Dedicated customer service professional, skilled at managing incoming and escalated customer calls, and emails with knowledgeable, friendly service. Highly experienced in identifying and addressing trends in caller issues. Good interpersonal, communication and problem-solving abilities. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Skills
Customer Service-Oriented
Customer Data Confidentiality
De-escalation Techniques
Calm and Professional Under Pressure
Spanish Fluency
Translation and Interpretation Services
Efficient and Detail-Oriented
Understanding Customer Needs
Multitasking and Prioritization
Verbal and Written Communication
Call Documentation
Call Center Operations
Problem-Solving Abilities
Clerical Support
Risk Management Evaluation Background
Honest and Ethical
MS Office Proficient
Relationship Building
Regulatory Compliance
Experience
05/2022 to Current
Customer Service AdvocateNorthwestern Mutual – Milwaukee, WI,
Evaluated benefits for each caller to determine service needs and address concerns.
Upheld privacy and security requirements for customer information.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Monitored trends and recommended customer service improvements to enhance team success.
Completed customer insight reports and input sensitive data
11/2020 to 05/2021
Customer Service AdvocateNorthwestern Mutual – New York, NY,
Answered incoming calls, providing frontline customer support or assistance with member benefit information, enrollment, and eligibility.
Relayed customer feedback to cross-functional teams to improve products and services.
07/2019 to 10/2020
Spanish InterpreterTyson Foods – Cuthbert, GA,
Supplied thorough, accurate and ethical interpreter services for individuals with limited English speaking skills.
Upheld original emotion, tone, context and content of original messages.
Interpreted conference calls and other workplace communications in real-time for different clients including but not limited to state programs, federal programs, Immigration, Jails, Courts, Medical, and Manage Care, etc...
Maintained confidentiality of data during interpreting sessions due to sensitive nature of discussions.
Clarified issues related to meanings of words, concepts, practices or behaviors.
02/2018 to 05/2019
Administrative AssistantBooz Allen Hamilton Inc. – Groton, CT,
Managed and processed physical and digital files for real estate sales, invoices, payroll, and rental payments.
Answered phone calls and emails to provide information, resulting in effective business correspondence.
Maintained accurate department and customer records.
Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
Monitored spreadsheets and updated reports to coordinate project materials.
Provided secretarial and office management support while building cooperative working relationships with Realtors, Lawyers, Investors, Buyers, Contractors, and Tenants.
Tracked and submitted employee timesheets to prepare for payroll processing through Quick Books.
Coordinated appointments, meetings and conferences.
Inventoried and ordered supplies for office.
09/2015 to 03/2018
Lead TellerEnterprise Bank – Pasadena, TX,
Coaching new tellers, doing monthly control tasks, and prepared for yearly audits. Balanced bank's vault of daily cash for withdrawals and deposits.
Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
Kept teller window areas clean, organized and fully stocked.
Performed currency transaction reports for foreign currency.
Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
Maintaining professionalism, confidential information, and following company procedures and policies.
02/2013 to 06/2014
TellerFirst Financial Corporation Indiana – Mahomet, IL,
Maintained confidentiality of bank records and client information.
Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
Adhered to financial services security and audit procedures.
Met or exceeded sales goals by promoting bank products and services in customer interactions.
Identified and reported suspicious behavior to security personnel as appropriate.
Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
Built and maintained client relationships through quality, personalized interactions.
Education and Training
Expected in 05/2007 to to
High School Diploma: Elsik High School - Houston, TX, GPA:
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