Melissa Silva
Dalton,GA
Summary
Dynamic bilingual customer service professional with extensive experience at Oportun, excelling in problem-solving and customer satisfaction. Proven track record in training teams and resolving escalated issues, while demonstrating empathy and maintaining high-quality standards. Skilled in payment processing and adept at managing high call volumes effectively.
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Service Representative
Alliant Health Plans
08.2024 - 07.2025
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Bilingual Customer Service Representative
Challenger Turf
07.2022 - 03.2024
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish customers.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted customers in submitting purchase orders, providing them freight quotes and track of shipment on a timely manner.
Bilingual Customer Service Supervisor
Oportun
04.2017 - 08.2020
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Supported upper management in implementing new initiatives aligned with organizational goals.
Education
High School Diploma -
ECCA
Mexico07-2016
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Spanish translation
- Data entry
- Payment processing
- Claims evaluation
- Empathy and patience
Timeline
Bilingual Customer Service Representative
Alliant Health Plans
08.2024 - 07.2025
Bilingual Customer Service Representative
Challenger Turf
07.2022 - 03.2024
Bilingual Customer Service Supervisor
Oportun
04.2017 - 08.2020
High School Diploma -
ECCA
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