Mayra Salazar
Las Vegas,NV
Summary
Proven to excel in bilingual customer support, I leveraged my fluency and problem-solving skills at Sunbit to enhance customer satisfaction and exceed performance metrics. My expertise in CRM systems and de-escalation techniques significantly improved resolution rates, showcasing my ability to maintain professionalism under pressure and drive positive outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative 2
Sunbit
Las Vegas, NV
09.2022 - 08.2024
- Communicated with management when customer issues escalated and worked to find resolutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Logistics, and Scheduling
Mad Dash Inc.
Las Vegas, NV
12.2020 - 10.2021
- Resolved scheduling conflicts proactively by identifying potential issues early on and implementing alternative solutions as necessary.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Scheduled appointment for urgent or Same day repairs
- Performed inbound and outbound calls
- Performed closing task and emailing technicians daily for reminders
Customer Loyalty Specialist
Employer
02.2022 - 02.2023
- Mentored new employees, sharing knowledge on policies, procedures, systems, and best practices related to customer loyalty operations within the organization.
- Delivered informative presentations at company meetings, sharing insights on customer satisfaction trends and actionable strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Reinstate policy, insurances and assist with processing payments and cancel policies if past due
- Set up payment plans on final audits
Operator and Dispatcher
Answerwest
Reno Nv
07.2020 - 07.2021
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Answered phone calls and responded to customer emails.
- Received incoming calls from medical or hospitals patients after they closed and relay emergency messages the next business day or same day
Customer Service Representative
Paycheck Advance
Reno, NV
03.2018 - 03.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Performed collection calls daily
- Assisted with approving loans
- Insured that the office and lobby were clean at all times
Dispatcher
RTC Access
Reno, NV
02.2019 - 02.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Operated a verity of communication equipment, including a two-way radio, telephone computer, mobile dispatch terminal, and scheduling system
Receptionist
911 Restoration
Reno, NV
09.2018 - 10.2019
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Dispatcher
Whittlesea Cab Company
Reno, NV
01.2017 - 01.2019
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Analyzed customer feedback and provided solutions to improve customer service.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
Teacher Aide
Washoe County School District
Reno, NV
01.2016 - 01.2019
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Helped students explore concepts with engaging, learning-focused activities.
- Implemented reading and writing workshops to increase student literacy and support school reading programs.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Fostered student curiosity and interest through creative hands-on activities.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
Cashier
Quick Stop Gas Station
Reno, NV
01.2015 - 08.2015
- Built positive relationships with customers to increase repeat business.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Quickly and accurately counted drawers at start and end of each shift.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored areas for security issues and safety hazards.
- Promoted a safe working environment with thorough adherence to company policies and safety protocols.
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Conducted regular inventory checks on point-of-sale materials, ensuring availability of necessary supplies for smooth functioning of the cashier area.
- Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
- Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Shift Supervisor
Cvs
Sparks, NV
02.2014 - 02.2015
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed store opening and closing procedures and balanced tills.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Implemented policies and standard operating procedures for continuous improvement.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
Hostess Cashier
Rail City Casino
Sparks, NV
01.2014 - 12.2014
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Picking Packer
Staffing Agency
Reno, NV
06.2013 - 06.2014
- Pulled orders quickly to maintain demanding productivity goals.
- Graded and packaged finished products, transporting items for additional processing, storage, or shipment off-site.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Assisted in inventory management by keeping accurate records of stock levels and reporting discrepancies promptly.
- Maintained a clean and safe work environment, adhering to safety protocols and reducing workplace accidents.
Shift Manager
McDonald's Restaurant
Reno, NV
01.2009 - 05.2013
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Analyzed customer feedback and provided solutions to improve customer service.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
Education
Certificate - CNA
Trucker Meadows Community College
Reno, NV05.2016
GED -
Washoe High School
Reno, NV2010
Skills
- Fluent Bilingualism
- Problem-Solving
- Spanish translation
- Customer Support
- Call center experience
- Payment Processing
- Payment Collection
- Call Center Operations
- CRM Systems
- Refund Processing
- Complaint tracking
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Problem Resolution
- Data Entry
- Understanding Customer Needs
- Calm Under Pressure
- Work Prioritization
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Professional telephone demeanor
- Multi-line phone talent
- Money handling abilities
- Remote Office Availability
- 35 wpm Typing Speed
- De-Escalation Techniques
- Following scripts
- Complaint resolution
- Policies and Procedures Adherence
- Product and service knowledge
- POS systems expert
- Store maintenance
- Customer Relationship Management (CRM)
Certification
Certified nursing assistant
- CPR/AED Certification
- First Aid Certification
- Basic Life Support Certification (BLS)
- ServSafe Food Handler's Certification
- Certified Nursing Assistant (CNA)
Languages
Spanish
Professional Working
Timeline
Bilingual Customer Service Representative 2
Sunbit
09.2022 - 08.2024
Customer Loyalty Specialist
Employer
02.2022 - 02.2023
Logistics, and Scheduling
Mad Dash Inc.
12.2020 - 10.2021
Operator and Dispatcher
Answerwest
07.2020 - 07.2021
Dispatcher
RTC Access
02.2019 - 02.2020
Receptionist
911 Restoration
09.2018 - 10.2019
Customer Service Representative
Paycheck Advance
03.2018 - 03.2020
Dispatcher
Whittlesea Cab Company
01.2017 - 01.2019
Teacher Aide
Washoe County School District
01.2016 - 01.2019
Cashier
Quick Stop Gas Station
01.2015 - 08.2015
Shift Supervisor
Cvs
02.2014 - 02.2015
Hostess Cashier
Rail City Casino
01.2014 - 12.2014
Picking Packer
Staffing Agency
06.2013 - 06.2014
Shift Manager
McDonald's Restaurant
01.2009 - 05.2013
Certificate - CNA
Trucker Meadows Community College
GED -
Washoe High School