Lia Robles
Charlotte ,NC
Summary
Dynamic Bilingual Customer Service Representative with 6 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Agent
Conduent Call Center
Charlotte, NC, NC
07.2022 - Current
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Provided ongoing guest service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Bilingual Customer Service Representative
One Call
Charlotte, NC
09.2021 - 06.2022
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Maintained and managed customer files and databases.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Type-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Answered up to Number calls per day in busy, fast-paced office for both English and Type-speaking customers.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided ongoing guest service.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered prompt service to prioritize customer needs.
Bilingual Customer Service Representative
Duke Energy
02.2018 - 06.2020
- Filled out Type forms and related documentation to assist callers with obtaining required services and resolving issues.
- Entered customer interaction details in Software to track requests, document problems and record solutions offered.
- Answered up to Number calls per day in busy, fast-paced office for both English and Type-speaking customers.
- Described and explained details about Product or Service options to inform customers and guide purchasing decisions.
- Helped Number customers every Timeframe by approaching conversations with positive attitude and Action.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Updated and maintained information in customer accounts for Number customers.
- Adhered to efficiency metrics of service including Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Provided language translation and customer service skills to clients in Industry business sectors.
Fast Food Supervisor
Chick Fil A
01.2015 - 12.2017
- Oversaw meal planning for residents by developing special activities theme meals.
- Controlled labor costs with good planning, scheduling and delegating abilities.
- Evaluated kitchen staff performance and motivated improvements with encouragement, retraining and contests.
- Directed work of cooks, food handlers and dishwashers to maintain efficient operations.
- Kept costs under control by managing portions and minimizing food waste caused by overcooking.
Education
High School Diploma -
Olympic High School
Charlotte, NC05-2015
Skills
- Cash Handling
- Account Management
- Quality Management
- Billing Inquiries
- Customer Accounts Management
- Billing Systems
- Store Operations
- Payment Collection
- Bilingual (Spanish)
- Problem-solving
- Call center operations
- Credit card processing
- Sales expertise
- Order fulfillment
- Administrative support
- Stocking and replenishing
- Professional telephone demeanor
- Good listening skills
- Creative problem solving
- Multi-line phone talent
- Recordkeeping strengths
- Receiving support
- Customer Service and Assistance
- Call Documentation
- Building Customer Trust and Loyalty
- Interpretation and Translation Services
- Special Requests
- Order and Refund Processing
- Service Recommendations
- Spanish Interpreting
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Customer Account Management
- Information Updates
- Issue and Complaint Resolution
- Understanding Customer Needs
- Strong Telephone Etiquette
- Call Center Operations
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Compliance Issues
- Telephone Orders
- Customer Feedback
- Client Resolution
- Account Changes
- Online Chat
- High-Volume Environments
- Microsoft Word
- Accurate Recordkeeping
- Investigation of Claims
- Call Volume and Quality Metrics
- Microsoft Excel
- Team-Oriented and Cooperative
- Computer Proficiency
- Routine Adjustment
- Invoice Preparation and Processing
- Business Correspondence
- Sales Report Generation
- Policy and Procedure Adherence
- Sales Quota Achievement
- Patient and Empathetic
- Call Screening
- Online Systems
- Product and Service Solutions
- Store Organization
- Excellent Attention to Detail
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Agent
Conduent Call Center
07.2022 - Current
Bilingual Customer Service Representative
One Call
09.2021 - 06.2022
Bilingual Customer Service Representative
Duke Energy
02.2018 - 06.2020
Fast Food Supervisor
Chick Fil A
01.2015 - 12.2017
High School Diploma -
Olympic High School