Yesenia Soto
Somerton
Summary
Adept at enhancing customer satisfaction, I leveraged fluent bilingualism and active listening to resolve inquiries at Advance Call Center Technologies, boosting retention. Skilled in data entry and multitasking, my collaborative efforts ensured timely, accurate support across languages, embodying the desired blend of technical proficiency and empathetic service.
Overview
1
1
Certification
Work History
Bilingual CSR
Advance Call Center Technologies
- Served as a valuable resource for new hires, sharing best practices for navigating cross-cultural interactions successfully within a CSR role.
- Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
- Increased customer retention with empathetic listening and tailored problem-solving strategies in both languages.
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
Bilingual Customer Service Representative
Department of Economic Security
- 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.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
Advocate
Convey Health
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Education
GED -
Arizona Western College
Yuma, AZMedical Billing And Coding -
University of Phoenix
Tempe, AZSkills
- Fluent bilingualism
- Call center experience
- Data entry proficiency
- Upselling strategies
- Multitasking and organization
- Active listening
- Computer proficiency
- Data entry
- Medical terminology
- Documentation
- Data collection
- Payment processing
- Paperwork processing
- Administrative support
Certification
Working on medical billing and coding
Languages
Spanish
Professional Working
Timeline
Bilingual CSR
Advance Call Center Technologies
Bilingual Customer Service Representative
Department of Economic Security
Advocate
Convey Health
GED -
Arizona Western College
Medical Billing And Coding -
University of Phoenix
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