NORMA ALDERETE
Summary
Dynamic bilingual customer service professional with a proven track record of delivering exceptional support and ensuring client satisfaction. Recognized for efficiently resolving issues and enhancing customer experiences through effective communication and problem-solving skills. Committed to teamwork and adaptability, consistently aligning with evolving needs to drive results. Dependable and flexible, dedicated to maintaining high standards of service that foster positive interactions and ensure smooth operations.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
CVS Pharmacy
Las Vegas, NV
10.2024 - Current
- Resolved customer inquiries efficiently in both English and Spanish, enhancing service satisfaction.
- Facilitated effective communication by translating documents, forms, and other materials from English to Spanish.
- Supported Spanish and English customers in effectively utilizing company website and executing online orders, contributing to improved satisfaction.
- Investigated and resolved customer issues swiftly, facilitating timely communication and effective solutions.
- Implemented strategies with team members to sustain an orderly workspace and improve operational procedures.
- Acknowledged as a Subject Matter Expert based on a track record of outstanding contributions and peer recognition.
- Developed and launched a team newsletter aimed at improving communication and fostering collaborative efforts.
- Led the OTC Paling Program, driving strategic initiatives and program development.
- Facilitated coaching and mentoring for new hires, ensuring seamless integration into the team.
- Facilitated initiatives and projects to foster improved team collaboration.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
- Resolved escalated calls by efficiently finding satisfactory resolutions for customers and company.
- effectively prioritizing customer issues for swift resolution.
- Achieved compliance with call quality standards and consistently met daily quotas for first-call resolution.
Lead Bilingual Customer Service Associate
Stanley Steemer
Las Vegas, NV
06.2022 - 08.2023
- Coordinated team meetings to evaluate and implement strategies aimed at elevating customer experience and optimizing operational processes.
- Analyzed performance metrics and provided actionable feedback to management for continuous improvement.
- Handled high-pressure customer complaints effectively, ensuring a calm and constructive resolution process.
- Achieved and maintained performance metrics in call handling to ensure exceptional service quality.
- Mentored junior associates on effective strategies for managing challenging situations.
- Enhanced team spirit and performance by articulating clear service expectations and quality objectives to each team member.
- Strengthened customer relationships by attentively addressing concerns and swiftly implementing effective solutions.
- Facilitated efficient handling of high call volumes to enhance customer service experience and minimize wait times.
Bilingual Customer Service Representative
Williams Sonoma
Las Vegas, NV
10.2021 - 12.2021
- Welcomed and assisted customers, ensuring a friendly and supportive environment.
- Achieved high levels of customer satisfaction by efficiently managing inbound call inquiries. Increased response rates through effective email management. Optimized customer outreach by conducting timely outbound calls.
- Addressed and resolved inquiries in English and Spanish, promoting bilingual support and customer satisfaction.
- Executed data entry for shipment details, customer information, and order processing.
- Regularly reviewed and updated information on customer accounts to maintain accuracy.
- Delivered exceptional technical support to enhance user experience.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Bilingual Customer Service Representative
NEON Transportation
Fontana, CA
02.2019 - 10.2021
- Assisted customers in English and Spanish, resolving inquiries efficiently and enhancing satisfaction.
- Processed transactions accurately using point-of-sale systems, ensuring seamless customer experiences.
- Managed communication with clients to arrange and confirm transportation services.
- Coordinated driver dispatch to ensure timely arrival at customer appointments
- Notified customers through outbound calls about the status of their driver en route to ensure timely updates.
- Tracked and organized customer complaints to facilitate effective follow-up and resolution strategies.
- Scheduled and confirmed appointments to optimize client engagement.
- Oversaw communication strategies to enhance responsiveness to emails and calls. Directed inbound and outbound call handling to improve customer engagement. Facilitated seamless email correspondence to strengthen client relations.
Education
High School Diploma -
Kaiser High School
Fontana, CA05.2013
Skills
- Spanish and English fluency
- Problem-solving
- Strong interpersonal skills
- Call center experience
- Multitasking and organization
- Empathy and patience
- Flexibility and adaptability
- Work prioritization
- Verbal and written communication
- Microsoft office
- Call escalation resolution
- Teamwork and collaboration
- Call center operations
- Conflict resolution
Accomplishments
- Persistence and Loyalty - I showed despite the hard moments and my willingness to stay with Stanley Steemer, I gave myself 100% making sure the job was done correctly, and in a timely manner.
- Customer satisfaction - Consistently achieved a 95% customer satisfaction rating.
Certification
- Certified Subject Matter Expert, CVS Pharmacy - December 2024
LANGUAGES
English - Advanced
Spanish - Advanced
Interests
Customer support, Social listening, Technical support, Customer service, Quality assurance, Data entry
Subject Matter Expert
Recognized authority who possesses deep specialized knowledge in customer service
Timeline
Bilingual Customer Service Representative
CVS Pharmacy
10.2024 - Current
Lead Bilingual Customer Service Associate
Stanley Steemer
06.2022 - 08.2023
Bilingual Customer Service Representative
Williams Sonoma
10.2021 - 12.2021
Bilingual Customer Service Representative
NEON Transportation
02.2019 - 10.2021
High School Diploma -
Kaiser High School