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Bilingual Customer Support & Supervision with 5+ years in Client Services
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Competencies
Delivered bilingual support services, ensuring positive customer experiences and issue resolution.
Managed teams of agents, overseeing performance and adherence to service standards.
Created automations and integrations to optimize customer service workflows and client retention.
Utilized tools like Notion, Asana, and Trello to organize projects, schedules, and team tasks.
Identified and resolved technical issues for clients, providing clear guidance to restore system functionality.
Education
Languages
Summary
Experienced bilingual customer support specialist with expertise in team supervision, automation, and client relationship management, focusing on quality service delivery and process improvement.
Key Achievements
- Supervised multiple teams at Teleperformance, ensuring compliance with client metrics.
- Developed automation tools and CRM integrations that enhanced customer satisfaction and client retention.
- Provided bilingual support, resolving technical issues and maintaining high-quality customer service.
Experience
BILINGUAL SUPERVISOR
Supervised several teams of agents working on diverse client accounts, ensuring adherence to service-level agreements., Developed automations, integrations and CRM tools that improved customer satisfaction rates, leading to leads generation and increased client retention., Ensured all teams were consistently meeting client-specific metrics and productivity targets.
BILINGUAL AGENT
Offered bilingual customer support, helping both English and Spanish-speaking clients with questions, account problems, and troubleshooting., Identified and fixed technical issues, providing users with clear, step-by-step guidance to restore system functionality., Ensured exceptional customer service by handling inquiries, processing requests, and maintaining a positive customer experience.