Alberto Franco
Whittier,CA
Summary
Dynamic Customer Service Representative with the Social Security Administration, adept at resolving complex inquiries in both English and Spanish. Recognized for enhancing customer satisfaction through active listening and critical thinking. Proficient in CRM software, effectively managing high-volume calls while fostering collaboration within diverse teams. Committed to delivering exceptional bilingual support.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Social Security Administration, SSA
08.2009 - 12.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Learned company policies and procedures to provide accurate information.
- Utilized CRM software to track customer interactions and feedback.
- Adapted communication style to meet diverse customer needs effectively.
- Provided bilingual support to customers, ensuring effective communication and resolution of inquiries.
- Handled complex customer issues, escalating when necessary to maintain service quality.
- Collaborated with team members to improve customer service processes and workflows.
- Conducted follow-up communications with customers to assess satisfaction and gather feedback for improvement.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Translated documents, forms and other materials from English to Spanish and back.
Education
Bachelor of Arts - Political Science-International Relations
California State University, Los Angeles
Los Angeles, CA12-1978
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Complete Double Speaker English/Spanish
Cash Bonuses for Superior Performance
At Social Security we received 6 month reviews on all aspects of job performance. Received consistent bonuses recognizing superior performance in working with 3rd party agencies (State, County and other Federal Depts). Made sure that recipients of benefits who were unable to contact SSA directly because of legal restrictions continued to receive their monthly sum.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Social Security Administration, SSA
08.2009 - 12.2024
Bachelor of Arts - Political Science-International Relations
California State University, Los Angeles
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