Customer Service Associate Resume

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

Customer Service Associate

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.