Heather Herrera
Pueblo,CO
Summary
Experienced Customer Service Representative fluent in English and spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
6
6
years of professional experience
Work History
Bilingual Customer Service Representative
Xcel Energy
06.2021 - Current
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Met customer call guidelines for service levels, handle time and productivity.
- Attended multiple events to represent the company professionally and assist our low income customers with resources.
Census Agent
Missionside
01.2020 - 08.2020
- Utilized technology tools efficiently for data entry and record-keeping purposes, ensuring error-free submissions to the Census Bureau database.
- Completed surveys by rechecking contact information before ending each call.
- Kept up-to-date on local events, community gatherings, and other opportunities to engage residents and promote participation in the census count.
- Investigated candidate history and employment claims to confirm eligibility for positions.
Bilingual Customer Service Representative
Convergys
08.2018 - 01.2020
- Contributed to event marketing, sales and brand promotion.
- Collaborated with team members to develop effective sales strategies, leading to increased sales performance across the board.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Boosted sales by effectively communicating product benefits and features to potential customers in both English and Spanish languages.
Education
GED -
Pueblo Community College
Pueblo, CO10.2019
Skills
- Multi-line phone talent
- Teamwork and Collaboration
- Account Updates
- Calm and Professional Under Pressure
- Fluent Bilingualism
- Order and Refund Processing
- Sales expertise
- Call Documentation
- Call center experience
- Issue Research
- Following scripts
- De-Escalation Techniques
- Understanding Customer Needs
Timeline
Bilingual Customer Service Representative
Xcel Energy
06.2021 - Current
Census Agent
Missionside
01.2020 - 08.2020
Bilingual Customer Service Representative
Convergys
08.2018 - 01.2020
GED -
Pueblo Community College
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