Emily Eliza Villarreal
Laredo
Summary
Seeking a position that offers growth opportunities and allows me to utilize my office skills and customer service experience to help advance the company.
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
12
12
years of professional experience
Work History
Bilingual Customer Service Representative
VXI Global Solutions
REMOTE
02.2022 - 07.2024
- Ask questions and actively listen for responses for the purpose of validating data and solving customer problems.
- Managed high-volume call queues, maintaining service level agreements consistently.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers in a timely matter.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Seasonal Personal Vehicle Driver
United Postal Service
Houston, TX
10.2020 - 01.2021
- Delivered shipments efficiently, adhering to strict schedules while managing route changes effectively.
- Coordinated with dispatch teams to optimize routes and reduce transit times effectively.
- Maintained accurate records of deliveries, expenses, and vehicle maintenance logs for reporting purposes.
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Delivered goods and products to customer on time and in excellent condition.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
Billing Clerk/ Receptionist
Manpower staffing Agency
Laredo, Tx
11.2016 - 12.2017
- Processed invoices and billing statements using advanced accounting software.
- Developed standardized templates for invoicing, reducing processing time by improving efficiency.
- Conducted monthly audits of accounts receivable to maintain compliance with company policies.
- Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
- Handled account payments and provided information regarding outstanding balances.
- Assisted with month-end closing procedures, contributing to an organized and punctual financial reporting process.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Monitored outstanding invoices and performed collections duties.
- Developed strong relationships with clients by providing exceptional customer service during phone calls or email communications regarding billing matters.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Created improved filing system to maintain secure client data.
- Utilized multi-line phone system to handle incoming calls efficiently and professionally.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Worked effectively in fast-paced environments.
- Answered customer questions about sizing, accessories, and merchandise care.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Key Holder
Nine West
Houston
07.2016 - 11.2016
- Managed daily store operations, ensuring optimal customer service and sales performance.
- Oversaw inventory management, including stock replenishment and visual merchandising standards.
- Implemented sales strategies to drive revenue growth during peak shopping seasons.
- Maintained accurate cash handling procedures, minimizing discrepancies and enhancing accountability.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Streamlined opening and closing procedures as integral member of store staff.
- Collaborated with the management team on implementing strategies to achieve store''s monthly sales targets.
Vault Clerk
IBC Bank
Laredo
02.2014 - 07.2016
- Meet daily with Safe Deposit Box Customers who want to access their box.
- Managed vault operations, ensuring compliance with security protocols and regulatory requirements.
- Upheld a high level of professionalism, consistently demonstrating integrity and ethical conduct in all aspects of the role.
- Prevented unauthorized access by diligently monitoring entrance points into the secured area at all times during working hours.
- Supported internal audit teams in conducting periodic reviews of the vault''s records, processes, and controls for compliance purposes.
- Updated, corrected and filed documentation for bank records and compliance purposes.
- Contributed to a positive work environment by fostering open communication among team members in resolving issues or discrepancies related to the vault operations.
- Provided excellent customer service, promptly addressing inquiries regarding stored valuables or documents.
- Maintained strict confidentiality of bank records and client information.
- Properly processed deposits, withdrawals and payments for customers
- Educated customers on renting a safe deposit box
- Referred customers to other banking departments for specialized services.
- Generated monthly reports on customer activity and customer feedback.
Sales Associate
Nina’s Ceramic Irons
Mall Del Norte
03.2012 - 02.2014
- Responsible for selling hair products.
- Recommended merchandise based on individual requirements.
- Advised customers on utilization and care of merchandise.
- Explained the use and advantage of merchandise to customers.
- Communicating with the customer with knowledge about the product
- Suggesting items for the customer’s immediate needs and recommending additional items and/or services that will complement the customer.
- Achieving daily, monthly, and annual sales goals.
Education
High School -
United High School
01.2013
Real Estate License - undefined
Kaplan college
01.2023
Associates in Applied Science - undefined
Laredo Community College
01.2016
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Call center experience
- Payment processing
- Account management
- Multitasking and organization
- Active listening
- Flexibility and adaptability
- MS office
- Understanding customer needs
- Issue and complaint resolution
Languages
Fluent Spanish
Timeline
Bilingual Customer Service Representative
VXI Global Solutions
02.2022 - 07.2024
Seasonal Personal Vehicle Driver
United Postal Service
10.2020 - 01.2021
Billing Clerk/ Receptionist
Manpower staffing Agency
11.2016 - 12.2017
Key Holder
Nine West
07.2016 - 11.2016
Vault Clerk
IBC Bank
02.2014 - 07.2016
Sales Associate
Nina’s Ceramic Irons
03.2012 - 02.2014
Real Estate License - undefined
Kaplan college
Associates in Applied Science - undefined
Laredo Community College
High School -
United High School