Crystal Lara
Fort Worth
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
Wells Fargo
08.2025 - Current
- Resolved customer inquiries in English and Spanish, ensuring clear communication and understanding.
- Processed orders and returns efficiently, enhancing overall customer satisfaction.
- Trained new team members on bilingual service practices and company protocols.
- Implemented feedback mechanisms to improve service delivery and response times.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Met all call quality standards and daily quotas for first-call resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Unit Clerk
John Peter Smith Hospital
08.2021 - 09.2025
- Scheduled appointments for patients and coordinated transportation services when necessary.
- Demonstrated knowledge in medical terminology to accurately transcribe physician orders.
- Prepared discharge summaries following completion of a patient's stay in the facility.
- Greeted patients, answered phone calls, and provided general information to visitors.
- Performed data entry into an electronic health record system.
- Provided support to physicians and nursing staff with administrative tasks
- Coordinated supply replenishment to meet expected unit demands.
- Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.
- Documented vitals and added lab results into patient charts.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
Customer Service Representative
Walmart
09.2019 - 10.2021
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to determine best methods to resolve service and billing issues
- Remained constantly aware of customer activity to ensure safe and secure shopping environment
- Upheld strict quality control policies and procedures during customer interactions
- Exceeded company productivity standards on consistent basis
- Assisted customers in making payments on accounts and setting up payment plans
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Trained new employees on procedures and policies to maximize team performance
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages
- Assessed customer account information to determine current issues and potential solutions
- Delivered service and support to each customer, paving way for future business opportunities
- Documented conversations with customers to track requests, problems and solutions
- Educated customers on special pricing opportunities and company offerings
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Relayed productive customer feedback to marketing teams.
Education
Associate of Arts - Psychology
Tarrant County College District
Fort Worth, TX05-2023
High School Diploma -
North Side High School
Fort Worth, TX06.2019
Skills
- Report creation
- Report generation
- Credit card payment processing
- Shipping and receiving understanding
- Conflict mediation
- Data evaluation
- Schedule mastery
- High-energy attitude
- Microsoft Office expertise
- Business development understanding
- Adaptive team player
- System implementation
- Medical Forms
- HIPAA Compliance
- Sales expertise
- Customer relations
- Problem-solving abilities
- Fluent bilingualism
- Payment processing
Certification
Licensed BLS (basic life support), 05/22/2023, 05/2025
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Wells Fargo
08.2025 - Current
Unit Clerk
John Peter Smith Hospital
08.2021 - 09.2025
Customer Service Representative
Walmart
09.2019 - 10.2021
High School Diploma -
North Side High School
Associate of Arts - Psychology
Tarrant County College District