I am a bilingual customer support and customer success professional with more than 8 years of experience across financial services, technical support, retail, education, and administrative operations.
I have built my career around helping customers resolve complex issues quickly and professionally while maintaining a strong focus on satisfaction, retention, and service quality.
My background includes high-volume phone, chat, and email support, account support, escalation management, and collaboration with cross-functional teams to improve resolution speed and customer outcomes.
I am experienced with CRM platforms and support tools such as Salesforce, Genesys, Avaya, Microsoft Office, and Google Workspace, and I am comfortable working in both remote and onsite environments.
In addition to customer-facing work, I have strong administrative skills, including documentation, scheduling, data management, reporting, and office coordination.
I also have experience in education support as a teacher assistant, which strengthened my communication, organization, and adaptability in structured environments.
I am looking for a role where I can continue delivering excellent customer experiences, support operational efficiency, and contribute to a team that values service, problem-solving, and continuous improvement.
Handled more than 50 customer inquiries daily, improved customer satisfaction to 98% CSAT, documented interactions in CRM systems, collaborated with internal departments, and resolved complex complaints through active listening and problem-solving.
Managed 50+ daily customer interactions involving financial accounts and transactions, maintained 98% CSAT, improved first-contact resolution, documented requests in compliance with financial regulations, and supported teammates as Floor Support.
Provided individualized academic support, organized instructional materials, coordinated daily educational activities, adapted learning resources, and maintained classroom documentation and administrative records.
Diagnosed and troubleshot consumer electronics issues, managed technical support requests, reduced warranty processing time, provided product guidance, and collaborated with internal technical teams to resolve complex cases.
Resolved order, refund, and product inquiries, reduced escalations by explaining policies and purchase options clearly, and delivered empathetic, solution-focused customer support.
Provided billing and energy plan support, improved customer understanding through clear account information, and resolved billing inquiries while meeting quality and compliance standards.
Coordinated calendars, meetings, and administrative schedules, maintained records and documentation, managed correspondence, and supported daily office operations.
Bachelor's Degree, English Teaching
In progress.
High School Diploma, Bilingual Commerce
Completed secondary education with bilingual commerce focus.
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