SUMMARY:

• Provided bilingual customer service (Spanish language certified); increasing business by being able to speak to Spanish speakers as well as English speakers; for 5 continuous years.
• Certified Lead line agent, taking supervisor calls, for agents who are unable to handle particular calls, or had procedural questions.
• Assisted in customer resolutions, quickly ascertaining results to solve on going issues.
• Provided leadership in backup supervision, training, and mentoring.
• This helped increase productivity among staff.
• 5 years of working in a call center environment, Quick learner; have been trained in several different data bases; as well as being able to keep up with changes in procedures on a daily basis.

TECHNICAL SKILLS

• Bilingual (English, and Spanish)
• 5 years of Customer service
• STP/OSPF/RIPV2
• Distance vectoring vs. Link vectoring.
• Multi - tasking different windows; and data bases at the same time.
• Internet Explorer; Chrome;
• Firefox.
• CCNA 2015
• IMAP/POP3/SMTP
• Microsoft windows 7
• Software installation
• Intrusion detection: Viruses; Worms, Trojan horses, etc.)
• Finished class certification in Networking via Leaderquest.
• Citrix
• Broadcasting, Multicasting, Unicasting.
• LAN/WAN
• OSI model
• SSID
• Port numbers
• Voice over Internet protocol
• Excel 2010
• Trouble shooting.
• Understanding the Relationships between interfaces, segments, hosts and connectivity issues.
• Can type 60 words per minute
• Firewall installation
• Functionality and differences between routers, switches, hubs

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Prepped food for the line crew.
• Communicated easily and fluently with all Spanish and English staff creating a friendly positive work atmosphere.
• Worked in a time constraint environment
• Multi-tasking is essential for this job.

Computer Volunteer

Confidential, Denver, Colorado

Responsibilities:

• Help homeless with individual with basic computer skills (e.g. Internet browsing).
• Help with Resume building; creates LinkedIn profiles, and assists in searching for jobs.
• Tutor the elderly in Microsoft Word and Excel.

Member Relation Specialist

Confidential, Denver, Colorado

Responsibilities:

• Encharged of home banking security which prevented unauthorized access to internal accounts.
• Maintained log via Microsoft Excel with Data entry, which allowed for documentation of all records and logs so that the next administrator could follow up on cases.
• Ability to function in a Windows 7 Operating Systems environment. This allows for flexibility for trouble shooting passwords, and guiding customers online
• Familiar with RAS (Fraud monitoring system); This allowed customers to have peace of mind while traveling knowing that nobody else was using their credit/debit cards.

Loss Mitigation Specialist

Confidential, Highlands Ranch, Colorado

Responsibilities:

• Trained in 7 different CRM’s; ability to use multiple windows, and multi task; for customer resolution.
• Addressed customers in a call center environment (bilingual specialist); thus answering inquiries they may have, in regards to loans, mortgage rates, and payment plans.
• Advised borrowers in times of crises; allowing them to make the best informed decision before acting.

Confidential

Customer Service Associate, Highlands Ranch, Colorado

Responsibilities:

• Lead Customer Service Associate
• Provided bilingual customer service (Spanish language certified); increasing business by being able to speak to Spanish speakers as well as English speakers.
• Certified Lead line agent, taking supervisor calls, for agents who are unable to handled disgruntled customers.
• Assisted in customer resolutions, quickly ascertaining results to solve on going issues.
• Provided Leadership in backing up supervision, training, and mentoring. This helped increase productivity among staff.