Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Angel Alberto

Hawthorne,NJ

Summary

Dynamic bilingual customer support specialist with proven success at Solutel Dominicana, delivering exceptional service and achieving top satisfaction scores. Skilled in CRM software and conflict resolution, I excel in fast-paced environments, consistently exceeding performance goals while fostering team collaboration and enhancing customer experiences.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Remote Customer Support Specialist

Solutel Dominicana
Santo Domingo, Dominican Republic
01.2018 - 04.2025
  • Delivered bilingual support to U.S. customers via phone, chat, and email, managing over 100 inquiries daily.
  • Provided technical assistance, billing guidance, and product troubleshooting with a focus on customer satisfaction.
  • Maintained precise documentation of customer interactions within CRM systems.
  • Translated documentation and communication materials between English and Spanish.
  • Resolved escalated concerns calmly and effectively, consistently earning top satisfaction scores.
  • Collaborated with team leads to streamline workflow processes and enhance service delivery.
  • Identified upsell opportunities based on customer needs and product knowledge.

Bilingual Contact Center Representative

Grupo Servitek
Santiago de los Caballeros, Dominican Republic
06.2012 - 12.2017
  • Supported U.S.-based patients with scheduling, billing, and healthcare-related inquiries in English and Spanish.
  • Consistently exceeded performance goals, including FCR, CSAT, and average handling time.
  • Adapted communication approach based on cultural and individual client preferences.
  • Maintained accurate and detailed records across high-volume ticket queues.
  • Assisted in onboarding new team members by sharing best practices and tools for success.

Education

High School Diploma -

John F. Kennedy High School
Bronx, NY
01.2007

Skills

  • Fluent in English
  • Fluent in Spanish
  • Bilingual Customer Support
  • CRM Software

  • Zendesk
  • Freshdesk
  • Customer service
  • Bilingual communication
  • Documentation accuracy
  • Call center experience
  • Microsoft Office
  • Word
  • Excel
  • Outlook
  • Conflict Resolution
  • De-escalation
  • Data Entry
  • High Typing Accuracy
  • Phone Support
  • Email Support
  • Live Chat Support
  • Adaptability
  • Team Collaboration
  • Time Management

Certification

Valid Driver's License

Languages

  • English
  • Spanish

Timeline

Remote Customer Support Specialist

Solutel Dominicana
01.2018 - 04.2025

Bilingual Contact Center Representative

Grupo Servitek
06.2012 - 12.2017

High School Diploma -

John F. Kennedy High School

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Angel Alberto