Kiara Alegre G
Phoenix,AZ
Summary
Dynamic bilingual customer service professional with extensive experience at Wells Fargo, excelling in problem-solving and customer support. Proven track record of enhancing customer satisfaction through effective communication and CRM software utilization. Recognized for cultural sensitivity and ability to resolve complex inquiries, fostering loyalty and trust among diverse clientele.
Overview
15
15
years of professional experience
Work History
Bilingual Customer Service Representative
Wells Fargo
06.2024 - 10.2024
- Provided bilingual support to diverse customer inquiries, enhancing communication and service accessibility.
- Assisted in resolving customer issues efficiently, ensuring high levels of satisfaction and loyalty.
- Collaborated with team members to streamline processes for handling customer requests and feedback.
- Utilized CRM software to track interactions, improving response accuracy and follow-up efficiency.
- Educated customers on product features, contributing to informed decision-making and enhanced user experience.
- 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.
Bilingual Customer Service Representative
Maximus Federal
06.2022 - 02.2024
- Adapted quickly to changing customer needs, demonstrating flexibility and problem-solving skills in real-time situations.
- Maintained accurate records of customer interactions, supporting compliance and reporting requirements effectively.
- Participated in training sessions to improve service techniques and deepen product knowledge continuously.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- 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.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Developed a deep understanding of customer service principles and customer service best practices.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Scheduling Specialist
TransPerfect Connect
05.2020 - 05.2021
- Coordinated scheduling for multiple departments, ensuring optimal resource allocation and efficiency.
- Managed appointment calendars, balancing competing priorities and minimizing scheduling conflicts.
- Utilized scheduling software to streamline operations and improve communication across teams.
- Adapted quickly to changes in schedules, demonstrating flexibility in fast-paced environments.
- Implemented best practices for scheduling protocols, enhancing overall workflow consistency.
- Acted as first point of contact and set appointments for prospective clients.
Spanish Interpreter
Cyracom International
02.2017 - 04.2018
- Facilitated accurate communication between Spanish-speaking clients and healthcare professionals.
- Implemented quality assurance measures to enhance accuracy and reliability of interpretation services provided.
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities.
- Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery.
- Strengthened relationships with clients by providing culturally sensitive interpretations that demonstrated respect and understanding.
- Maintained message content, tone, and emotion as closely as possible.
- Demonstrated exceptional attention to detail when translating sensitive documents such as contracts or legal agreements, ensuring the utmost accuracy and confidentiality at all times.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest, and suspects.
- Enhanced communication by accurately interpreting and translating complex legal documents for Spanish-speaking clients.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained up-to-date knowledge of industry trends and best practices in interpretation techniques through ongoing professional development initiatives.
- Enabled non-Spanish speaking educators to reach wider student audience by interpreting educational content and feedback into Spanish.
- Streamlined legal proceedings for Spanish-speaking clients with precise and timely courtroom interpretation, ensuring fair representation.
- Improved comprehension and engagement in educational settings by interpreting complex subjects into Spanish, tailoring language to diverse age groups.
- Contributed to higher patient satisfaction in healthcare settings, interpreting patient concerns and medical instructions to ensure clear understanding.
- Conducted consecutive interpretation during patient consultations, enhancing understanding of medical procedures.
- Collaborated with multidisciplinary teams to streamline patient intake processes and improve service delivery.
Paraprofessional
Cartwright School District
08.2009 - 05.2016
- Assisted teachers in implementing individualized education plans for students with diverse learning needs.
- Supported classroom management by facilitating engaging activities and maintaining a positive learning environment.
- Collaborated with instructional staff to develop and adapt educational materials for various student abilities.
- Monitored student progress and provided feedback to educators on academic performance and behavioral issues.
- Organized classroom resources, ensuring accessibility and readiness for daily lesson plans.
- Conducted small group instruction to reinforce curriculum concepts and improve student comprehension.
- Maintained documentation of student progress, contributing to effective communication between parents and educators.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Enhanced classroom efficiency through organizing instructional materials, managing daily schedules, and preparing resources for lessons as needed.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Assisted in the collection and analysis of data on student performance, contributing to ongoing progress monitoring efforts.
- Supported school initiatives by participating in professional development opportunities and collaborating with colleagues on best practices for student growth and achievement.
- Assisted teachers in the development of engaging lesson materials aligned with curriculum standards for various subject areas.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Monitored students on field trips, handling roll call, and group movement to keep youths safe in public settings.
- Assisted in the administration of standardized testing, ensuring accurate assessment of student performance levels.
- Administered tests and assessments to evaluate student progress and performance.
- Participated in professional development workshops, continuously improving teaching skills.
- Supported bilingual students by providing language assistance, promoting language proficiency.
- Supported teachers in grading assignments, ensuring timely feedback for students.
- Assisted in administration of standardized tests, facilitating smooth testing process.
- Monitored student safety during school outings, ensuring secure learning environment.
- Utilized technology in classroom to enhance learning experiences.
- Assisted in organization of school events, contributing to vibrant school culture.
- Facilitated small group tutoring sessions for students struggling in math and reading.
- Assisted in creating lesson plans that accommodated various learning styles, promoting inclusivity.
- Helped teacher prepare instructional material and displays.
- Enforced rules and instructions to maintain discipline.
- Took part in professional development workshops to boost skills.
Education
Bachelor of Science - Education
Grand Canyon University
Phoenix, AZ08-2017
Bachelor of Arts - Education
University of Phoenix
Tempe, AZ08-2016
High School Diploma -
PPEP TEC High School
San Luis, AZ05-2006
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- [Language] translation
- Customer support
- Data entry
- Call center experience
- Document translation
- Payment processing
- Call management
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Wells Fargo
06.2024 - 10.2024
Bilingual Customer Service Representative
Maximus Federal
06.2022 - 02.2024
Scheduling Specialist
TransPerfect Connect
05.2020 - 05.2021
Spanish Interpreter
Cyracom International
02.2017 - 04.2018
Paraprofessional
Cartwright School District
08.2009 - 05.2016
Bachelor of Science - Education
Grand Canyon University
Bachelor of Arts - Education
University of Phoenix
High School Diploma -
PPEP TEC High School