Hi, I’m
Ana Elizabeth Cifuentes
Dallas,TX
Summary
Dynamic Bilingual Customer Service Representative with 8 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Comfortable working in fast-paced environment attending to customer service need's.
Overview
4
years of professional experience
Work History
Portfolio Recovery AssociatesNorth Richland Hills, TX
Bilingual Customer Service Representative
08.2022 - Current
Job overview
- Communicated with management when customer issues escalated and worked to find resolutions.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Recorded all information regarding financial status of customers.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Southwest CreditCarrollton, TX
Bilingual Customer Service Representative
09.2021 - 02.2022
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Etech Global Services IncDallas, TX
Bilingual Customer Service Representative
07.2020 - 12.2020
Job overview
- Updated and maintained information in customer accounts.
- Described product highlights and benefits to help guide purchasing decisions.
- Performed support ticket transaction resolution tasks and administrative functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
NTTAPlano, TX
Bilingual Customer Service Representative
02.2017 - 05.2019
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Etan IndustriesDallas, TX
Bilingual Customer Service Representative
01.2016 - 12.2016
Job overview
- Updated and maintained information in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Recommended products to customers, thoroughly explaining details.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Texas Woman's UniversityDenton, TX
from Forensic Psychology
03.2021
Penn Foster Career SchoolScranton, PA
High School Diploma
05.2016
Skills
- Computer Proficiency
- Inbound and Outbound Calling
- Establishing and Maintaining Customer Relationships
- Patient and Empathetic
- Team-Oriented and Cooperative
- Strong Telephone Etiquette
- Call Center Operations
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Portfolio Recovery Associates
08.2022 - Current
Bilingual Customer Service Representative
Southwest Credit
09.2021 - 02.2022
Bilingual Customer Service Representative
Etech Global Services Inc
07.2020 - 12.2020
Bilingual Customer Service Representative
NTTA
02.2017 - 05.2019
Bilingual Customer Service Representative
Etan Industries
01.2016 - 12.2016
Texas Woman's University
from Forensic Psychology
Penn Foster Career School
High School Diploma
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