Kassandra Cerna
Buckeye,AZ
Summary
Accomplished Bilingual Customer Service Representative at Maximus Federal Services, adept in resolving complex inquiries and enhancing customer satisfaction. Leveraged fluent bilingualism and problem-solving skills to manage high-volume calls efficiently. Proven ability to adapt quickly and collaborate effectively, ensuring seamless service delivery and fostering customer trust.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Maximus Federal Services
Phoenix, AZ
09.2025 - Current
- Assisted customers in resolving inquiries and issues in both English and Spanish.
- Provided product information and guidance to enhance customer satisfaction.
- Utilized CRM software to track customer interactions and follow up on requests.
- Collaborated with team members to streamline communication processes.
- Adapted quickly to new systems and procedures for efficient service delivery.
- Maintained knowledge of company policies to ensure accurate information dissemination.
- Handled high-volume calls while maintaining professionalism and empathy.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Host
Longhorn Steakhouse
Phoenix, AZ
02.2019 - 04.2020
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Welcomed guests and managed seating arrangements to optimize flow and efficiency.
- Assisted in training new staff on customer service standards and operational procedures.
- Coordinated with kitchen and waitstaff to ensure timely service and guest satisfaction.
- Provided menu recommendations and addressed guest inquiries to enhance dining experience.
- Monitored dining area for cleanliness, ensuring compliance with health and safety regulations.
- Resolved guest complaints promptly to maintain a positive restaurant atmosphere.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
Bilingual Customer Service Representative
Maximus Federal Services
Phoenix, AZ
11.2023 - 10.2024
- Engaged in continuous learning to improve product knowledge and service skills.
- 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.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Sortation Associate
Amazon
Phoenix, AZ
03.2021 - 01.2023
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
Server
IHOP
Phoenix, AZ
04.2017 - 01.2018
- Collaborated with management to implement improvements in service delivery processes.
- Developed rapport with regular patrons, fostering loyalty and repeat business opportunities.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Provided exemplary customer service, addressing guest inquiries and ensuring satisfaction.
- Assisted in training new staff on menu items and service protocols.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Processed payments efficiently, handling cash and electronic transactions securely.
- Upsold menu items and specials, enhancing overall sales performance during shifts.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Education
High School Diploma -
Metro Tech High School
Phoenix, AZ05.2014
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Language translation
- Customer support
- Call center experience
- Payment processing
- Document translation
- Call center operations
- Service recommendations
Timeline
Bilingual Customer Service Representative
Maximus Federal Services
09.2025 - Current
Bilingual Customer Service Representative
Maximus Federal Services
11.2023 - 10.2024
Sortation Associate
Amazon
03.2021 - 01.2023
Host
Longhorn Steakhouse
02.2019 - 04.2020
Server
IHOP
04.2017 - 01.2018
High School Diploma -
Metro Tech High School