Diana Williams
Austin,TX
Summary
Multilingual customer service professional with advanced linguistic abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Bilingual Customer Service Representative
FEMA.gov Insight Global
Austin, TX
10.2024 - Current
- Took ownership of each call by listening attentively to understand individual needs.
- Processing claims for individuals on how to access information about disaster assistance programs and recovery.
- Hurricanes Milton and Helene.
- Displayed patience and understanding when dealing with difficult situations.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remote position, full-time. Pay rate is $22.13 per hour.
Customer Change Support
EY Ernst & Young US LLP. Manpowergroup
Austin, TX
09.2024 - 10.2024
- Analyzed pay data and made adjustments in accordance with company policies. For the client, ABM Industries.
- Created reports on timekeeping records and wage information for management review.
- Provided assistance to employees regarding their payroll questions or issues.
- Assisted employees with enrolling in benefit plans and explained plan options.
- Researched and resolved employee inquiries regarding benefits programs.
- Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
- Remote position, full-time pay rate is $25.00 hourly
Bilingual Customer Care Specialist
FEMA.gov Harrison National Employment
Las Vegas, NV
10.2022 - 02.2023
- Provided support for customers with questions about Hurricanes IAN and FIONA, both English and Spanish.
- Puerto Rico and Florida.
- Translated documents from Spanish to English and vice versa as needed.
- Maintained accurate records of customer interactions and transactions using the company's CRM system.
- Collaborated with various departments to resolve complex customer issues.
- Performed data entry tasks accurately and efficiently into the company database.
- Participated in team meetings to discuss strategies for improving customer service standards.
- Followed established policies and procedures when handling difficult customer situations, such as claims, inspections, and resources.
Bilingual Customer Service Representative
United Health Care Group
Las Vegas, NV
11.2021 - 03.2022
- Provided translation assistance for customers with limited English proficiency.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of dental coverage benefits.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Educated customers on how best utilize their purchased products or services.
- Remote position, full-time pay rate $20.00 hourly
Bilingual Call Center Agent
CDC.gov AppleOne Staffing and MAXIMUS
Las Vegas, NV
05.2021 - 07.2021
- Conducted patient assessments to determine eligibility for COVID-19 vaccination.
- Center for Disease Control and Prevention
- Instructed patients on vaccine administration, side effects, and post-vaccination care.
- Provided education and counseling to patients regarding the importance of receiving the COVID-19 vaccine.
- Assisted with scheduling appointments for COVID-19 vaccinations.
- Collaborated with public health officials to ensure compliance with state guidelines for administering COVID-19 vaccines.
- Remote, full-time position, pay rate$17.85 hourly
Cashier's Assistant
Albertson's grocery store Lakeway, TX
Austin, TX
11.2019 - 09.2020
- Greeted customers and provided excellent customer service.
- Assisted cashiers with transactions, including processing payments and preparing change.
- Operated cash registers to process customer purchases.
- Essential worker during the pandemic.
- On-site, part-time, pay rate $12.85 hourly.
Online Travel Agent
Expedia Group
Las Vegas, NV
07.2006 - 06.2010
- Developed and maintained relationships with a variety of travel suppliers, such as airlines, hotels, car rental companies, and cruise lines.
- Created customized itineraries for customers based on their preferences and budget.
- Researched various destinations to provide detailed information about attractions, activities, restaurants, transportation options.
- Assisted customers with the online check-in process for flights and other services.
- Solved customer queries related to booking processes and payment issues.
- On-site position, full-time, pay rate $12.85 hourly
Education
High School Diploma -
Colegio La Florida
Mexico City12-1965
Skills
- Spanish language
- Document Translation
- Interpretation support
- Consecutive interpretation
- Customer Support
- Call Center Operations
- Payment Processing
- CRM Systems
- Problem-Solving
- Call center experience
- Strong interpersonal skills
- Typing 40 WPN
Affiliations
- Helping others, family value and friendship.
Languages
Spanish
Native/ Bilingual
Accomplishments
- Hall of Fame - Expedia, Inc. highest Cruise Sales Performance
- Employee of the Month
- The Best Flight Attendant for Mexicana Airlines B-727 (Mexico City 1981)
Professional career break
- Relocating from Las Vegas, NV to Austin, TX -December 2023- July 2024
Timeline
Bilingual Customer Service Representative
FEMA.gov Insight Global
10.2024 - Current
Customer Change Support
EY Ernst & Young US LLP. Manpowergroup
09.2024 - 10.2024
Bilingual Customer Care Specialist
FEMA.gov Harrison National Employment
10.2022 - 02.2023
Bilingual Customer Service Representative
United Health Care Group
11.2021 - 03.2022
Bilingual Call Center Agent
CDC.gov AppleOne Staffing and MAXIMUS
05.2021 - 07.2021
Cashier's Assistant
Albertson's grocery store Lakeway, TX
11.2019 - 09.2020
Online Travel Agent
Expedia Group
07.2006 - 06.2010
High School Diploma -
Colegio La Florida
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