Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Tula Diaz Elizondo

Brownsville,TX

Summary

Professional bilingual customer service expert with proven track record in delivering exceptional support and resolving complex issues. Adept in communication, problem-solving, and relationship-building with diverse clientele. Strong focus on team collaboration, adaptability, and achieving results in fast-paced environments. Skilled in conflict resolution, active listening, and multi-tasking to meet and exceed customer expectations.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Bilingual Customer Care Specialist

Bread Financial
01.2021 - Current
  • Inbound call specialist assisting customers with their credit cards managed by Comenity Capital Bank
  • Retaining customers not to cancel their accounts by assisting them and finding solutions for them to be convinced to not close their accounts
  • Fostered a positive work environment by supporting colleagues in their bilingual responsibilities when needed due to workload or skillset limitations.
  • Boosted customer retention with empathetic listening, problem-solving abilities, and cultural understanding.
  • Resolved complex customer issues by leveraging bilingual communication skills and deep product knowledge.
  • Enhanced customer satisfaction by providing timely and accurate information in both English and Spanish languages.
  • Utilized CRM systems effectively to track customer interactions, monitor trends, and provide personalized assistance based on individual needs.
  • Maintained high levels of professionalism when handling sensitive or confidential information from customers in both languages.
  • Assisted in training new hires on bilingual support protocols, ensuring consistent service quality across the team.
  • Reinforced brand image through consistently courteous interactions that showcased the company''s commitment to diversity and inclusion.
  • Participated in continuous improvement efforts by sharing insights on common customer issues with relevant departments for proactive solutions development.
  • Improved workflow efficiency by translating critical documents between English and Spanish for the team''s use.
  • Collaborated with cross-functional teams to address language barriers and streamline communication processes.
  • Conducted bilingual presentations and product demonstrations, resulting in higher customer engagement and comprehension.
  • Contributed to team success by exceeding performance metrics for call resolution, response time, and customer feedback scores.
  • Managed escalated calls professionally, addressing concerns in the client''s preferred language to ensure satisfaction and swift resolution.
  • Demonstrated adaptability by managing simultaneous tasks while maintaining focus on each unique client interaction during peak times or high call volumes.
  • Provided exceptional service through active listening, effective communication strategies, and prompt issue resolution for both English-and Spanish-speaking customers.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Helped out customers getting their credit limit increased/decreased
  • Security verification steps followed as a protocol to avoid sharing sensitive data to callers
  • Assisted peers in Teams Chat with questions related accounts/policies

Bilingual Sales and Retention Representative

Charter Communications, Spectrum
01.2021 - 01.2022
  • Inbound call specialist in retaining customers not to cancel their accounts by assisting them and finding solutions to price increases and would also try to upsell packages to get customers try more services
  • Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
  • Promoted a positive work environment by fostering teamwork, communication, and mutual support among colleagues.
  • Monitored performance metrics to ensure alignment with company goals related to retention and customer satisfaction.
  • Handled customer escalations effectively, resolving concerns promptly and professionally.
  • Increased customer retention by addressing concerns and offering tailored solutions to retain business.
  • Contributed to consistent achievement of retention targets through dedicated efforts in problem-solving and relationship building.
  • Resolved account issues for enhanced customer satisfaction and loyalty.
  • Built rapport with customers through active listening and empathetic understanding of their needs.

Bilingual Customer Care Representative

Advanced Call Center Technologies, LLC
09.2020 - 01.2021
  • Assisted members with their Florida Blue Health insurance policy, provided information such as benefits, their co-pays, co-insurance, deductibles, and processed medical claims
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.

Bilingual Customer Service Representative

AppleOne Inc
05.2020 - 09.2020
  • Completed special forms and required documentation to help callers obtain government benefits
  • Consulted with customers regarding their benefits needs, addressing their concerns
  • Handled over 80 calls per day with open and clear communication skills useful for efficiently getting to root of each issue
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.

Bilingual Customer Service Representative

Teleperformance
08.2019 - 01.2020
  • Assisted members with their AMBETTER insurance policy, provided information such as benefits, their co-pays, co-insurance, deductibles, and processed medical claims
  • 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.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Sales Representative

Metro by T-Mobile
03.2016 - 01.2020
  • Greet customers and ascertain what each customer wants or needs
  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Inventory stock and requisition new stock
  • Clean shelves, counters, and tables
  • Receive and process cash or credit payments for sales
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.

Education

Teaching Education - grades 8th – 12th

Texas Southmost College
Brownsville, TX
12.2021

Skills

  • Bilingual (English and Spanish)
  • Customer care
  • Sales Representative
  • Multitasker
  • Call center experience
  • Technical knowledge
  • Cross-cultural awareness
  • CRM software proficiency
  • Problem-Solving
  • Document Translation
  • Payment Processing
  • Refund Processing

Certification

Certified Babysitter, American Red Cross

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Bilingual Customer Care Specialist

Bread Financial
01.2021 - Current

Bilingual Sales and Retention Representative

Charter Communications, Spectrum
01.2021 - 01.2022

Bilingual Customer Care Representative

Advanced Call Center Technologies, LLC
09.2020 - 01.2021

Bilingual Customer Service Representative

AppleOne Inc
05.2020 - 09.2020

Bilingual Customer Service Representative

Teleperformance
08.2019 - 01.2020

Sales Representative

Metro by T-Mobile
03.2016 - 01.2020

Teaching Education - grades 8th – 12th

Texas Southmost College

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Tula Diaz Elizondo