Bonick Mann
Pensacola,FL
Summary
Experienced Customer Service Representative fluent in English and Spanish language. 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.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Representative
Regions Bank
06.2020 - 08.2023
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Utilized spanish proficiency to build relationships with spanish-speaking customers.
- Responded to customer calls and emails to answer questions about products and services.
- Met all call quality standards and daily quotas for first-call resolution.
- Developed a deep understanding of customer service principles and customer service best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Mortgage Support Assistant/Closer
Zillion Technologies
08.2019 - 04.2020
- Order documents needed for mortgage loan processing
- Prepare closing documents for mortgage loans.
Bilingual Customer Service Representative
Emerald Coast Utilities Authority
10.2018 - 06.2019
- Responds to incoming call and visits from residential and commercial customers inquiring about accounts
- Process customer request for changes on account
- Utilize systems, such as AS400
- Demonstrated proper phone etiquette, computer literacy, typing, and data entry skills.
Education
Associate of Science - Cyber in security
Pensacola State College
10.2023
Skills
- BILINGUAL
- AS400
- MICROSOFT OFFICE
- MICROSOFT OUTLOOK
- OUTLOOK
- Customer Service
- Customer Care
- CSR
- Call Center
- Customer Support
- Phone Etiquette
- Operating Systems
- Computer Literacy
- Multilingual
- Microsoft Windows
- Spanish Translation
- Refund Processing
- Issue Research
- Problem-Solving
- Service Recommendations
- Call Management
- Inbound and Outbound Calling
Timeline
Bilingual Customer Service Representative
Regions Bank
06.2020 - 08.2023
Mortgage Support Assistant/Closer
Zillion Technologies
08.2019 - 04.2020
Bilingual Customer Service Representative
Emerald Coast Utilities Authority
10.2018 - 06.2019
Associate of Science - Cyber in security
Pensacola State College
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