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Competencies
Demonstrated experience with Empathetic Communication.
Demonstrated experience with Active Listening.
Demonstrated experience with Problem Solving.
Demonstrated experience with Microsoft Office Suite (Excel, Word, PowerPoint).
Demonstrated experience with CRM systems and call center platforms.
Education
Languages
Experience
Customer Experience Agent – Financial Services
Provide bilingual customer service support for Verizon’s financial services department, handling account inquiries, billing issues, and payment arrangements., Assist customers with past-due accounts, negotiate payment solutions, and process secure transactions with high attention to detail., Maintain customer satisfaction by addressing concerns empathetically and ensuring first-contact resolution whenever possible.
Customer Live Service Agent (BPO)
Delivered bilingual customer service via inbound/outbound calls related to billing, account management, and troubleshooting., Maintained accurate records in CRM systems and ensured first-contact resolution., Promoted products and services tailored to client needs, contributing to upselling KPIs.
Collections Agent (Call Center)
Handled high-volume outbound calls for collections., Negotiated payment agreements and maintained up-to-date account documentation., Achieved performance targets and ensured customer cooperation in a courteous manner.
Customer Support Representative (Call Center)
Resolved customer issues involving service activation, billing clarification, and connectivity troubleshooting., Enhanced client satisfaction through empathetic and effective communication., Accurately logged customer interactions and followed up as needed.
Administrative Assistant
Managed procurement processes, including bids, contract supervision, and vendor communication., Organized high-level meetings and documented resolutions for acquisition subcommittees., Drafted formal documents, ensured compliance with internal control standards, and supported public transparency efforts.