Experienced bilingual customer service representative with a strong background in banking and telecom sectors, specializing in resolving inquiries in English and Spanish.
Provided comprehensive support to customers in banking and telecom, resolving issues and educating clients.
Communicated fluently in English and Spanish, offering translation and tailored customer support.
Followed scripts, managed call flow, and resolved customer issues while adhering to company procedures.
De-escalated aggressive behaviors and handled escalated complaints calmly and professionally.
Scotiabank GBS Canada Operation
Answered customers' D2D questions in both English and Spanish based on individual caller requirements., Followed scripts and legal banking procedures to maintain good call control., Engaged with customers to understand needs, resolve issues, and answer product questions., Remained calm, composed, and polite to de-escalate aggressive customer behavior., Served as friendly first point of contact for customer inquiries., Provided translations for customers seeking information unavailable in the required language., Educated customers by explaining complex details in easy-to-understand terminology., Received and resolved escalated incidents and complaints following company procedure.
Airtech Communications
Placed outbound calls to follow up with English and Spanish-speaking customers and resolve issues., Followed scripts to maintain good call control., Engaged with customers to understand needs, resolve issues, and answer product questions., Collaborated with team members in different departments to meet the needs of English and Spanish-speaking customers., Remained calm, composed, and polite to de-escalate aggressive customer behavior., Referred customers to appropriate departments or personnel to swiftly resolve issues.
Airtech Communications
High school Diploma
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Worked with cross-functional teams to meet customer needs and improve service processes.
