Wilmer Frias
Allentown,United States
Summary
Bilingual customer service agent with 8+ years of experience in improving communication and customer satisfaction across various industries. Proven track record in streamlining processes, enhancing customer retention, and increasing workflow efficiency through effective problem-solving and collaboration.
Overview
7
7
years of professional experience
Work History
Bilingual Agent
CCD
09.2023 - 11.2024
- Managed bilingual scheduling inquiries for new patient appointments, increasing patient satisfaction and trust.
- Provided essential patient information, facilitating reliable healthcare interactions.
- Streamlined record retrieval, enhancing data access and improving workflow efficiency.
Bilingual Agent
ERC
09.2022 - 11.2023
- Guided employees in benefit selections, increasing satisfaction and clarity.
- Handled payroll inquiries, improving communication and streamlining operations.
- Resolved employee hour discrepancies, improving payroll accuracy and reliability.
- Utilized ADP for time and attendance management, ensuring accurate records.
Bilingual Agent
OUTPLEX
04.2021 - 09.2021
- Facilitated bilingual communication, increasing customer retention by 95%.
- Resolved bilingual client issues, achieving 92% satisfaction and strengthening client relationships.
- Handled diverse inquiries, achieving 87% resolution rate and enhancing overall service delivery.
- Managed interactions, reducing response time by 42% and elevating customer experience.
- Supported team collaboration, improving workflow efficiency by 90%.
- (Altice Optimum)
Bilingual Agent
Teleperformance
08.2017 - 06.2021
- Handled customer inquiries in English and Spanish, increasing satisfaction scores through effective communication.
- Resolved complex issues efficiently, boosting client retention significantly.
- Trained new agents, enhancing team performance and communication skills.
- Utilized CRM tools to manage customer data, maintaining accurate records for enhanced service delivery.
- Collaborated with teams to streamline processes, resulting in improved operational efficiency.
- (Kohl's, Footlocker, Cricket, Enterprise, Comcast, Disney+)
Education
Computer Tech -
Instituto Politecnico Cardenal Sancha
Santo Domingo Norte Educación mención Lenguas Modernas -
Universidad Del Caribe (Unicaribe)
Skills
- Bilingual communication
- Customer service and support
- CRM software proficiency
- Data analysis
- Conflict resolution
- Active listening skills
- Problem-solving techniques
- Adaptability and flexibility
- Time management abilities
- Cultural awareness and sensitivity
Languages
- English
- Spanish, Native
- English, C1 - Advanced
Timeline
Bilingual Agent
CCD
09.2023 - 11.2024
Bilingual Agent
ERC
09.2022 - 11.2023
Bilingual Agent
OUTPLEX
04.2021 - 09.2021
Bilingual Agent
Teleperformance
08.2017 - 06.2021
Computer Tech -
Instituto Politecnico Cardenal Sancha
Educación mención Lenguas Modernas -
Universidad Del Caribe (Unicaribe)