Hi, I’m
Valerie Garcia Serrano
Bilingual Customer Service Representative
Dallas,Texas
Summary
Dedicated student and bilingual consultant professional with 4+ years of hands-on experience working in customer service via email chat, phone, video call, and in-person, Exposed to administrative/ back office experiences. Opting, to choose a first-interaction solution, team-building, and leadership experiences with every opportunity.
Overview
3
years of professional experience
Work History
American Income Life
Bilingual Retention Specialist
10.2022 - 02.2023
Job overview
- Managed retention processes for customers, Focusing on reducing churn and increasing customer lifetime value.
- Provided coaching to sales representatives regarding customer needs, expectations, and concerns to improve account management skills.
- Accommodated new product offerings that meet specific market segments' needs by analyzing data from various sources including web analytics, surveys, etc.
- Created reports related to key performance indicators (KPI) for executive review and assisted with other projects as needed.
- Completed over 50 customer calls per day.
Zillow Group
Bilingual partner experience consultant
10.2021 - 04.2022
Job overview
- Introduced expert knowledge of product features and Integration.
- Offered resources to answer unforeseen client follow-up questions after interactions.
- Communicated methods that allowed Spanish-speaking agents to receive quicker responses from any consultant.
- Created structure of call flow to ensure self-sufficiency and confidence with every call.
- Strictly followed and passed all metric qualifications.
- Earned average score of 95% or more with every customer feedback.
- Maintained high KPI and metrics to ensure success.
- Demonstrated high levels of initiative and creativity while tackling difficult tasks.
MCI
Supervisor and Case Specialist
08.2020 - 08.2021
Job overview
- Equipped Bilingual BPO services for many different program campaigns.
- Contributed to COVID-19 contact tracing for Alabama (outbound), K-12 online schooling general services (inbound), Republican party representative (outbound), Florida Vaccine Hot-line (inbound and outbound)
- Established new campaigns as the first Bilingual Supervisor at First National Bank Texas/ First Convenience Bank and Fort Hood National Bank.
- Supported teams of 14 with development and training.
- Gained de-escalating experience that endorse customer retention.
- Instituted expert critic,ue on agent performance reports.
- Shaped positive and uplifting work cultures.
- Completed on-boarding data-entry projects.
- Monitored time-management metrics and schedules.
Education
Dallas County Community CollegeDallas, TX
A.S from Biology
08.2023
North Mesquite High SchoolMesquite, TX
High School Diploma
2019
Skills
- Training Junior Team Members
- Solution Development
- Data Analysis
- Persuasive Negotiations
- Documentation Skills
- Customer Relations
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Retention Specialist
American Income Life
10.2022 - 02.2023
Bilingual partner experience consultant
Zillow Group
10.2021 - 04.2022
Supervisor and Case Specialist
MCI
08.2020 - 08.2021
Dallas County Community College
A.S from Biology
North Mesquite High School
High School Diploma
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