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Bilingual Customer Service Agent with 5+ years of client support experience
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Competencies
Provided bilingual support to clients via chat, calls, and email, demonstrating strong communication and multitasking skills.
Conducted onboarding and ongoing training sessions for new agents on tools and client service techniques.
Utilized platforms like Salesforce, NICE CXone, Avaya, Microsoft Teams, and Slack to manage cases and facilitate communication.
Identified operational errors and implemented corrections to enhance service delivery and operational accuracy.
Education
Languages
Summary
Dedicated bilingual customer service agent skilled in managing client cases across multiple channels, training new team members, and improving operational practices. Proven ability to adapt to various tools and client needs with strong communication and teamwork skills.
Key Achievements
- Managed remote customer interactions in English and Spanish via multiple channels using tools like Salesforce and NICE CXone.
- Trained and mentored new hires on processes, platforms, and service skills, ensuring smooth onboarding and development.
- Led operational error correction by implementing best practices, improving service quality and consistency.
Experience
Agente de Servicio al Cliente Bilingüe / Coach de personal nuevo
Atención remota a clientes en inglés y español mediante chats, llamadas y correos electrónicos (principalmente chats)., Gestión de casos utilizando herramientas como Salesforce, NICE CXone, Avaya, Microsoft Teams, Amazon Chime y Slack., Capacitación y acompañamiento a new hires en procesos,...