Guadalupe Nieto
Peoria
Summary
Diligent Costumer service proffesional with background in providing exceptional bilingual customer service. Proven ability to resolve customer issues efficiently and enhance client satisfaction. Demonstrated skills in communication and problem-solving.
Experienced with bilingual customer service, focusing on resolving customer issues effectively. Utilizes communication skills to enhance client interactions and satisfaction. Track record of problem-solving in dynamic environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
Epiq Global
01.2023 - 01.2025
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Bilingual Costumer Service
Avoya Travel
03.2022 - 01.2023
- Participated in ongoing professional development training, staying current on industry trends and best practices related to bilingual customer service.
- Supported professional development of bilingual customer service agents.
- Supported company growth by assisting with bilingual customer service inquiries, improving client satisfaction rates.
- Provided exceptional customer service to both internal and external clients, building strong relationships and garnering positive feedback consistently.
- Developed strong working relationships with various departments within the organization including sales teams, customer support representatives, and field service personnel.
Amazon Costumer Service Supervisor
Amazon
04.2020 - 02.2022
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
Education
High School Diploma -
Joliet Township Highschool
Joliet04-2013
Skills
- Fluent in Spanish and English
- Data entry
- Document translation
- Call management
- Account management
- Empathy and patience
- Team collaboration
- Active listening
- Conflict resolution
- Team leadership
- Verbal and written communication
Certification
Comptia A+ Certification since 2025
Timeline
Bilingual Customer Service Representative
Epiq Global
01.2023 - 01.2025
Bilingual Costumer Service
Avoya Travel
03.2022 - 01.2023
Amazon Costumer Service Supervisor
Amazon
04.2020 - 02.2022
Comptia A+ Certification since 2025
High School Diploma -
Joliet Township Highschool
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