Maria Loza
Austin
Summary
Bilingual customer service professional with a proven track record in resolving inquiries and enhancing satisfaction. Skilled in CRM navigation and problem-solving, delivering impactful results in dynamic environments.
Overview
19
19
years of professional experience
Work History
Bilingual Call Center Agent Remote
TTEC
Austin, TX
02.2025 - Current
- Managed bilingual customer inquiries through phone
- Resolved customer complaints efficiently, ensuring high satisfaction levels.
- Maintained accurate records of customer interactions in CRM systems.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in both English and Spanish language.
- Process payments over the phone.
Bilingual Liaison
TTEC
Austin, TX
01.2024 - 02.2025
- Facilitated communication between departments to enhance collaboration and streamline processes.
- Developed training materials for new hires, improving onboarding efficiency and team integration.
- Managed project timelines and deliverables to ensure alignment with organizational goals.
- process incoming payments with checks.
- Complete any special projects assigned by client
- Facilitated communication between English and Spanish-speaking clients, enhancing customer satisfaction.
Bilingual Clerk
TTEC
Austin, TX
08.2023 - 01.2024
- Processed customer inquiries efficiently through multiple communication channels.
- Maintained accurate records in CRM systems to enhance data integrity.
- Collaborated with team members to streamline workflow and improve service delivery.
- Trained new staff on operational procedures and company policies for consistency.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Proces payments over the phone.
- Processed customer inquiries in English and Spanish, enhancing communication efficiency.
Bilingual Team Lead
Faneuil
Austin, TX
05.2022 - 08.2023
- Oversaw daily operations, ensuring team adherence to quality standards and protocols.
- Mentored team members, fostering skill development and improving overall performance.
- Implemented process improvements that enhanced workflow efficiency and reduced bottlenecks.
- Coordinated project assignments, aligning resources with organizational objectives and deadlines.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Bilingual Customer Service Representative
Faneuil
Austin, TX
06.2021 - 05.2022
- Delivered exceptional bilingual support to customers via phone and email, enhancing overall satisfaction.
- Resolved complex customer inquiries efficiently, leveraging problem-solving skills to ensure timely responses.
- Utilized CRM software to track interactions and maintain accurate customer records for improved service delivery.
- 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.
- Process payments over the phone.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
Server
Dennys Restaurant
Austin, TX
08.2007 - 05.2021
- Delivered exceptional customer service in fast-paced dining environment.
- Managed multiple tables efficiently, ensuring timely order delivery and customer satisfaction.
- Trained new staff on menu offerings and service protocols, enhancing team performance.
- Collaborated with kitchen staff to streamline food preparation and minimize wait times.
- Assisted in inventory management, monitoring stock levels to reduce waste and ensure availability.
- Maintained cleanliness and organization of dining area, promoting a welcoming atmosphere for guests.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
High School Diploma -
Travis Hig School
Austin, TX05-2007
Skills
- Goal oriented
- Empathy and patience
- Cross-cultural awareness
- CRM navigation
- Call handling
- Problem-solving skills
- Verbal and written communication
- Cash handling
- FLUENT IN English and Spanish
- Microsoft office knowledge
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Bilingual Call Center Agent Remote
TTEC
02.2025 - Current
Bilingual Liaison
TTEC
01.2024 - 02.2025
Bilingual Clerk
TTEC
08.2023 - 01.2024
Bilingual Team Lead
Faneuil
05.2022 - 08.2023
Bilingual Customer Service Representative
Faneuil
06.2021 - 05.2022
Server
Dennys Restaurant
08.2007 - 05.2021
High School Diploma -
Travis Hig School