Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Idalis Fernández

Sanford,FL

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

14
14
years of professional experience

Work History

Bilingual Customer Service Representative

TTEC Goverment Solutions
10.2020 - Current
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • 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 team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.

Customer Service Representative

VXI Global Solutions
03.2017 - 09.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.

Secretary

Santa Ana Condominium
05.2010 - 01.2017
  • Typed documents such as correspondence, drafts, memos, and emails, and prepared 3 reports weekly for management
  • Greeted visitors and determined to whom and when they could speak with specific individuals.
  • Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
  • Managed multiple calendars and contacts using computer software.

Education

High school diploma -

High school -

Educativo Alcance
Santurce, PR
05.2008

Skills

  • Fluent Bilingualism
  • Problem-Solving
  • Call center experience
  • Call Management
  • Records Review
  • Issue Research
  • Database Management
  • Account Management
  • CRM Systems
  • Eligibility Determination
  • Teamwork and Collaboration
  • Customer Service

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Bilingual Customer Service Representative

TTEC Goverment Solutions
10.2020 - Current

Customer Service Representative

VXI Global Solutions
03.2017 - 09.2022

Secretary

Santa Ana Condominium
05.2010 - 01.2017

High school diploma -

High school -

Educativo Alcance

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Idalis Fernández