Gracie Santa Cruz
Mesa,AZ
Summary
At CenturyLink, a proficient Bilingual Customer Service Representative excelled in delivering top-notch customer support in both English and Spanish, enhancing customer satisfaction through effective problem-solving and call management. Demonstrated exceptional bilingualism and teamwork, ensuring swift resolution of complex inquiries, thereby building customer trust and loyalty.
Overview
19
19
years of professional experience
Work History
Bilingual Customer Service Representative
CenturyLink
Phoenix, AZ
12.2000 - 11.2019
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- 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.
Education
High School Diploma -
Mesa High School
Mesa, AZ05.1982
Skills
- Fluent Bilingualism
- Problem-Solving
- Language translation
- Customer Support
- Call center experience
- Payment Processing
- Document Translation
- Upselling strategies
- Call Management
- Payment Collection
- Call Center Operations
- Caller Assistance
- Service Recommendations
- Records Review
- Issue Research
- Cross-cultural awareness
- Account Management
- Refund Processing
- Sales Promotion
- Eligibility Determination
- Claims Evaluation
- SAP Experience
- Database Research
- Language Fluency
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Data Entry
- Problem Resolution
- Translation and Interpretation Services
- Microsoft Office
- Understanding Customer Needs
- Calm Under Pressure
- Work Prioritization
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Relations
- Professional telephone demeanor
- Multi-line phone talent
- MS Office
- Money handling abilities
- Call Documentation
- Relationship Building
- Customer Data Confidentiality
- Document and Records Management
- Administrative and Office Support
- Sales and Upselling
- Order Processing
- Number wpm Typing Speed
- Following scripts
- De-Escalation Techniques
- Product Knowledge
- Sales Transactions
- Product and service knowledge
- Policies and Procedures Adherence
- Complaint resolution
- Customer Account Management
- Multi-Line Phone Systems
- Conflict Mediation
- Product Sales
- Order and Refund Processing
- Order Fulfillment
- Service standard compliance
- Account Updates
- Transaction Processing
- LiveChat Messaging
- Billing Adjustments and Refunds
Timeline
Bilingual Customer Service Representative
CenturyLink
12.2000 - 11.2019
High School Diploma -
Mesa High School