Laura Cruz
Imperial,MO
Summary
Dynamic Bilingual Customer Service Representative with proven expertise in payment collection and teamwork collaboration. At Spanish Service Center, enhanced customer satisfaction by resolving complex inquiries in both English and Spanish, showcasing fluency and exceptional problem-solving skills. Excelled in high-volume call management, significantly improving resolution efficiency without compromising service quality.
Overview
16
16
years of professional experience
Work History
Bilingual Customer Service Representative
Spanish Service Center
04.2017 - 11.2024
- Retenion Representative
- Handling incoming calls from existing customers that wish to cancel their service.
- Collection Representative
- Handling inbound and outbound calls with existing customers to assist in bringing accounts current.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- 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.
- Skilled at working independently and collaboratively in a team environment.
Bilingual Customer Service Representative
Service Protection Direct
04.2012 - 11.2016
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Educated customers about billing, payment processing and support policies and procedures.
Dietary/Server
Delmar Gardens South
06.2008 - 04.2012
- Improved patient satisfaction by providing timely and efficient meal service to residents.
- Provided compassionate care for elderly residents while assisting them during mealtimes, fostering a supportive atmosphere.
- Demonstrated exceptional attention to detail when preparing meals according to specific dietary restrictions or allergies.
- Collaborated with the kitchen staff to ensure accurate food orders and special diet requirements were met.
- Bussed and reset tables to keep dining room and work areas clean.
- Set up banquets and guest rooms with customized products and beverages.
- Managed telephone inquiries as needed.
Education
Jefferson Community College
Hillsboro, MOHigh School Diploma -
Windsor High School
Imperial, MO05-2007
Skills
- Fluent in Spanish
- Payment collection
- Call center experience
- Teamwork collaboration
Timeline
Bilingual Customer Service Representative
Spanish Service Center
04.2017 - 11.2024
Bilingual Customer Service Representative
Service Protection Direct
04.2012 - 11.2016
Dietary/Server
Delmar Gardens South
06.2008 - 04.2012
Jefferson Community College
High School Diploma -
Windsor High School
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