Isabel Maldonado
Cartersville,GA
Summary
Customer-centric, bilingual (English-Spanish) call center representative with a history of top-ranked production in inbound and outbound call centers. Routinely singled out for high-volume, high-quality work within deadline-intensive settings spanning collections, customer service, sales, technical and chat support.
Overview
5
5
years of professional experience
Work History
Remote Customer Experience Support
Arista Networks
Cartersville, GA
01.2023 - Current
- Conducted outbound calls to follow up on pending requests from customers.
- Participated in team meetings and brainstorming sessions to discuss possible improvements in the CX process.
- Provided feedback on current processes and procedures based on customer interactions.
- Listened attentively to customer needs and effectively resolved issues.
- Maintained a high level of professionalism when dealing with difficult customers.
Bilingual Sales Representative
Hershey’s Ice Cream
Marietta, Georgia
01.2022 - 12.2022
- Managed customer accounts to secure customer satisfaction and repeat business
- Trained and mentored new sales representatives
- Retained excellent client satisfaction ratings through outstanding service
- Developed and maintained a comprehensive understanding of products, services and competitors to enhance sales.
Bilingual Work from Home Customer Representative
Sequium
Marietta, Georgia
05.2021 - 12.2021
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
Receptionist & Certified Assistant
Kennesaw West Chiro
Kennesaw, Georgia
11.2019 - 06.2020
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance
- Confirmed appointments, communicated with clients, and updated client records
- Kept the reception area clean and neat to give clients a positive first impression
- Answered phone promptly and directed incoming calls to correct offices
- Resolved customer problems and complaints
- Corresponded with clients through email, telephone, or postal mail
- Managed multiple tasks and met time-sensitive deadlines
- Maintained confidentiality of information regarding clients and company
- Provided clerical support to company employees by copying, faxing, and filing documents.
Bilingual Call Center Representative
Faneuil
Kennesaw, Georgia
03.2019 - 08.2019
- Responded to customer calls to answer questions about products and services
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
GED -
Chattahoochee Technical College
12.2021
Skills
- Type 60WPM
- Problem-solving
- Organizational skills
- Excellent time management skills
- Computer skills
- Active listening
- Multitasking
- Call Control
- CRM Software
- Performance Tracking
- Team Training
- Technical Support
- De-Escalation Techniques
- Data Management
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Remote Customer Experience Support
Arista Networks
01.2023 - Current
Bilingual Sales Representative
Hershey’s Ice Cream
01.2022 - 12.2022
Bilingual Work from Home Customer Representative
Sequium
05.2021 - 12.2021
Receptionist & Certified Assistant
Kennesaw West Chiro
11.2019 - 06.2020
Bilingual Call Center Representative
Faneuil
03.2019 - 08.2019
GED -
Chattahoochee Technical College
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