Elsie Gonzalez
Chicago,IL
Summary
Self-motivated and disciplined bilingual customer support specialist who uses advanced language skills in Spanish and English to communicate and listen to the needs of customers and provide solutions to their questions and concerns.
Overview
16
16
years of professional experience
Work History
Back Office Associate
H&M Hennes & Mauritz
06.2012 - Current
- Supported store organization and customer service leadership by preparing detailed reports on business operations and performance metrics.
- Streamlined back office processes by implementing efficient ways of working.
- Enhance customer satisfaction by promptly addressing and resolving inquiries and concerns from clients.
- Collaborate with various departments to complete daily assigned tasks.
- Assisted Support Office with translation projects and communication for our Spanish speaking markets.
- Provide feedback to store organization team, customer service agents and peers to enhance customer experience.
- Stay up to date with ways of working, policies and procedures for our store and online markets.
Collections Agent
Xfinity Comcast
01.2008 - 03.2012
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of outbound calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Skills
- Team worker who is able to adapt in highly dynamic and changing situations
- Excellent problem solving and communication skills, with focus on customer service
- Proficient in MS Word, Excel and Powerpoint
- Bilingual (Spanish/English)
Timeline
Back Office Associate
H&M Hennes & Mauritz
06.2012 - Current
Collections Agent
Xfinity Comcast
01.2008 - 03.2012