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Angie
Bilingual Customer Service Agent
Contacto
Competencias
Experiencia demostrada en Legal client intake & case documentation.
Experiencia demostrada en Lead qualification & appointment setting.
Experiencia demostrada en Bilingual voice, chat & email support.
Experiencia demostrada en CRM accuracy & high-volume data entry.
Experiencia demostrada en De-escalation & empathetic communication.
Educación
Idiomas
Resumen
Perfil profesional
Experiencia
Bilingual Legal Intake Rep. | Bill Latour Law Firm (U.S.)
Served as first point of contact for prospective clients of a U.S. law firm, handling [45-60] inbound calls and inquiries per day in English and Spanish.. Screened and qualified potential clients, capturing case details and routing [70%+] of qualified leads to attorneys.. Scheduled and confirmed consultations and attorney appointments, reaching a [90%+] show-up rate through reminders and follow-ups.. Processed case documentation and kept CRM records at [98%+] accuracy under high-volume conditions.. Followed up with existing clients on case status and missing documents, cutting the pending-document backlog by [30%].. Handled sensitive, emotionally charged conversations with empathy, discretion and strict confidentiality.. Maintained QA scores of [90%+] and [met/exceeded] team KPIs.
Bilingual Customer Service Agent
Resolved account, technical and billing issues for English- and Spanish-speaking subscribers, taking [50-70] calls per day.. Achieved [80%+] first-call resolution and [90%+] CSAT, resolving billing disputes while protecting retention.
Bilingual Customer Service Agent
Supported a high-volume inbound call center, handling [60+] interactions per day.. Kept quality scores and KPIs [X%] above team average (AHT, QA, CSAT).. Ramped up on tools and processes within the [2-3]-week onboarding period.
Bilingual Customer Service Agent
Resolved product inquiries and complaints for bilingual customers during peak season, averaging [50+] contacts per day.. Reached [80%+] first-call resolution and [90%+] customer satisfaction.
Bilingual Customer Service Agent | Walmart campaign
Managed orders, returns and complaints for Walmart customers, handling [55-70] contacts per day.. Logged every interaction and case outcome in CRM with [98%+] accuracy; resolved [85%+] of cases on first contact.
Bilingual Technical Support Agent | Apple campaign
Delivered remote hardware and software troubleshooting for Apple customers in English and Spanish, [35-50] cases per day.. Guided non-technical customers step by step to resolution, holding [90%+] CSAT and [75%+] first-contact resolution in a fast-paced environment.
HR Assistant & Corporate Trainer
Supported HR administration: documentation, scheduling and employee records.. Designed and led corporate expression and communication workshops for [X] administrative staff members.