José Emanuel García Soto
San Diego
Summary
Bilingual Customer Service and Call Center Professional with 10+ years of experience in high-volume call centers and remote environments. Expert in resolving escalations, managing customer accounts, and delivering exceptional service. Skilled in CRM systems (Salesforce, Zendesk,), data accuracy, and compliance (HIPAA). Proven track record of improving customer satisfaction, reducing resolution times, and building customer loyalty. Highly adaptable, efficient, and results-driven.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
American Tire Distributors
04.2025 - 07.2025
- Handled 100+ daily inbound/outbound calls, addressing customer inquiries and resolving issues efficiently.
- Increased customer satisfaction scores by 95% through improved call routing and personalized service.
- Processed orders, billing updates, and account changes with 100% accuracy.
- Resolved escalated issues, maintaining customer loyalty and positive outcomes.
Customer Intake Associate (CIA)
Home Works Energy
03.2024 - 03.2025
- Managed 80+ daily calls, scheduling energy assessments and maintaining accurate customer records.
- Reduced average call resolution time by 15% through workflow improvements.
- Provided guidance to clients on service updates and meter re-checks, enhancing customer experience.
Customer Service Specialist / Credentialing
American Specialty Health
07.2019 - 01.2024
- Supported inbound calls and chats with 98% accuracy in account updates.
- Processed credentialing documentation, ensuring full HIPAA compliance.
- Collaborated with internal teams to reduce processing delays and improve efficiency.
- Trained new team members on procedures and CRM usage, boosting team performance.
Education
Bachelor of Arts - Multidisciplinary Studies, Tourism, Psychology, Visual Arts
Universidad del Sagrado Corazón
San Juan, PR06.2016
High School Diploma -
Thomas Alva Edison School
Caguas, PR05.2006
Skills
- Inbound & Outbound Call Handling
- Customer Retention & Satisfaction
- Escalation Management & Conflict Resolution
- CRM Systems: Salesforce, Zendesk
- Remote Work & Time Management
- HIPAA & Regulatory Compliance
- Active Listening & Empathy
- Multitasking & Workflow Optimization
- Bilingual: Spanish & English
Personal Information
Timeline
Customer Service Representative
American Tire Distributors
04.2025 - 07.2025
Customer Intake Associate (CIA)
Home Works Energy
03.2024 - 03.2025
Customer Service Specialist / Credentialing
American Specialty Health
07.2019 - 01.2024
High School Diploma -
Thomas Alva Edison School
Bachelor of Arts - Multidisciplinary Studies, Tourism, Psychology, Visual Arts
Universidad del Sagrado Corazón
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