Melissa Collazo
Weslaco,TX
Summary
Bilingual Customer Service Representative with 10years 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.
Knowledgeable and dedicated customer service professional with extensive experience in Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Representative
Advance Call Center Technologies
02.2014 - Current
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- 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.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Translated documents, forms and other materials from to English to Spanish.
- Investigated and resolved customer inquiries and complaints quickly.
Online Sales Manager
Feniex Industries
09.2020 - 11.2022
- Managed online metrics and made recommendations for continued improvement and optimization.
- Monitored online marketplaces for accuracy, product offerings and pricing and influenced data sources to identify gaps and opportunities.
- Generated monthly sales reports and shared insights and recommendations to drive sales.
- Analyzed online sales data and developed action plans to improve margin, revenue and processes.
- Improved online sales conversion rates by 80% while fostering amazing customer experiences.
- Diagnosed and resolved technical challenges for customers to facilitate online order process.
- Drove strategy for online platform, order management and fulfillment process to meet company objectives.
- Conducted team meetings and offered one-one-one guidance to maximize productivity and help employees reach full potential.
- Responded to internet inquiries and phone calls in timely matter.
- Updated company website with deals and product packages.
- Increased sales and customer satisfaction through personalized servicing.
- Exceeded targets by building, directing, and motivating high-performing sales team.
- Located merchandise across various stores to address customer needs.
- Kept detailed records of sales and contracts.
- Trained sales staff on company procedures and salesmanship.
Home Health Care Provider
Santa FE
07.2019 - 05.2020
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Completed household management tasks for clients within private home settings.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Provided assistance to clients by handling household cleaning duties, managing schedules, and transporting to and from medical appointments.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Followed nutritional plans to prepare optimal meals.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Developed rapport to create safe and trusting environment for care.
Assistant Store Manager
Smoke Tx Bbq & Watering Hole
02.2017 - 07.2019
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Hostess
Apple Bee's
01.2013 - 12.2013
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Accommodated special seating requests for guests to enhance satisfaction.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
Education
Associate Degree - Medical Assistants
Southern Careers Institute Harlingen
1122 Morgan Blvd, Harlingen, TX 7855012.2023
High School Diploma -
Rio Hondo High School
Rio Hondo, TX05.2013
Skills
- Caller Assistance
- Sales Promotion
- Call Management
- Customer Support
- Spanish Translation
- Payment Processing
- Call Center Operations
- Claims Evaluation
- Online Marketing
- Inventory Monitoring
- Salesforce
- General Housekeeping
- Patient Transportation
- Personal Hygiene Assistance
- Patient Care
- Housekeeping
- First Aid and Safety
- Meal Preparation
- Event Planning
- Server Support
- Guest Engagement
- Customer Service
- Medical Terminology
- Phlebotomy
- Inventory Management
- Indirect Patient Care
- Medical Office Administration
- Electronic Medical Records
- Specimens Collection and Processing
- Wound Care Specialist
- Trustworthy Companion
- CPR
- Vital Sign Monitoring
- Knowledge of EKG Rhythm Interpretation
Timeline
Online Sales Manager
Feniex Industries
09.2020 - 11.2022
Home Health Care Provider
Santa FE
07.2019 - 05.2020
Assistant Store Manager
Smoke Tx Bbq & Watering Hole
02.2017 - 07.2019
Bilingual Customer Service Representative
Advance Call Center Technologies
02.2014 - Current
Hostess
Apple Bee's
01.2013 - 12.2013
Associate Degree - Medical Assistants
Southern Careers Institute Harlingen
High School Diploma -
Rio Hondo High School