Catherine michelle Cortez Amaya
Santa Tecla,LI
Summary
Proven bilingual professional with a track record of enhancing customer satisfaction at VFS Global through expert bilingualism and proficient CRM software usage. Excelled in resolving complex issues, achieving high call resolution rates, and improving communication processes. Demonstrates exceptional upselling strategies and empathetic customer service, ensuring superior client experiences.
Overview
4
4
years of professional experience
10
10
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Bilingual Customer Service Agent ,back Office Area
VFS Global
02.2023 - 03.2024
- Balanced competing priorities effectively while consistently delivering high-quality support to both agents and customers alike.
- Followed up on department reports, contact information and missing enrollment and agent information.
- Streamlined communication processes for increased efficiency within agent services team.
- Achieved established monthly goals.
- Delivered exceptional customer service through active listening and problem-solving techniques.
- Enrolled and sold products and services via inbound phone calls, email and chat.
- Delivered world-class customer service to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests ,offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- 'Managed over 50 customer calls per day.'
Bilingual Technical Support Representative
Quicken
01.2022 - 01.2023
- Maintained up-to-date knowledge of products and services offered.
- Escalated critical issues to senior technicians or management when necessary, ensuring prompt resolution of urgent matters.
- Resolved complex technical issues for clients, resulting in increased call resolution rates.
- Used ticketing systems to manage and process support actions and requests.
- Improved first-call resolution rate by effectively handling multiple tasks simultaneously while prioritizing client needs accordingly.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Developed and implemented preventive maintenance procedures.
Bilingual Customer Service Representative
DoorDash
01.2020 - 09.2021
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Provided language translation services for customer service inquiries.
- Utilized Spanish proficiency to build relationships with English-speaking customers.
- Documented customer service policies, scripts and procedures in English.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Developed a deep understanding of customer service principles and customer service best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Advanced Study - English
European Academy
San Salvador, El Salvador 03.2015 - 05.2024
High School Diploma -
San Francisco
Antiguo Cuscatlan, El Salvador 01.2015 - 11.2015
Skills
Call center experience
Additional Information
Soft Skills:
- Teamwork. With effective teamwork, teams are more productive, deadlines are met, relationships with your team members are stronger and knowledge is shared. ...
- Problem solving. ...
- Communication. ...
- Adaptability. ...
- Critical thinking. ...
- Time management. ...
- Interpersonal.
Certification
English
Timeline
Bilingual Customer Service Agent ,back Office Area
VFS Global
02.2023 - 03.2024
Bilingual Technical Support Representative
Quicken
01.2022 - 01.2023
Bilingual Customer Service Representative
DoorDash
01.2020 - 09.2021
Advanced Study - English
European Academy
03.2015 - 05.2024
High School Diploma -
San Francisco
01.2015 - 11.2015
English
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