Sonia Santellano
Harlingen
Summary
Dynamic Customer Service Representative with a proven track record at TTEC, excelling in complaint resolution and customer relations. Recognized for enhancing team performance through effective training and feedback. Bilingual in English and Spanish, I deliver exceptional support while maintaining a calm demeanor, ensuring customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TTEC
01.2021 - 07.2025
- Responded to customer requests for products, services, and company information.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Qualfon
08.2018 - 12.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt and billing details to customers.
Customer Service Representative
DISH
05.2015 - 11.2017
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and spanish-speaking customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service objectives by providing superior customer service to spanish -speaking customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Education
La Feria Highschool
La Feria , Texas Skills
- Complaint resolution
- Scheduling
- Account updating
- Verbal and written communication
- High-energy attitude
- Skype
- Technical support
- Calm demeanor
- Complaint handling
- Problem resolution
- Customer relations
- Follow-up skills
- Dispute resolution
- Call center experience
- Professional telephone demeanor
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
TTEC
01.2021 - 07.2025
Customer Service Representative
Qualfon
08.2018 - 12.2019
Customer Service Representative
DISH
05.2015 - 11.2017
La Feria Highschool
Similar Profiles
Sheila CerbitoSheila Cerbito
Customer Service Representative (US Retail) at TTECCustomer Service Representative (US Retail) at TTEC
Ana SubiriaAna Subiria
FNOL at TTECFNOL at TTEC
Georgie TouzelGeorgie Touzel
Health Insurance Agent at TTECHealth Insurance Agent at TTEC
Shamieka GuiltyShamieka Guilty
Customer Service Representative at TTECCustomer Service Representative at TTEC
GABRIELLA TORRESGABRIELLA TORRES
Line Cook and Team Lead at Cheddar'sLine Cook and Team Lead at Cheddar's