James Toro
Customer Service Representative
Wesley Chapel,FL
Summary
Dynamic Bilingual Customer Service Representative with 25 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. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Ford Motor Credit Company
Tampa, FL
06.2001 - 09.2016
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish -speaking customers.
- Achieved and maintained departmental performance standards.
- Updated and maintained information in customer accounts.
- Answered up to 120 calls per day in busy, fast-paced office for both English and [Type]-speaking customers.
- Delivered prompt service to prioritize customer needs.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Performed support ticket transaction resolution tasks and administrative functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended products to customers, thoroughly explaining details.
Customer Service Representative
Aetna
Tampa, FL
05.2000 - 06.2001
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and [Spanish]-speaking customers.
- Updated and maintained information in customer accounts.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Achieved and maintained departmental performance standards.
Telecommunications Technician
AT&T
Tampa, FL
02.2000 - 12.2000
- Responded to service requests during and after business hours.
- Set up networks and computers for business and residential customers.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Customer Service Representative
Xerox
Tampa, FL
09.1989 - 12.1999
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Answered up to [Number] calls per day in busy, fast-paced office for both English and [Type]-speaking customers.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
Education
Bachelor of Arts - Business Administration
Inter American University of Puerto Rico Bayamon
Bayamon, PR05.1988
Skills
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Order and Refund Processing
- Responding to Difficult Customers
- Understanding Customer Needs
- Call Documentation
- Call Center Operations
- Calm and Professional Under Pressure
- Spanish Interpreting
- Customer Retention Strategies
- Client Resolution
- Customer Service and Assistance
- Team-Oriented and Cooperative
- Credit Bureau Information
Timeline
Customer Service Representative
Ford Motor Credit Company
06.2001 - 09.2016
Customer Service Representative
Aetna
05.2000 - 06.2001
Telecommunications Technician
AT&T
02.2000 - 12.2000
Customer Service Representative
Xerox
09.1989 - 12.1999
Bachelor of Arts - Business Administration
Inter American University of Puerto Rico Bayamon
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