Evelin Andrade
Bi-Lingual Customer Support Representative II
Des Moines,IA
Summary
Service-oriented Customer Support Representative with 9+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Bi-Lingual Customer Support Representative II
John Deere Intelligent Solution Group
9505 NorthPark Drive, Iowa
12.2020 - Current
- Assisting TCSM from Latin America and Europe with basic software needs
- Provide Bilingual fast responses according to the region.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Achieved and maintained departmental performance standards.
- Communicated with management when customer issues escalated and worked to find resolutions.
Assistant Project Manager
Panamerica Broadcasting
Des Moines, IA
08.2018 - 12.2020
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Compiled information from multiple, reliable sources and uploaded to system.
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Liaised with marketing and PR colleagues to promote special events in social calendars.
- Cut costs and doubled [Type] show volume by delivering effective marketing strategies to optimize outreach.
- Leveraged trends in customer industries and marketplaces to shape solutions and approaches.
- Planned large-scale events such as trade shows, conferences, and meetings.
MCR II
Nationwide insurance
Des Moines, IA
05.2017 - 02.2019
- Obtain and examine all relevant information to assess of complaints and to determine possible causes
- Present clear and concise explanations regarding coverages and endorsements
- Attend to the member’s needs to meet their requirements and guarantee customer satisfactions.
- Provided primary customer support to internal and external customers.
- Communicated professionally with colleagues, freelancers and clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
RETAIL SALES ASSOCIATE
US CELLULAR
DES MOINES, IA
11.2016 - 05.2017
- Greet customers and ascertain what each customer wants or needs.
- Describe merchandise and explain use, operation, and care of merchandise to the customers
- Compute sales prices, total purchases and receive and process cash or credit card payment
- Answer questions regarding the store and its merchandise.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Helped customers complete purchases, locate items and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Education
DES - International Business Management
Des Moines Area Community College
Ankeny, IA 01.2022 - Current
Skills
Desktop support
Technical issues analysis
Customer service expert
Application support
Computer Skills
Conflict Resolution
Cultural Awareness
Leadership
Report preparation
Technical Support
International sales support
Bilingual Spanish-English
B2B Service
Problem-solving
Timeline
DES - International Business Management
Des Moines Area Community College
01.2022 - Current
Bi-Lingual Customer Support Representative II
John Deere Intelligent Solution Group
12.2020 - Current
Assistant Project Manager
Panamerica Broadcasting
08.2018 - 12.2020
MCR II
Nationwide insurance
05.2017 - 02.2019
RETAIL SALES ASSOCIATE
US CELLULAR
11.2016 - 05.2017