Hi, I’m
Angel Aleman
Summary
Adept at fostering customer satisfaction and team collaboration, I enhanced service quality at Launch Servicing by leveraging my bilingualism and problem-solving skills. I excelled in training roles, significantly improving trainee retention rates, and contributed to superior project outcomes in plumbing through effective teamwork and technical proficiency.
During my tenure at LaunchServicing, I was promoted to the Helpline Department after one year of employment. In this role, I was responsible for tasks such as assisting in the training of new agents, handling supervisor and escalation calls, and supporting agents dealing with challenging customers
Overview
2
years of professional experience
Work History
Launch Servicing
Bilingual Customer Service Representative Trainer
08.2023 - Current
Job overview
- 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.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
Hander Heating And Plumbing
Apprentice Plumber
09.2022 - 05.2023
Job overview
- Assisted licensed plumbers in installation and repair of plumbing systems.
- Used pipe wrenches, saws and drills safely to execute basic and complex plumbing tasks.
- Maintained clean workspaces during all phases of projects, upholding company image while promoting a culture of professionalism within the team.
- Unclogged drains and replaced faulty fixtures to restore functionality to customer plumbing.
- Increased overall work quality by regularly collaborating with colleagues to share knowledge and expertise in specialized areas of plumbing practice.
Education
Washington High SchoolSioux Falls, SD
High School Diploma
05.2020
Skills
- Fluent Bilingualism
- Problem-Solving
- Spanish translation
- Multitasking Abilities
- Excellent Communication
- Reliability
- Quality Assurance Controls
- Coaching Techniques
- Training and mentoring
- Teamwork and Collaboration
- Influencing Others
- Coaching abilities
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 4-6 in the development of Zendesk Procedures to increase productivity and efficiency.
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative Trainer
Launch Servicing
08.2023 - Current
Apprentice Plumber
Hander Heating And Plumbing
09.2022 - 05.2023
Washington High School
High School Diploma
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