Luis - Bilingual Customer Service Manager

Demonstrated experience with user permissions.

Demonstrated experience with custom fields.

Demonstrated experience with workflow rules.

Demonstrated experience with lead scoring.

Demonstrated experience with assignment rules.

Managed a team of 15 customer service representatives, ensuring prompt, high-quality service delivery in English and Spanish.. Designed and delivered training programs that improved team language proficiency and cultural competence across a diverse customer base.. Resolved escalated customer issues professionally and efficiently, sustaining high customer satisfaction scores.. Partnered with cross-functional teams using Salesforce to improve customer experience and retention in English- and Spanish-speaking markets.

Conducted daily wellness check-in calls with hospital patients, providing accurate, empathetic status updates.. Delivered bilingual customer service to a diverse, international client base, ensuring timely issue resolution.. Built and rolled out bilingual training programs to strengthen team communication and problem-solving.. Collaborated cross-functionally to design multilingual customer support strategies.. Monitored customer feedback trends to identify and act on service improvement opportunities.