Maria Fernanda Moreno Sabillon
Lakeland
Summary
Dynamic bilingual customer service representative with expertise in crisis management, effective communication, and empathy. Proven ability to resolve customer inquiries and enhance satisfaction in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
Lakeland
05.2025 - Current
- -High-Volume Customer Support: Managed an average of 20-50 incoming inquiries daily, assisting policyholders with auto, cycle insurance accounts in a fast-paced call center environment.
- Managed policy renewals, endorsement changes, cancellations, and premium payments with strict adherence to state regulations and company guidelines, ensuring compliance and accuracy.
- Resolved billing discrepancies and urgent customer concerns with empathy, consistently achieving high customer satisfaction ratings.
- De-escalated tense situations for policyholders facing stress from accidents or rate increases, providing clear guidance and support.
Warehouse Forklift Operator and Trainer
DHL Supply Chain
Lakeland
08.2022 - 05.2025
- Operate forklifts to manage inventory efficiently, enhancing delivery speed and accuracy.
•Ensure warehouse safety by adhering to protocols, contributing to fewer accidents.
•Organize products systematically, optimizing space and improving workflow.
•Participate in safety meetings, staying informed on best practices for forklift operations.
•Trained new team members on safe forklift operations, fostering a culture of safety and teamwork that led to a notable decrease in on-site incidents.
•Promoted a positive work environment by actively participating in safety meetings, encouraging team engagement and continuous
improvement.
Blingual Customer Service Representative
SYKES
Lakeland
12.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in both English and Spanish through phone and chat channels to address inquiries.
Education
Associate of Arts -
Polk State College
Lakeland05-2024
Skills
- Customer relationship management
- Bilingual communication
- Call center operations
- Telephone etiquette
- Script adherence
- Escalation resolution
- Crisis management
- Problem resolution
- Attention to detail
- Time management
- High-stress management
- Effective communication
- Verbal communication
- Safety compliance
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
05.2025 - Current
Warehouse Forklift Operator and Trainer
DHL Supply Chain
08.2022 - 05.2025
Blingual Customer Service Representative
SYKES
12.2019 - 06.2021
Associate of Arts -
Polk State College