Jasmin Guzman
IRVING,TX
Summary
Dedicated individual successfully facilitates communication between people of different cultures and backgrounds. Brings wealth of knowledge and experience to organizations requiring interpretation and translation services. Committed to providing quality service and results. Dynamic Bilingual Customer Service Representative with 7 years of experience handling incoming calls, resolving customer issues, managing brand accounts and processing equipment orders. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
9
9
years of professional experience
Work History
Brand Service Specialist
Darling Ingredients Inc
07.2017 - 04.2024
- Managed all incoming customer communication and including managing sales orders
- Answered 50+ calls daily and exceeded target call rates
- Processed debit and credit card and electronic check payments
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Responsible for documenting and entering any transactions necessary to correct account problems that are discovered through this inquiry
- Communicated with customers via email, phone, zoom and chat
- Managed brand accounts with Kroger, 7-Eleven, Walmart, Publix, Chipotle and Bj's Wholesale
- Entered transactions to clear up balances and or issue refund checks
- Reviewed, printed and prepared for mailing of daily invoices, receipts, provided price quotes and product availability as requested
- Proposed and provided additional products, services information to customers
- Recognize, document and alert sales and management of trends in customer communications
- Reviewed, edited and proofread translated service contracts and letters for Spanish speaking customers
- Offered translation support for Spanish speaking customers and company drivers
- Trained and educated clients on how to use their indoor equipment
- Walked customers through the steps on setting up their portal account
- Maintained consistent communication with vendors and customers, by fostering strong relationships
- Used Oracle Cloud and Salesforce for data entry, ensuring data accuracy
- Facilitated team collaboration to improve service delivery and customer satisfaction
- Analyzed and updated service software, optimizing operational efficiency
- Boosted vendor relationship efficiency, reducing service delays
- Handled after-hour emergency calls and processed escalations if needed
- Established relationships with key customers and stakeholders to drive sales and develop new business opportunities
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities
- Demonstrated exceptional attention to detail when translating sensitive documents such as contracts or legal agreements
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
Bilingual Loan and Auto Insurance Agent
PLS
06.2015 - 07.2016
- Sold daily 20-25 new auto insurance policies
- Processed more than 30 Personal and Auto loans on a daily basis
- Continuously pursued professional development through education and training programs
- Trained new employees to obtain their auto insurance licenses
- Conducted interviews with prospective clients to understand their financial needs
- Analyzed retention, loss ratio trends, and sales volume for improvement insights
- Translated insurance policy requirements in Spanish and coverages
- Converted letters and marketing documents to Spanish
- Promoted new deals and sales in Spanish in store and by phone
- Provided recommendations for loan approvals and denials based on application reviews
- Evaluated credit risk and loan applications to ensure compliance with established policies and procedures
- Communicated directly with customers by telephone, electronically or direct contact
- Recorded details of inquiries, comments, complaints and actions taken
- Communicated & coordinated with internal departments (Product Managers/Sales Team).
- Ensured client satisfaction by delivering prompt and accurate translations of website content, manuals, and user guides
- Conducted research and identified market trends to develop better strategies for sales
Education
Associate of Science - Business
North Lake College
Irving, TX06.2023
Languages
Communication ability in Spanish and English
Skills
- Critical Thinking
- Listening
- Negotiation
- Persuasion
- Team Building
- Translator
- Bilingual (Spanish & English)
Timeline
Brand Service Specialist
Darling Ingredients Inc
07.2017 - 04.2024
Bilingual Loan and Auto Insurance Agent
PLS
06.2015 - 07.2016
Associate of Science - Business
North Lake College