Sylvia Avendano
Downey
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
16
16
years of professional experience
Work History
Bilingual Customer Service Representative
Input 1
Woodland Hills, CA
08.2024 - Current
- Provided bilingual support to customers, enhancing communication and satisfaction across diverse client base.
- Resolved complex customer inquiries using advanced troubleshooting techniques and product knowledge.
- Collaborated with teams to streamline service processes, improving response times and operational efficiency.
- Mentored junior representatives, fostering skill development and promoting a collaborative work environment.
- Trained staff on bilingual communication protocols, elevating overall team performance and customer interaction quality.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
Customer Service Specialist
Signet Jewelers
Fairlawn, Ohio
02.2022 - 02.2024
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance.
- Resolved escalated customer issues quickly and efficiently while adhering to company policy.
- Developed effective relationships with customers through active listening, problem-solving, and follow up communication.
- Met daily customer service quotas with a focus on quality.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Updated and maintained database with accurate customer information and timely data entry.
- Utilized strong organizational skills to manage multiple tasks while maintaining accuracy and attention to detail.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Addressed customers courteously using suitable methods and problem-solving skills.
Technical Recruiter Specialist
DV Recruiting Services
Whittier, CA
02.2020 - 02.2024
- Developed and implemented targeted sourcing strategies to attract top technical talent.
- Conducted comprehensive candidate assessments to ensure alignment with client requirements.
- Managed end-to-end recruitment process, enhancing client satisfaction and candidate experience.
- Collaborated with hiring managers to refine job descriptions and optimize selection criteria.
EVS Supervisor
PBM Professional Building Maintenance
Sun Valley, CA
01.2017 - 02.2022
- Encouraged continuous improvement efforts through feedback sessions with employees.
- Participated in budget planning meetings to identify areas where expenses could be reduced without compromising service quality.
- Coordinated and supervised daily operations of Environmental Services staff, ensuring compliance with established safety protocols.
- Performed preventative maintenance on all departmental equipment including vacuums, washers and extractors, floor machines.
- Reviewed customer complaints regarding cleanliness issues and took corrective action as necessary.
- Maintained accurate records of time worked by each staff member and submitted payroll information accordingly.
- Organized special projects such as deep cleaning initiatives or carpet shampooing campaigns.
Dispatcher
GSI Guards Systems Inc.
Monterey Park, CA
03.2012 - 05.2017
- Excelled in multitasking to manage a high call volume with professionalism and efficiency.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
- Responded quickly to emergency situations involving security guards and field supervisors.
Teacher Aide
Zinsmeyer Academy
Long Beach, CA
06.2010 - 04.2017
- Managed student behavioral issues to optimize classroom learning environment.
- Motivated and engaged students, developing skills and knowledge for academic foundation.
- Developed and maintained classroom environment conducive to learning and appropriate for social and emotional development of students.
- Developed strategies to effectively manage classroom behavior, promote positive learning environment and ensure student safety.
- Engaged students in critical thinking skills through inquiry based activities that encouraged creative problem solving.
Education
Associate in Arts (A.A.) - Applied Psychology
East Los Angeles College
CASkills
- Attention to Detail
- Adaptability
- CRM Software
- Computer Proficiency
- Salesforce
- Product Education
- Effective Communication
- Escalation management
- Team Collaboration
- Product and service knowledge
- Multitasking
- Problem-solving aptitude
- Translation and Interpretation Services
- Reliability
- Policies and Procedures Adherence
- Transaction Processing
- Customer Service
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Excellent Communication
- Customer support
- Data entry
- Call center experience
- Payment processing
- Document translation
- Product knowledge
- Payment collection
- Call center operations
LANGUAGES
Spanish
Bilingual
Timeline
Bilingual Customer Service Representative
Input 1
08.2024 - Current
Customer Service Specialist
Signet Jewelers
02.2022 - 02.2024
Technical Recruiter Specialist
DV Recruiting Services
02.2020 - 02.2024
EVS Supervisor
PBM Professional Building Maintenance
01.2017 - 02.2022
Dispatcher
GSI Guards Systems Inc.
03.2012 - 05.2017
Teacher Aide
Zinsmeyer Academy
06.2010 - 04.2017
Associate in Arts (A.A.) - Applied Psychology
East Los Angeles College