ARMANDO XAVIER
New Port Richey,FL
Summary
Experienced Customer Service Representative fluent in English, Portuguese, Spanish and Cape Verdean (Creolo) languages. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Bilingual customer service leader with proven expertise in boosting comfort and satisfaction by calmly resolving any concern. Open and clear communication style with good multi tasking skills. Successful customer service with more than 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Well-qualified, familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Service-focused bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Competent driven to exceed goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
38
38
years of professional experience
Work History
Bilingual Customer Service Specialist
Social Security Adminstration
New Port Richey, FL
03.2006 - 04.2020
- Achieved and maintained departmental performance standards.
- Utilized databases, logs, computers, internal and external contacts and procedures to locate and verify information.
- Performed training transaction resolution tasks and administrative functions.
- Answered up to 50 calls per day in busy, fast-paced office for both English, Portuguese, Spanish and Cape Verdean (Creolo) speaking customers.
- Maintained and managed customer files and databases.
- Initiated outbound/inbound calls to respond to inquiries and to follow-up with previous contacts.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Updated and maintained information in claimants claim applications.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English, Portuguese, Spanish and Cape Verdean (Creolo) speaking customers.
- Qualified as Social Security Administration Interpreter for Portuguese and Cape Verdean (creolo) for Southeastern USA.
- Processed claims for Disability SSI/SSDI, Retirement, Spouse Benefit, Dependent Benefit, Immigration paperwork, SSN and other services as assigned.
- Trained new personnel regarding Social Security Administration operations, policies and services.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Delivered excellent customer service, resulting in consistent 99% customer satisfaction rating.
- Processed 10-15 claim applications each weeks and mailed documentation to claimants.
- Resolved concerns with service for claimants' applications to help with retention and support customer service.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of federal and Social Security Administration changes.
- Sought ways to improve processes and services provided.
- Responded to customer calls and emails to answer questions about Social Security Administration services.
U.s. Navy Recruiter
US Navy
Mobile, AL
04.2000 - 03.2006
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Advertised job opportunities on social media platforms and job boards.
- Emphasized job benefits and perks to applicants to improve US Navy recruiting Command attractiveness.
- Verified applicant references and employment details.
- Studied job descriptions and qualifications to determine applicant requirements.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Developed recruiting strategies to identify qualified candidates and build network.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Maintained filing system of current, prospective and future positions.
- Partnered with Navy Base and Command's departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Flight Crew Member
US Navy
Pensacola, FL
11.1988 - 03.2000
Logistics Specialist
US Navy Department
Brunswick, ME
07.1982 - 11.1988
- Achieved team goals by guiding employees in coordinating and deploying best practices.
- Processed orders for Naval Aviation Bases and handled administrative functions like bookkeeping, purchasing, tracking and availability.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Prepared timely rate estimates and strategic bid packages.
- Worked with customers to integrate processes and correct issues.
- Reviewed pricing structures and conducted negotiations to obtain favorable rates and conditions for Naval Purchasing Department.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
Education
Associate of Science - Business Administration And Management
Pasco-Hernando State College
New Port Richey, FLDiploma - Customer Service
Us Navy Aviation Academy
Us NavyBusiness Specialist Diploma - Business Management
Pasco-Hernando State College
New Port Richey, FL07.2008
Skills
- Issue and Complaint Resolution
- Call Center Operations
- Spanish, Portuguese, Cape Verdean (Creolo) Interpreting
- Efficient and Detail-Oriented
- Special Requests
- Strong Telephone Etiquette
- Customer Retention Strategies
- Call Documentation
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Information Updates
- Client Relations Skills
- Customer Support
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Performance Goals
- Productivity Standard
- Customer Information Databases
- Policy and Procedure Adherence
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Customer Transactions
- Security Administration
- Effective Working Relationships
- Excellent Attention to Detail
Affiliations
* TAMPA INTERNATIONAL AIRPORT TRAVELERS AID.
* PASCO COUNTY SHERIFF OFFICE.
* PASCO COUNTY CITIZEN ACADEMY.
* BIG BROTHER BIG SISTER OF TAMPA.
* KNIGHT OF COLUMBUS.
Timeline
Bilingual Customer Service Specialist
Social Security Adminstration
03.2006 - 04.2020
U.s. Navy Recruiter
US Navy
04.2000 - 03.2006
Flight Crew Member
US Navy
11.1988 - 03.2000
Logistics Specialist
US Navy Department
07.1982 - 11.1988
Associate of Science - Business Administration And Management
Pasco-Hernando State College
Diploma - Customer Service
Us Navy Aviation Academy
Business Specialist Diploma - Business Management
Pasco-Hernando State College
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