Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gladys Soto Toro

Plant City,FL

Summary

Dynamic bilingual customer service professional with extensive experience at Liberty Mutual Insurance Company. Proven track record in enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in Spanish translation and adept at managing escalated inquiries, resulting in improved customer loyalty and retention. Committed to fostering inclusive interactions and delivering tailored solutions.

Overview

33
33
years of professional experience

Work History

Bilingual Customer Service Representative

LIBERTY MUTUAL INSURANCE COMPANY
11.2004 - 09.2025
  • Provided bilingual support to customers via phone and email, ensuring clear communication and understanding.
  • Managed approximately 30+ incoming inbound calls per day.
  • Resolved customer inquiries efficiently, enhancing overall customer satisfaction and loyalty.
  • Assisted in identifying customer needs, providing tailored solutions to improve service experience.
  • Utilized CRM software to track interactions and document customer feedback for service enhancement.
  • Demonstrated adaptability in high-pressure situations while maintaining professionalism and composure.
  • Engaged with diverse clientele, fostering inclusive interactions that respect cultural differences.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
  • Translated documents, forms and other materials from English to Spanish.
  • Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
  • Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Developed and implemented customer retention strategies to enhance loyalty and satisfaction.
  • Analyzed customer feedback and behavior data to identify improvement areas for retention initiatives.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.

Customer Service Manager

Sitel
01.2002 - 11.2004
  • Managed escalated customer inquiries, ensuring timely resolutions while maintaining company standards.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Researched and corrected customer concerns to promote company loyalty.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

Police Officer

Puerto Rico Police Department
04.1992 - 09.2001
  • Enforced laws and ordinances, ensuring community safety and security.
  • Conducted thorough investigations to gather evidence and build cases.
  • Collaborated with local agencies to coordinate crime prevention initiatives.
  • Mentored junior officers, promoting professional development and adherence to protocols.
  • Prepared comprehensive reports detailing incidents, arrests, and investigations for judicial review.
  • Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
  • Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.

Education

Associate of Arts - Bilingual Secretarial

Guayama Technical Vocational School
Guayama, PR
05-1992

Skills

  • Fluent bilingualism
  • Customer service
  • Problem-solving
  • Spanish translation
  • Customer support
  • Call center experience
  • Payment processing
  • Records review
  • Issue research
  • Cross-cultural awareness
  • Empathy and patience
  • Multitasking and organization
  • Bilingual communication

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Bilingual Customer Service Representative

LIBERTY MUTUAL INSURANCE COMPANY
11.2004 - 09.2025

Customer Service Manager

Sitel
01.2002 - 11.2004

Police Officer

Puerto Rico Police Department
04.1992 - 09.2001

Associate of Arts - Bilingual Secretarial

Guayama Technical Vocational School

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Gladys Soto Toro