Miguel Huerta
Overland Park,KS
Summary
Experienced Customer Service Representative fluent in English and Spanish language. 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.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative
Alliance Data
02.2021 - 09.2021
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through phone for both English and Spanish speaking customers.
- Resolved concerns with services to help with retention and call quality.
- Answered up to 150 calls per day in busy, fast-paced office for both English and Spanish peaking customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated and maintained information in customer accounts.
Cook
Brookdale Senior Living Facility
02.2019 - 05.2019
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
- Communicated closely with servers to fully understand special orders for customers.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Transitioned between breakfast and lunch service.
- Inspected appliances, commercial fryers, and ovens to verify proper working order.
Bilingual Customer Service Representative
Alliance Data
12.2014 - 12.2018
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through phone for both English and Spanish speaking customers.
- Resolved concerns with services to help with retention and customer satisfaction
- Answered up to 150 calls per day in busy, fast-paced office for both English and Spanish speaking customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Manager
Cricket Wireless
02.2008 - 05.2014
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Recorded inventory sales into organization's weekly income report.
Education
Entrepreneurship - Business
Johnson County Community College
Overland Park, KSHigh School Diploma -
Shawnee Mission North High School
Overland Park, KS05.2008
Skills
- Strong Telephone Etiquette
- B2B Service
- High-Volume Environments
- Till Counting
- Spanish Interpreting
- Performance Goals
- Customer Service and Assistance
- Client Resolution
- Store Layouts
- Microsoft Office
- Records Review
- Accurate Recordkeeping
- Productivity Standards
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Online Systems
- Understanding Customer Needs
- Issue and Complaint Resolution
- Dispute Resolution
- Loss Prevention Goals Monitoring
- Policy and Procedure Adherence
- Trained in Salesforce
- Call Volume and Quality Metrics
- Customer Account Management
- Invoice Preparation and Processing
- Document and Records Management
- POS Systems and Ordering Platforms
- Customer Information Databases
- Sales Report Generation
- Store Organization
- Sales Quota Achievement
- Materials Movement
- Privacy and Confidentiality
- Sales and Upselling
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Bilingual Customer Service Representative
Alliance Data
02.2021 - 09.2021
Cook
Brookdale Senior Living Facility
02.2019 - 05.2019
Bilingual Customer Service Representative
Alliance Data
12.2014 - 12.2018
Manager
Cricket Wireless
02.2008 - 05.2014
Entrepreneurship - Business
Johnson County Community College
High School Diploma -
Shawnee Mission North High School
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