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Santiago
Customer Service Specialist with 3+ years in Client Relations and Support
Video resume
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Competencies
Exceptional ability to address client needs, de-escalate issues, and ensure positive customer experiences.
Proficient in English and Spanish, effectively facilitating cross-language customer interactions.
Quickly identifies issues and implements effective solutions in fast-paced support environments.
Maintains strong client and stakeholder relationships through proactive communication and service.
Education
Languages
Summary
Dedicated professional with over 3 years of experience in customer support, client relations, and bilingual communication. Skilled in de-escalation, problem-solving, and managing diverse client portfolios.
Key Achievements
- Managed flight reservations and resolved schedule issues swiftly, maintaining high-quality service standards.
- Handled a portfolio of 110 homes, ensuring tenant satisfaction and coordinating timely repairs and maintenance.
- Provided bilingual customer support, facilitating clear communication across English and Spanish calls.
- Developed personalized communication strategies that improved client engagement and retention.
Experience
Customer Service Agent
Responsible for managing flight reservations across multiple airlines and systems. Quick problem solving to address involuntary modifications and schedule changes. Consistently on target for Quality Assurance evaluations (Over 90%) and Average Handling Time (Under 600 seconds)
Member Success Specialist
Managed a 110-home portfolio, responsible for maintaining relations between tenants and homeowners, as well as coordinating repairs and maintenance as needed.
L3 Interpreter (Customer Service Interpreter)
Customer Service interpreting, English to Spanish and vice versa.. Interpreting of customer service calls, banking and financial calls, and basic medical calls.
Customer Service and Attention Representative
Implemented personalized communications with clients from Latin America over text, email, and phone for product updates and follow-up on orders.. Designed incentive systems to motivate customers into repeat purchases. Organized physical inventories and internal bookkeeping.
Skills
Video Transcript
Video Transcript 1
As I mentioned, I have about one year of experience working as an interpreter and a dispatcher for emergency services. Everything was done over the phone, so I have limited experience coordinating using a particular dispatch software. I had to coordinate with both the low English proficient person on the phone as well as with the emergency service responder, coordinate to pass along information and make sure that they arrived properly to the destination that they needed to arrive to. Additionally, I have done work for about six to seven months for a company called Belong Home as a property manager, in which I was responsible for, well, managing the property themselves, which involved dispatching vendors such as locksmiths, plumbers, electricians for any repairs that needed to be done inside the home. That meant coordinating directly with the homeowner and their preferred vendors, if they had some, or working within our own vendor network to resolve the issue and find a vendor that suited both the owner's budget or the resident, depending on whose responsibility it was, to fit both their budget and their needs. That also enabled me to work with low English proficient workers as well as residents in a translating session setting, similar to what I had before, but this was a more relaxed situation. I also worked with home inspectors for pre-move-in and post-move-out inspections that involved also dispatching them to make sure that they were on time with the homeowners to walk through the homes.
remote dispatcher
Hi, my name is Santiago. I am 25 years old. I am applying for the role of a remote dispatcher. I have about one year of experience working with an interpretation company, an over-the-phone interpretation company, for emergency services such as ambulances and 911, as a dispatcher and as a communicator with Spanish, low English proficient people, as well as the operators themselves for all of the services I mentioned before.