Jaime Munoz
El Paso
Summary
Dynamic Bilingual Customer Service Representative with 10+ years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
18
18
years of professional experience
Work History
Bilingual Customer Service Representative
Charter Communications, Spectrum
11.2023 - Current
- 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.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Customer Service Representative
Verizon Wireless
08.2018 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
IFB Solutions
10.2014 - 08.2018
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Developed a deep understanding of customer service principles and customer service best practices.
- USCIS contract. Worked with customer immigration forms application status. Providing customer's with specific and detailed information for visa's, green cards and U.S. Citizenship application statuses.
Intern
Workforce Solutions
04.2012 - 03.2013
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Sorted and organized files, spreadsheets, and reports.
- Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.
Sewing Machine Operator
Readyone Industries
09.2009 - 02.2012
- Produced high-quality garments through careful monitoring of stitch quality and consistency.
- Supported performance targets by maintaining clean and neat work areas.
- Operated sewing machines to join, reinforce, or decorate products and performed hand stitching for smaller projects.
Customer Service Representative
Gatti's Pizza - Austin
02.2006 - 06.2009
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Placed pizza orders for incoming callers while proactively our system to process and place requested orders. placing.
Education
High School Diploma -
Texas School For The Blind
Austin, TX.06.2009
Skills
- Fluent Bilingualism
- Problem-Solving
- Spanish translation
- Call center experience
- Customer Support
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Bilingual Customer Service Representative
Charter Communications, Spectrum
11.2023 - Current
Customer Service Representative
Verizon Wireless
08.2018 - 08.2023
Customer Service Representative
IFB Solutions
10.2014 - 08.2018
Intern
Workforce Solutions
04.2012 - 03.2013
Sewing Machine Operator
Readyone Industries
09.2009 - 02.2012
Customer Service Representative
Gatti's Pizza - Austin
02.2006 - 06.2009
High School Diploma -
Texas School For The Blind