Summary
Overview
Work History
Education
Skills
Timeline
Generic

Enid Bou Agosto

Kissimmee

Summary

Dedicated and detail-oriented bilingual professional with expertise in customer service and technical support. Proven track record of enhancing customer satisfaction and resolving complex inquiries. Skilled in Microsoft Office and proficient in problem-solving, with excellent communication and multitasking abilities. I'm excited to leverage my skills and experience to contribute to a dynamic organization like yours.

Overview

13
13
years of professional experience

Work History

Senior Representative, Bilingual EChat

Synchrony Financial
01.2024 - Current
  • Provided timely and accurate assistance to customers through chat conversations, addressing account-related inquiries, payment processing, and website navigation.
  • Managed customer accounts, captured concerns, and maintained detailed records, ensuring account security and compliance.
  • Escalated complex issues to relevant teams, facilitating smooth transfers and providing clear explanations.
  • Validated customer identities, verified unvalidated accounts using Innovis, and educated customers on alternative verification options.

Bilingual CSR

Synchrony Financial
10.2021 - 01.2024
  • Delivered superior customer service in a fast-paced environment, resolving complex issues and addressing customer needs in both English and Spanish.
  • Handled 30+ customer inquiries daily, providing payment processing support, billing explanations, and website troubleshooting.
  • Collaborated with management to resolve escalated issues and maintained accurate customer records.

Digital Technology Rotation

Synchrony Financial
08.2022 - 10.2022
  • Collaborated with the Digital Technology department for 2 months, providing technical support via phone and utilizing tools like Glance and Innovis.
  • Responded to incoming calls, resolving login issues and guiding callers through troubleshooting procedures.
  • Created tickets for further investigation when issues couldn't be resolved during calls and documented specific issues in a tracker for resolution.
  • Made use of interactive demos to assist callers with tool usage and ensured accurate username input.
  • Utilized Innovis for identity verification, validating caller identities and assisting with verification process difficulties.

UHC CSR

TTEC
11.2019 - 10.2021
  • Managed high call volumes in a fast-paced environment, maintaining professionalism and providing empathetic support to customers.
  • Demonstrated active listening skills, ensuring timely issue resolution, and resulting in high customer satisfaction rates.
  • Provided healthcare advocacy support, facilitating appointments, referrals, and in-network provider identification.
  • Conducted troubleshooting, offered product/service guidance, and accommodated unique customer requirements.

Driver

Uber/Lyft
01.2017 - 06.2019
  • Safely transported clients across Central Florida, utilizing GPS navigation and adhering to traffic laws and regulations.
  • Managed vehicle maintenance, performing pre- and post-trip inspections, routine cleaning, and assessing damage.
  • Coordinated transportation services, responding to reservation inquiries and scheduling rides.
  • Demonstrated excellent customer service skills, ensuring timely and satisfactory delivery of services.

Hostess

Walt Disney World Resort
02.2012 - 12.2018
  • Provided exceptional customer service, answering questions, and addressing concerns about hours, seating, and menu information.
  • Demonstrated strong multitasking skills, balancing responsibilities such as phone calls, guest greetings, and reservation log updates.
  • Mentored new cast members, fostering their professional development and ensuring seamless guest experiences.

Education

Bachelor of Science - Information Technology

Colorado State University Global Campus
Aurora
05-2026

Associate of Science - Film Production Technology

Valencia College
Orlando
05-2020

Skills

  • Bilingualism (English-Spanish)
  • Excellent Typing Speed
  • Strong Time Management Skills
  • Organized and Detail-Oriented
  • Proficient in Fast-Paced Project Management
  • Collaboration and Problem Solving:
  • Excellent Teamwork and Individual Work Skills
  • Critical Thinker and Problem Solver
  • Responsible and Reliable
  • Deliberative and Analytical
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
  • Windows Operating System Proficiency
  • Proficient in macOS, iOS Devices, and Apple Productivity Applications (Pages, Numbers, Keynote)

Timeline

Senior Representative, Bilingual EChat

Synchrony Financial
01.2024 - Current

Digital Technology Rotation

Synchrony Financial
08.2022 - 10.2022

Bilingual CSR

Synchrony Financial
10.2021 - 01.2024

UHC CSR

TTEC
11.2019 - 10.2021

Driver

Uber/Lyft
01.2017 - 06.2019

Hostess

Walt Disney World Resort
02.2012 - 12.2018

Bachelor of Science - Information Technology

Colorado State University Global Campus

Associate of Science - Film Production Technology

Valencia College

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Enid Bou Agosto