability to work under time constraints.
8. Ability to understand and apply new concepts.

Experience

2-5 Years

Level

Executive

Education

Diploma

Description :

1. Taking inbound calls to handle customer inquiries, complaints, billing questions and process payments.
2. Processing request for address changes, reporting cards lost or stolen or damaged and having new cards issued out to cardholders.
3. Providing accurate information to the cardholders regarding their accounts and standing status.
4. Research accounts in order to determine the source of problematic authorizations and assists with manual processing and removal of authorizations when needed.
5. Making outbound calls as necessary for follow-ups and/or for resolved issues.
6. Respond to emails from cardholders in a timely manner submitted online through card services website.
7. Taking inbound calls from Clients (Financial Institution Representatives) regarding account information and making changes to credit card accounts in accordance with established policies and procedures.
8. Assisting peers with account questions and resolving issues with accounts or requests.

Experience

5-7 Years

Level

Consultant

Education

Cosmetology

Description :

1. Intake of unemployment applications, file additional claims and/or reopen existing claims.
2. Assist callers with questions, concerns and/or corrections.
3. Process and adjudicate claims utilizing agency policies and procedures and applicable laws to make determinations.
4. Interview claimants to determine eligibility criteria and/or job searching skills.
5. Independently investigate unemployment fraud while traveling to various locations to conduct interviews with claimants, employers, witnesses and other interested parties.
6. Relieve Supervisor in training newly hired and/or co-workers in Unemployment Policy & Procedures.
7. Review business records including payroll, financial, disbursements and assets.
8. Operated SAVE program via U.S.

Experience

10+ Years

Level

Senior

Education

BA

Description :

1. Deliver world class customer service and build customer satisfaction and loyalty.
2. Provide effective and timely resolution of a range of customer inquiries.
3. Strive for one-call resolution of customer issues.
4. Complete ongoing training to stay abreast of product, service and policy changes.
5. Strike a positive and cooperative tone with both customers and coworkers.
6. Demonstrate best judgment in the disbursement of adjustments and credits.
7. Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
8. Handled a high influx of inbound calls within a dynamic call center environment, managed multiple priorities and maintained effective results in a quota driven workplace.

Experience

7-10 Years

Level

Management

Education

Certificate

Description :

1. Listened and responded appropriately in all interactions with consumers to establish rapport while performing a full range of customer service and technical support functions.
2. Communicated complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.
3. Efficiently utilized tools and resources on every call to make effective recommendations to customers.
4. Successfully positioned solutions that increased the value of the customers' wireless experience.
5. Recognized bells of churn; ensured that network and device experience met brand expectations and lead to customer loyalty.
6. Demonstrated and modeled to others a commitment to VZW code of conduct and business guidelines in all areas of work.
7. Promoted to a Quality Assurance Coordinator based upon advanced call quality and while receiving perfect call audits on several occasions.

Experience

2-5 Years

Level

Executive

Education

Diploma