Gretchen Vazquez
Orlando,FL
Summary
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
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
Westgate Resorts
11.2022 - 10.2024
- 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.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Attraction Attendant
Universal Studios Orlando
06.2020 - 11.2022
- Proactively addressed potential safety hazards by reporting them promptly for repairs or maintenance work.
- Participated in performance evaluations, seeking opportunities for continuous improvement in both personal development and attraction operations.
- Managed crowd control effectively, ensuring a pleasant experience for all guests visiting the attraction.
- Participated in ongoing training programs to stay updated on industry standards, new attractions, and company policies.
- Ensured timely completion of daily opening and closing procedures while adhering to company guidelines.
RCA Front Desk
Apex Chiropractic
06.2019 - 11.2021
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Assist Chiropractor with providing treatment to patients using EMS, Ultrasound, cupping and therapy.
Collections Agent
Synchrony Financial Inc
04.2018 - 05.2019
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Customer support
- Call center experience
- Payment processing
- Payment collection
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Bilingual Customer Service Representative
Westgate Resorts
11.2022 - 10.2024
Attraction Attendant
Universal Studios Orlando
06.2020 - 11.2022
RCA Front Desk
Apex Chiropractic
06.2019 - 11.2021
Collections Agent
Synchrony Financial Inc
04.2018 - 05.2019
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