Bianca Jean
Port Saint Lucie,FL
Summary
Experienced professional seeking to continue my career with an organization that will utilize my management, administrative and technical skills to benefit mutual growth and success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Specialist
Slavic401k
01.2023 - Current
- Utilized databases, logs resources to locate and verify information.
- Gained customer trust by providing knowledgeable and accurate information in both English and Creole.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
Office Manager/Human Resources
Obas Enterprises
01.2022 - 01.2023
- Interviewed and onboarded new hires, assigned tasks, created employee schedules
- Edited documents to improve accuracy of language, flow, and readability.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Maintained electronic and paper filing systems for easy retrieval of information.
Post Sort Coordinator
Wilen Group
01.2018 - 01.2022
- Created daily schedule of tasks to be completed for the day to ensure dept ran efficiently.
- Mitigated issues that arose and coordinated with necessary departments for resolution
- Interviewed and trained new hires
- Provided support for existing employees
- Created, updated and maintained documented procedures for the department
- Approved mail piece designs and mitigated all client related concerns.
- Checked accuracy and completeness of all paperwork.
Assistant Call Center Manager
Teleperformance
01.2015 - 01.2018
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
Customer Service Professional
American Express
01.2017 - 01.2018
- Resolved concerns with products or services to help with retention and drive sales.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
ILead Coordinator/Recruiter
Teleperformance
01.2015 - 01.2018
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Developed and implemented onboarding and orientation programs for new employees.
- Conducted performance reviews and provided feedback to managers on employee performance.
Senior accredited T4 instructor
Teleperformance
01.2015 - 01.2018
- Apple Accredited T4 Instructor
- Trained and mentored new instructors.
- Evaluated training needs to improve training quality.
- Provided virtual training and online presentations.
- Increased graduation rate by 40% through working closely with instructors.
Supervisor
Teleperformance
01.2015 - 01.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Boosted team performance by developing customer service training materials and conducting service training.
Tech Support/Customer Service representative
Teleperformance
01.2015 - 01.2018
- Performing technical support for Apple products including iPhones, iPads, iPods, MacBook’s, iMacs, etc
- Assisted clients with reservations and dispatch services, updating account info and providing referral information.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Education
Bachelor of Arts - Business Mangement & Legal studies
Broward College
Coconut Creek, FL06.2025
High School Diploma -
Coconut Creek High School
Coconut Creek, FL06.2014
Skills
- Project development & oversight
- Effective negotiation skills and conflict resolution
- Administrative Support/Office Management
- Microsoft Office/iWork/Google Workspace
- Microsoft Windows/Apple OS
- Training Material Development
- Employee Presentations/Staff Training
- Workforce Scheduling
- SaaS
- CRM
Certification
Slavic401k PEO Certification
Languages
English
Native or Bilingual
Creole
Native or Bilingual
Timeline
Bilingual Customer Service Specialist
Slavic401k
01.2023 - Current
Office Manager/Human Resources
Obas Enterprises
01.2022 - 01.2023
Post Sort Coordinator
Wilen Group
01.2018 - 01.2022
Customer Service Professional
American Express
01.2017 - 01.2018
Assistant Call Center Manager
Teleperformance
01.2015 - 01.2018
ILead Coordinator/Recruiter
Teleperformance
01.2015 - 01.2018
Senior accredited T4 instructor
Teleperformance
01.2015 - 01.2018
Supervisor
Teleperformance
01.2015 - 01.2018
Tech Support/Customer Service representative
Teleperformance
01.2015 - 01.2018
Bachelor of Arts - Business Mangement & Legal studies
Broward College
High School Diploma -
Coconut Creek High School
Slavic401k PEO Certification
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