Sherley H. Mancebo
Oakland,FL
Summary
Dynamic Bilingual Customer Service Representative with 11 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Language
Work History
Quality Assurance Analyst Remote
Qualfon Inc.
06.2022 - 02.2024
- Organized and maintained work environment to allow for maximum productivity.
- Evaluated potential software vendors, assessing their abilities to meet project needs and recommending the most suitable candidates for partnership.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Mentored and coached team members on QA topics and strategies.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
Bilingual Customer Service Agent Remote
Tempus Unlimited
01.2022 - 06.2022
- Collaborated with colleagues to share best practices for handling difficult customer interactions, fostering a supportive work environment.
- Cross-trained and backed up other customer service managers.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Utilized Spanish proficiency to build relationships with Spanish speaking customers.
- Provided language translation services for customer service inquiries.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Conducted thorough research to resolve disputes and identify areas for improvement, leading to enhanced customer experience.
- Met customer service objectives by providing superior customer service spanish -speaking customers.
Bilingual Secretary
My Psychiatric Doctor
09.2020 - 12.2022
- Performed research to collect and record industry data.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Coordinated schedules and managed appointments for executives, prioritizing tasks based on urgency and importance.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed filing system, entered data and completed other clerical tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Maintained accurate records of phone calls, messages, and correspondence in both English and Spanish for easy reference by all staff members.
- Provided top-notch customer service to clients in both English and Spanish, resolving issues quickly and effectively.
- Organized and maintained bilingual filing systems to improve accessibility and efficiency.
- Enhanced communication efficiency by translating and proofreading documents in both English and Spanish.
- Proven ability to learn quickly and adapt to new situations.
Bilingual Customer Service Specialist Remote
United Healthcare Insurance
01.2018 - 04.2020
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Maintained and managed customer files and databases.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Served as the primary point of contact for Spanish-speaking clients, offering seamless service regardless of language preference.
- Managed high call volumes while maintaining professionalism under pressure, earning recognition for exceptional performance and dedication to customer service.
- Developed a deep understanding of customer service principles and customer service best practices.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Participated in regular performance evaluations, consistently receiving praise for excellent bilingual communication skills and strong work ethic.
- Met all call quality standards and daily quotas for first-call resolution.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries in both English and Spanish.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and spanish-speaking customers.
- Trained new personnel regarding company operations, policies and services.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
High School Diploma -
Dave Thomas East
Pompano Beach, FL 05.2001 -
Associate of Science - Social Work
Broward College
Fort Lauderdale, FL 05.2001 -
Skills
Technical Analysis
Microsoft Excel
Customer Retention Strategies
Complaint resolution
Excellent Communication
Scheduling
Customer Relations
Problem-Solving
Spanish Fluency
CRM system proficiency
Call Documentation
Timeline
Quality Assurance Analyst Remote
Qualfon Inc.
06.2022 - 02.2024
Bilingual Customer Service Agent Remote
Tempus Unlimited
01.2022 - 06.2022
Bilingual Secretary
My Psychiatric Doctor
09.2020 - 12.2022
Bilingual Customer Service Specialist Remote
United Healthcare Insurance
01.2018 - 04.2020
High School Diploma -
Dave Thomas East
05.2001 -
Associate of Science - Social Work
Broward College
05.2001 -
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