Amanda Cotto
Orlando,FL
Summary
Outstanding Customer Service Skills with 7+ years of experience providing quality bilingual customer support in English and Spanish. Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers.
Overview
7
7
years of professional experience
Work History
Work From Home Customer Service Agent
Sutherland Global
09.2022 - Current
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
Salon Receptionist
Beauty Plus Salon
12.2020 - 09.2022
- Consistently kept reception area clean and tidy and maintained presence at desk area.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
Office Assistant /Customer Service Representative
Rooms To Go
03.2017 - 05.2019
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Receptionist /Front Desk Receptionist
City Kia Of Greater Orlando
01.2016 - 01.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
Education
High School Diploma -
Zenith Career Center
Kissimmee05.2015
Skills
- Call Volume and Quality Metrics
- Document and Records Management
- Cold Calling
- Complex Product Knowledge
- Interpretation and Translation Services
- Appointment Scheduling and Management
Languages
Spanish
Native or Bilingual
Timeline
Work From Home Customer Service Agent
Sutherland Global
09.2022 - Current
Salon Receptionist
Beauty Plus Salon
12.2020 - 09.2022
Office Assistant /Customer Service Representative
Rooms To Go
03.2017 - 05.2019
Receptionist /Front Desk Receptionist
City Kia Of Greater Orlando
01.2016 - 01.2017
High School Diploma -
Zenith Career Center
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