Sandra Crespo
Panama City Beach
Summary
Bilingual Customer Support Specialist with 4+ years of experience providing customer service, claims support, and team leadership in fast-paced environments. Fluent in English and Spanish with experience handling customer inquiries, conflict resolution, KPI-driven performance, and cross-functional collaboration. Seeking a remote customer support role where strong communication and problem-solving skills can contribute to customer satisfaction and business growth.
Overview
5
5
years of professional experience
Work History
Bilingual Supervisor
Teleperformance
12.2022 - 04.2025
- Supervised and coached bilingual customer support agents in high-volume claims environment.
- Conducted performance reviews and coaching sessions to enhance service quality and efficiency.
- Prioritized operational needs while maintaining performance across KPIs, including resolution time and CSAT.
- Applied critical thinking to guide agents toward effective solutions ensuring compliance and customer satisfaction.
Bilingual Agent Customer Service Support
Teleperformance
04.2020 - 12.2022
- Resolved product issues and service inquiries for clients effectively.
- Managed bilingual customer inquiries through diverse communication channels.
- Prioritized multiple active cases while adapting to evolving policies and client needs.
- Trained new agents on operational procedures and tools for enhanced efficiency.
- Facilitated meetings between Spanish-speaking clients and English-speaking staff members.
Education
Bachelor of Language Education - (English as a Second Language)
University of Federico Villarreal
Lima, Peru12.2019
Advanced English Course - English Language
Peruvian-British Cultural Association
Lima, Peru12.2018
Skills
- Customer service and guest experience
- Task prioritization and time management
- Multitasking and conflict resolution
- Clear and professional communication
- Team coordination and support
- Bilingual communication
- Customer onboarding
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Bilingual Supervisor
Teleperformance
12.2022 - 04.2025
Bilingual Agent Customer Service Support
Teleperformance
04.2020 - 12.2022
Bachelor of Language Education - (English as a Second Language)
University of Federico Villarreal
Advanced English Course - English Language
Peruvian-British Cultural Association