This is my profileContact via CazVidSamantha
Customer Service & Team Coordination with Proven Multilingual Skills
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Competencies
Utilizes English, Spanish, Polish, and French to effectively communicate with diverse clients and teams.
Managed team performance, schedules, and training needs, ensuring efficient operation.
Provided support for hotel reservations, online orders, and account issues across various companies.
Proficient in Microsoft Office, Canva, Genesys, and NICE for communication and performance monitoring.
Resolved escalated cases, negotiated repayment plans, and handled complex customer issues.
Education
Languages
Summary
Experienced in managing customer support operations, leading teams, and communicating effectively across languages in fast-paced environments.
Key Achievements
- Led a team of customer service agents, managing schedules, performance, and training needs.
- Supported diverse customer issues across multiple industries, including hotel reservations and online purchases.
- Handled escalated cases and account recovery, maintaining high customer satisfaction levels.
Experience
Sales Agent
Supported guests in English and Spanish by helping them complete hotel reservations and resolving booking-related concerns., Handled escalated cases, ensuring guest satisfaction, and acted as a link between customers and hotel staff.
Customer Service Operations II
Assisted English-speaking customers via calls, chats, and emails., Documented support interactions, followed up on unresolved issues, and ensured that service quality met internal performance standards and customer expectations.
Team Coordinator
Led a group of customer service agents and managed attendance, schedules, IT issues, and behavioral incidents., Monitored performance using Genesys and NICE, provided feedback, and identified training needs based on QA reviews., Reported on team progress and implemented strategies to boost...
Customer Service Operations
Supported buyers with various issues related to online purchases, including undelivered items, damaged goods, and account access problems., Managed Account Takeover (ATO) cases and assisted with account recovery processes., Delivered high levels of customer satisfaction in a fast-paced environment.
Collections Agent
Handled both inbound and outbound calls regarding overdue accounts and payment arrangements., Assisted customers in resolving their balances while maintaining a professional and empathetic tone., Negotiated repayment plans, documented all interactions accurately, and met collection targets within...