Karla Susana
Valrico,USA
Summary
Highly skilled Bilingual CSR with experience in managing diverse client base, addressing queries and resolving complex issues. Strong communication skills in English and Spanish help build relationships while providing top-tier service. Proven ability to handle high-pressure situations with professionalism and courtesy, enhancing customer satisfaction and loyalty.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
3 Point Productions
Brandon, FL
10.2021 - Current
- Demonstrating empathy, patience, and interpersonal skills during phone interactions
- Addressing and resolving client issues for designated customer accounts
- Recording information in a web-based ticketing system
- Utilizing knowledge base and integrated customer systems to find appropriate solutions for client issues
- Reporting unique issues or inaccuracies in the knowledge base to the immediate supervisor
- Representing the company positively to foster client relationships
- Following prescribed call protocols for maximum efficiency
- Adapting to the dynamic nature of a call center environment, including variable break times
- Adhering to assigned shifts, potentially including weekends and holidays
- Engaging in internal training to broaden knowledge and assist multiple clients
- Delivering pleasant, efficient, and accurate responses to customer inquiries
- Managing multiple tasks simultaneously and escalating issues promptly
Bilingual Customer Service Representative
MAXIMUS
Riverview, FL
07.2018 - 10.2021
- Provide timely responses to telephone inquiries in a courteous and professional manner, using prescripted responses
- Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules
- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties
- Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing
- Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller
- Refer calls as required to CSR Lead
- Maintain up-to-date knowledge of client regulations and policies
- Report problems that occur via the online system so they can be addressed by the appropriate parties
- Working special holidays and/or overtime
- Regular and predictable attendance
Assistant Supervisor
Adventure Island Tampa
Tampa, FL
06.2016 - 07.2018
Cashier/Customer Service/Sales Associate
Busch Gardens Tampa Bay
Tampa, FL
04.2016 - 07.2018
Cashier/Sales Associate
Ross Dress For Less
Brandon, FL
11.2016 - 07.2017
Cashier/Customer Service
Dunkin'
Valrico, FL
04.2014 - 04.2016
Babysitter
Maria's Daycare
Allentown, PA
03.2010 - 02.2013
Assistant Karate Instructor
American Kenpo Karate
Allentown, PA
08.2011 - 02.2012
Education
Associate's degree -
Valencia College
04.2017
High school diploma -
Brandon High School
05.2015
Skills
- Simultaneous interpretation
- Complaint tracking
- Telesales
- Spanish translation
- CRM systems
- Document translation
- Verbal and written communication
- Conflict resolution
- Service recommendations
- Technical troubleshooting
- Call center experience
- Workflow management
- Client relationship management
- Refund processing
- Telephone etiquette
- Strong interpersonal skills
- Empathy and patience
- Multitasking and organization
- Cross-cultural awareness
- Flexibility and adaptability
- Payment collection
- Caller assistance
- Customer support
- Issue research
- Sales promotion
- Claims evaluation
- Eligibility determination
- Data entry
- CRM software usage
- Stress management
- Upselling strategies
- Script adherence
- Time management
- Call center operations
- Bilingual communication
- Account management
- Records review
- Product knowledge
- Database maintenance
- Database research
- Database management
- Call management
- Active listening
- SAP experience
- Team collaboration
- Membership renewals
- Call escalation resolution
Certification
Driver's License
Timeline
Bilingual Customer Service Representative
3 Point Productions
10.2021 - Current
Bilingual Customer Service Representative
MAXIMUS
07.2018 - 10.2021
Cashier/Sales Associate
Ross Dress For Less
11.2016 - 07.2017
Assistant Supervisor
Adventure Island Tampa
06.2016 - 07.2018
Cashier/Customer Service/Sales Associate
Busch Gardens Tampa Bay
04.2016 - 07.2018
Cashier/Customer Service
Dunkin'
04.2014 - 04.2016
Assistant Karate Instructor
American Kenpo Karate
08.2011 - 02.2012
Babysitter
Maria's Daycare
03.2010 - 02.2013
Associate's degree -
Valencia College
High school diploma -
Brandon High School