Sebastian Silva
Happy Valley
Summary
Dynamic professional with strong bilingual communication skills. Experienced in customer service and technical troubleshooting, ensuring high levels of satisfaction and efficient problem resolution.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
American Express
Mexico
03.2020 - 09.2021
- Delivered exceptional bilingual support to diverse customer inquiries, enhancing overall satisfaction.
- Resolved complex account issues by utilizing advanced troubleshooting techniques and system knowledge.
- Collaborated with cross-functional teams to streamline processes, improving service efficiency and response times.
- Trained and mentored new representatives on best practices and systems, fostering a knowledgeable workforce.
- 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.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Utilized [Spanish] proficiency to build relationships with [Spanish]-speaking customers.
Private Guitar Teacher
Self-employeed
Portland, OR
06.2020 - Current
- Developed customized lesson plans tailored to individual student needs and skill levels.
- Instructed students in music theory, technique, and performance across various genres.
- Fostered a positive learning environment that encouraged creativity and self-expression.
- Mentored aspiring guitar instructors on best practices for teaching methodologies.
- Streamlined scheduling processes to maximize student availability and lesson efficiency.
- Provided constructive feedback during practice sessions, helping students refine their technique and develop greater proficiency on the guitar.
- Inspired a love for music by sharing personal experiences in performance and fostering a passion for playing the guitar among students.
- Promoted healthy practice habits by educating students about proper posture, hand positioning, and techniques to prevent injury.
- Cultivated a supportive learning environment that encouraged creativity, self-expression, and personal growth.
- Incorporated various genres of music into lessons to broaden students'' exposure and appreciation for different styles.
- Utilized various assessment methods to gauge student comprehension and mastery of materials, ensuring the effectiveness of teaching strategies.
Professional Musician
Unto Others/5B Artist Management
Portland, OR
06.2017 - Current
- Composed and arranged original music for diverse projects, enhancing artistic collaboration and audience engagement.
- Performed live in various venues, showcasing versatility across genres and increasing fan base reach.
- Collaborated with producers to refine sound quality and achieve desired artistic vision in recordings.
- Developed promotional materials to enhance market presence and attract new opportunities within the music industry.
- Coordinated rehearsals and performances, ensuring seamless execution of shows while managing logistics efficiently.
- Analyzed audience feedback to inform creative direction and improve overall performance experience.
- Established strong relationships with industry professionals, expanding networking opportunities for future collaborations.
- Earned a reputation for professionalism by maintaining punctuality, preparedness, and effective communication in all interactions with clients and colleagues.
- Curated setlists tailored to specific audiences or event themes, ensuring an engaging experience that resonated with listeners.
- Refined instrumental skills through diligent practice and professional development workshops, leading to improved technical proficiency and versatility.
- Developed a loyal fan base through consistent social media interaction and captivating live shows, increasing ticket sales and merchandise revenue.
- Achieved critical acclaim by consistently delivering memorable performances that resonated with audiences and garnered positive press coverage.
Social Media Content Creator
Self-employeed
Portland, OR
06.2017 - Current
- Developed engaging content strategies to enhance audience interaction across multiple social media platforms.
- Created and scheduled daily posts, optimizing timing for maximum reach and engagement.
- Analyzed performance metrics to refine content strategy and improve follower growth.
- Collaborated with brands to produce tailored promotional materials that align with marketing goals.
Education
High School Diploma -
Oregon City High School
Oregon City, OR06-2013
Skills
- Fluent bilingualism
- Customer service
- Problem-solving
- Customer support
- Data entry
- Call center experience
- Payment processing
- Document translation
- Payment collection
- Call center operations
- Multitasking and organization
- Empathy and patience
- Active listening
- Verbal and written communication
- Flexibility and adaptability
- Technical troubleshooting
- Conflict resolution
- Customer needs assessment
- Workflow management
- Telephone etiquette
- Stress management
- Interpretation support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Dutch
Limited Working
Portuguese
Limited Working
Timeline
Private Guitar Teacher
Self-employeed
06.2020 - Current
Bilingual Customer Service Representative
American Express
03.2020 - 09.2021
Professional Musician
Unto Others/5B Artist Management
06.2017 - Current
Social Media Content Creator
Self-employeed
06.2017 - Current
High School Diploma -
Oregon City High School