Bilingual Customer Service Representative
Foundever
Feb 2023 - Nov 2024 (1 year 10 months)
Handled a high volume of customer inquiries in both English and Spanish, resolving complex issues while maintaining accurate and up-to-date records in CRM and SQL databases.
Regularly reviewed and updated customer data, tracked response times, satisfaction scores, and resolution rates.
Built and used reporting tools to identify trends and prevent recurring issues.
Managed sensitive information with strict adherence to security and privacy protocols.
• Leveraged proactive verbal communication skills, a direct overlap with cold calling techniques, to manage both inbound and outbound customer interactions, guiding conversations towards resolution and engagement.
• Demonstrated confidence in live phone conversations, employing quick thinking, o