Kerem Lacayo
Bilingual Customer Service Representative
Houston,TX
Summary
Service-focused bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Microsoft officesuites. Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 6 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
VeraBank
Houston, TX
05.2022 - 11.2022
- 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.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 80 calls per day in busy, fast-paced office 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.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Tow Lot Receptionist
Pro Parking Management
Katy, TX
05.2021 - 12.2021
- Kept facilities clean, neat and organized to give areas professional and fresh appeal.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Moved cars around lot to increase space efficiency.
- Parked and retrieved cars according to customer needs.
- Reported unlawful parking jobs.
- Reviewed driver IDs before allowing entrance parking area or drive vehicles.
Eligibility Counselor
Harris Health System Houston
Houston, Tx
08.2019 - 03.2021
- Interviewed applicants and explained scope of different available benefits
- Scheduled appointments with applicants to gather information and explain benefits processes
- Managed processing of all benefits applications, including those financial assistance
- Reviewed applications for different aid programs and determined which qualification criteria for individuals
- Followed guidelines when reviewing applicant data to determine eligibility for financial assistance program
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options
Shipping Clerk
Burnett Specialists/Vroom
Houston, Tx
05.2019 - 08.2019
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Maintained updated and detailed records of calls in physical and electronic database
- Responded to over 30+ daily caller requests with information about assistance and timeframes
- Directed all dispatching, routing and tracking of fleet vehicles
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs
Bilingual Customer Service Representative
Sunnova Energy Corp
Houston, TX
04.2018 - 11.2018
- Maintained up-to-date knowledge of product and service changes
- Met all customer call guidelines including service levels, handle time and productivity
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Provided primary customer support to internal and external customers in fast-paced environment
Pipefitter Helper
Zachry Group
Freeport, TX
09.2017 - 02.2018
- Followed safe work practices, which included fall protection and personal protective equipment
- Fabricated and installed screw pipe, socket weld pipe and stainless steel tubing
- Identified issues and brought to job foreman to be resolved
- Offered guidance and training to junior team members
- Selected type and size of piping required for each project
- Monitored inventory and reported items to be restocked for each job
Mission Advisor
Universal Weather And Aviation Inc
Houston, TX
05.2017 - 09.2017
- Maintained flight logs on incoming and outgoing flights and individual flights
- Posted and interpreted weather reports and decoded sequence reports
- Processed local and cross-country flight clearances and checked accuracy of flight plans
- Created and implemented filing and organization practices for documents, reports, and calendars
- Transmitted flight plans and arrival reports to flight and air traffic control centers
Bilingual Customer Service Representative
Cyracom International Inc
Houston, TX
06.2015 - 08.2016
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Communicated effectively with clients to establish scope and requirements of translation, following
- Up after submission of work to confirm satisfaction and understanding Provided verbal summaries of non-English documents for immediate use
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts and translate appropriately
- Thoroughly read and analyzed briefing documents to develop understanding of subjects to be discussed during interpreting sessions
Data Entry Clerk
Snelling Staffing Services/Agility
Houston, TX
04.2016 - 06.2016
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Maintained updated and detailed records of calls in physical and electronic database
- Responded to over 50+ daily caller requests with information about assistance and timeframes
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
Manager
Bon Appetit Cafe
Nassau Bay, TX
09.2014 - 06.2015
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Trained and guided team members to maintain high productivity and performance metrics
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
Copy Print Associate
Office Depot
Houston, TX
09.2014 - 05.2015
- Reviewed and edited final copy for accuracy and oversaw all phases of production
- Produced original, creative content for promotional advertisements and marketing materials
- Customized brand message to reach and capture target audience interest and drive engagement
- Presented clients with unique copy options based on overall marketing objectives
- Worked with 20+ customers to understand requirements and provide exceptional service
Cashier
McDonalds
New Orleans, LA
05.2012 - 09.2012
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Counted cash in register drawer at beginning and end of shift
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Answered questions about store policies and concerns to support positive customer experiences
- Maintained organized and clean customer areas by completing daily recovery checklists
- Efficiently processed new orders, completing [60]+ daily transactions with remarkable accuracy
- Helped over 100 guests every day by processing payments, monitoring reward accounts and resolving service concerns
Education
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American College of Health Professions
Master Of Chemistry - Petroleum Engineering
Houston Community College
Houston, TX08.2023
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Chalmette High School
05.2014
Skills
- Positive Team Player
- Customer Interaction
- Maintaining Clean Work Areas
- Creative Solutions
- Critical Thinking
- Project Requirements
- Service Quality
- Attentive Service
- Call Center Operations
- Building Customer Trust and Loyalty
- Interpretation and Translation Services
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Spanish Interpreting
- Strong Telephone Etiquette
- Proactive Self-Starter
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
VeraBank
05.2022 - 11.2022
Tow Lot Receptionist
Pro Parking Management
05.2021 - 12.2021
Eligibility Counselor
Harris Health System Houston
08.2019 - 03.2021
Shipping Clerk
Burnett Specialists/Vroom
05.2019 - 08.2019
Bilingual Customer Service Representative
Sunnova Energy Corp
04.2018 - 11.2018
Pipefitter Helper
Zachry Group
09.2017 - 02.2018
Mission Advisor
Universal Weather And Aviation Inc
05.2017 - 09.2017
Data Entry Clerk
Snelling Staffing Services/Agility
04.2016 - 06.2016
Bilingual Customer Service Representative
Cyracom International Inc
06.2015 - 08.2016
Manager
Bon Appetit Cafe
09.2014 - 06.2015
Copy Print Associate
Office Depot
09.2014 - 05.2015
Cashier
McDonalds
05.2012 - 09.2012
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American College of Health Professions
Master Of Chemistry - Petroleum Engineering
Houston Community College
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Chalmette High School
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