Itali Robinson
Memphis,TN
Summary
Achieved high levels of client satisfaction by resolving customer issues promptly and effectively. Enhanced service quality through strong bilingual communication and problem-solving skills. Delivered exceptional customer service experiences consistently.
Achieved successful project outcomes by leveraging strong analytical and communication skills. Cultivated teamwork to enhance productivity and adaptability in diverse environments. Promoted a culture of continuous learning and positive engagement.
Achieved successful management of diverse priorities through proactive engagement and a positive demeanor. Contributed to team success by embracing additional responsibilities to drive results.
Fostered collaboration among team members while maintaining a strong commitment to excellence in project execution.
Overview
6
6
years of professional experience
Work History
Bilingual Customer Service Representative
Christ Community
02.2024 - Current
- Resolved customer inquiries in English and Spanish, enhancing overall satisfaction rates.
- Assisted clients with service issues, ensuring timely and accurate responses to concerns.
- Processed transactions efficiently using CRM systems, maintaining data integrity and accuracy.
- Trained new staff on customer service protocols, improving team performance and service delivery.
- Collaborated with departments to implement process improvements that enhanced service efficiency.
- 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.
- Provided language translation services for customer service inquiries.
- Met all call quality standards and daily quotas for first-call resolution.
Guest Service Representative (Contracted)
Baptist Hospital
06.2021 - 12.2023
- Greeting guests, handling check-ins and check-outs, answering questions and dealing with complaints or problems promptly and professionally.
- Answering a consistent flow of inbound for patient and hospital directory
- Provides customer service to faculty, staff, students and other customers.
- Maintain cleanliness of facilities, equipment, and service wear ;such as wheel-chairs.
Customer Care Rep|Call Center Rep (Remote)
Care Source
12.2019 - 05.2021
- Collecting minimum data about clients so that health agents can assist with finding accurate policy and
- Answering inbound calls and responding to customer concerns of current health insurance policy
- Providing new clients/customers with detailed information about policies and products.
- Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
Education
Translating Certification - Translating Certificate
Southwest College
Memphis, TN04.2021
High School Diploma - General Education
Southwind High
Memphis, TN05.2017
Skills
Communication
Active Listening
Bilingual
Data Entry
Customer Service
Time Management
Microsoft/Excel
Fluent bilingualism
Problem-solving
Language translation
Customer support
Data entry
Call center experience
Document translation
Upselling strategies
Product knowledge
Payment collection
Call center operations
Database management
CRM systems
Refund processing
Eligibility determination
Claims evaluation
Database research
Flexibility and adaptability
Stress management
Interpretation support
Microsoft office
Computer skills
Translation and interpretation services
Calm under pressure
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Italian
Professional Working
Timeline
Bilingual Customer Service Representative
Christ Community
02.2024 - Current
Guest Service Representative (Contracted)
Baptist Hospital
06.2021 - 12.2023
Customer Care Rep|Call Center Rep (Remote)
Care Source
12.2019 - 05.2021
High School Diploma - General Education
Southwind High
Translating Certification - Translating Certificate
Southwest College