Mario Lara
Brownsville,TX
Summary
Achieved significant improvements in customer resolution rates, showcasing a commitment to excellence and a results-driven approach. Experienced Customer Service Representative fluent in English and Spanish.Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
IQor
10.2022 - Current
- Respond to customer inquiries via phone, email, and chat
- Resolve customer complaints and issues in a timely and professional manner
- Process orders, returns, and exchanges
- Provide product information and recommendations to customers
- Maintain accurate customer records and order information in CRM system
- Collaborate with other departments to ensure customer satisfaction
- Identify and escalate complex issues to senior customer service representatives or managers
- Participate in training and development programs to improve customer service skills
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience.
Bilingual Customer Service Representative
Foundever
03.2018 - 10.2022
- Handle approximately 30 calls a day inbound and outbound .
- responding to customer inquiries via phone, email, or chat
- Providing information about products or services
- Processing orders, forms, and applications
- Addressing and resolving customer complaints or concerns
- Managing customer accounts and maintaining customer records
- Conducting customer satisfaction surveys and providing feedback to management
- Collaborating with other departments to ensure timely and accurate resolution of customer issues
- Up selling or cross-selling products or services to customers
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
Customer Service Representative/Sales Agent
Senture
07.2015 - 04.2018
- Managed approximately 50 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.
- Responded to customer requests for products, services, and company information.
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guide
Education
High School Diploma -
Penn Wood Foster High School
Brownsville, TX05.2006
Skills
- Fluent Bilingualism
- Problem-Solving
- Salesforce CRM
- Billing Adjustments and Refunds
- Inbound Call Management
- Customer Support
- Call center experience
- Payment Processing
- Upselling strategies
- Call Management
- Payment Collection
- Call Center Operations
- Caller Assistance
- Service Recommendations
- CRM Systems
- Refund Processing
- Account Management
- CRM Software Usage
- Sales Promotion
- Claims Evaluation
- Spanish Fluency
- Customer Service
- Computer Skills
- Data Entry
- Microsoft Office
- Sales and Up selling
- Order Processing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
IQor
10.2022 - Current
Bilingual Customer Service Representative
Foundever
03.2018 - 10.2022
Customer Service Representative/Sales Agent
Senture
07.2015 - 04.2018
High School Diploma -
Penn Wood Foster High School