Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Idad De Leon

Glendale

Summary

Bilingual customer support specialist with expertise in problem-solving and compliance documentation. Proven track record in achieving high customer satisfaction while efficiently resolving inquiries in both English and Spanish.

Overview

6
6
years of professional experience

Work History

Bilingual CSR

Maximus Federal Services
Peoria
07.2022 - 07.2025
  • Provided customer support in English and Spanish for diverse client inquiries.
  • Resolved issues efficiently using Maximus Federal Services' proprietary case management system.
  • Documented customer interactions accurately to ensure compliance with service requirements.
  • Escalated complex issues to management while maintaining customer satisfaction focus.
  • Maintained knowledge of federal programs to provide accurate information to clients.
  • Participated in team meetings to discuss challenges and share best practices for service delivery.
  • Utilized problem-solving skills to resolve customer concerns in a timely manner.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Followed standard operating procedures when handling calls from customers according to company policy.
  • Updated customer records in the database after each interaction ensuring accuracy of information.
  • Processed orders accurately, entered data into computer systems quickly and efficiently.
  • Answered incoming customer inquiries in Spanish and English, providing accurate information and solutions.
  • Assisted customers in navigating company websites by providing step-by-step instructions in both Spanish and English.

District Manager

Elite Covid Testing
Phoenix
06.2019 - 05.2022
  • Managed staff scheduling to ensure adequate coverage and efficient workflow.
  • Oversaw daily operations of multiple testing sites across designated districts.
  • Coordinated supply management to maintain necessary inventory levels at all locations.
  • Implemented training programs for new team members on testing protocols.
  • Developed and enforced safety protocols in compliance with health regulations.
  • Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
  • Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
  • Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
  • Ensured that all stores met their monthly targets by providing guidance and support as needed.
  • Reviewed inventory levels at each store in order to ensure adequate stock availability.

Education

High School Diploma -

Paramount High School
Paramount, CA
06-1994

Skills

  • Bilingual support
  • Customer satisfaction
  • Federal program knowledge
  • Problem solving
  • Effective communication
  • Compliance documentation
  • Stress management
  • Conflict resolution
  • Inventory management
  • Safety protocol implementation
  • Training development
  • Customer relationship management

Languages

English
Professional
Spanish
Professional

Timeline

Bilingual CSR

Maximus Federal Services
07.2022 - 07.2025

District Manager

Elite Covid Testing
06.2019 - 05.2022

High School Diploma -

Paramount High School

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Idad De Leon