Sylvia Huertas
Bensenville,IL
Summary
Dedicated bilingual customer service professional with 12+ years of experience supporting high volume accounts, resolving complex customer issues, and leading teams in fast paced environments. Skilled in CRM and ticketing systems (Salesforce, ServiceNow), with proven success in improving customer satisfaction, streamlining workflows, and delivering top-tier client support. Recognized for empathy, professionalism, and problem-solving under pressure.
Overview
18
18
years of professional experience
Work History
Service Provisioning Specialist
NTT formally Arkadin
Bensenville, USA
07.2022 - 07.2025
- Managed enterprise level customer accounts, ensuring seamless service activation and provisioning.
- Resolved technical issues during service setup, achieving a 98% issue resolution rate within first contact.
- Partnered with cross functional teams to deliver efficient system setups and timely project completion.
Team Lead - Customer Service
Arkadin
Schaumburg, USA
01.2013 - 07.2022
- Led a team of 10+ customer service representatives, coaching staff on policies, compliance, and service excellence.
- Oversaw high volume client inquiries, achieving a 95%+ customer satisfaction rating year over year.
- Streamlined escalation workflows, cutting resolution time by 20% through process improvements.
- Collaborated with sales and technical teams to provide customized client solutions and retention strategies.
Teacher Assistant
Kiddie Korner Academy
Elmwood Park, USA
01.2010 - 01.2013
- Assisted in lesson planning, resource preparation, and student support to enhance learning outcomes.
- Developed strong communication and patience skills that translated into effective client relations.
Shift Supervisor - Customer Service & Operations
Starbucks
Schiller Park, USA
01.2008 - 01.2010
- Supervised store operations, trained new team members, and ensured compliance with service standards.
- Delivered consistent, high quality customer experiences while managing cash handling and daily operations.
- Conducted weekly inventory and maintained accurate financial reporting.
Education
High School Diploma -
West Leyden High School
Northlake, ILSkills
- Customer Service & Client Support
- Conflict Resolution & Escalation Management
- CRM & Ticketing: Salesforce, ServiceNow
- Order Processing & Accuracy
- Attention to Detail in High Volume Environments
- Time Management & Multitasking
- Bilingual: English & Spanish
Timeline
Service Provisioning Specialist
NTT formally Arkadin
07.2022 - 07.2025
Team Lead - Customer Service
Arkadin
01.2013 - 07.2022
Teacher Assistant
Kiddie Korner Academy
01.2010 - 01.2013
Shift Supervisor - Customer Service & Operations
Starbucks
01.2008 - 01.2010
High School Diploma -
West Leyden High School