Experience

PSI Molded Plastics

• United States
• Plastics Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Jul 2023 - Present



New Hampshire Ball Bearings, Inc. (NHBB)

• United States
• Aviation and Aerospace Component Manufacturing
• 300 - 400 Employee

• Inside Sales Representative

  • Dec 2022 - Jul 2023



Sealite PTY LTD

• Customer Service Supervisor

  • Mar 2018 - Aug 2022

  • Ensured that the customers' purchasing activities were supported through the use of their local language and excellent service was provided.• Achieved 250% of sales goals through effective communication, understanding, and relationship building.• Participated in key cross-functional meetings as the selected customer service and sales department representative to discuss the future growth of customer accounts, coming up with at least 10 innovative ideas, 6 of which were implemented and successful.• Responded swiftly and effectively to over 300 emails and over 200 phone calls from customers per day, fielding a variety of requests ranging from account information, billing, payments, purchases, production times, general inquiries, and more.• Enhanced workflows to improve sales and customer service department efficiency, resulting in an average of 85% positive customer surveys.• Developed, implemented, and improved documents, forms, and checklists in English and Spanish for internal and external functions reducing administrative and operational times by 70%.• Acted as a key contact for problem-solving on behalf of the customer, providing highly accurate and reliable information, reducing customer issues and complaints by more than 65%.• Translated, transcribed, and improved general and legal documents, instructions, marketing material, contracts, and proposals made in foreign languages into English or Spanish. Show less

• Inside Sales Representative

  • Mar 2018 - Mar 2018



Jarvis Cutting Tools

• United States
• Machinery Manufacturing
• 1 - 100 Employee

• Account Manager Bilingual

  • Sep 2016 - Sep 2017

  • Ensured that the customers' purchasing activities were supported through the use of their local language and excellent service was provided. • Achieved 250% of sales goals through effective communication, understanding, and relationship building. • Participated in key cross-functional meetings as the selected customer service and sales department representative to discuss the future growth of customer accounts, coming up with at least 10 innovative ideas, 6 of which were implemented and successful. • Responded swiftly and effectively to over 300 emails and over 200 phone calls from customers per day, fielding a variety of requests ranging from account information, billing, payments, purchases, production times, general inquiries, and more. • Enhanced workflows to improve sales and customer service department efficiency, resulting in an average of 85% positive customer surveys. • Developed, implemented, and improved documents, forms, and checklists in English and Spanish for internal and external functions reducing administrative and operational times by 70%. • Acted as a key contact for problem-solving on behalf of the customer, providing highly accurate and reliable information, reducing customer issues and complaints by more than 65%. • Translated, transcribed, and improved general and legal documents, instructions, marketing material, contracts, and proposals made in foreign languages into English or Spanish. Show less



Lake Opechee Inn and Spa

• United States
• Hospitality
• 1 - 100 Employee

• Receptionist/Interpreter

  • May 2015 - Jun 2016

  • Managed multiple tasks and met time-sensitive deadlines, including confirming appointments, answering questions, and other administrative duties. • Greeted and assisted approximately 50 visitors per day, and ensured that they properly completed check-in paperwork upon arrival. • Provided pleasant customer service and administrative support, including maintaining calendars, scheduling appointments, and arranging business travel for the CEO and customers, and other executive staff. • Assigned to assist Spanish-speaking customers who have great difficulty expressing their needs in English. • Ensured clear and effective communication between customers and employees. • Coordinate with other executive leaders to create translation tools, procedures, and best approaches for implementing personable translation services. • Maintained office organization by cleaning and organizing the office daily and checking office supply inventory weekly and re-ordering supplies as needed. Show less



Bank of New Hampshire

• United States
• Financial Services
• 100 - 200 Employee

• Customer Service Specialist /Interpreter

  • Oct 2012 - Jan 2014

  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues; determined the root cause of customer complaints and promptly resolved them. • Protected personnel and assets by following company policies and regulations while monitoring customer behaviors. • Avoided breaches of confidentiality and misuse of information by adhering to the company’s financial data and customer information guidelines. • Offered advice to clients on their loan applications and reviewed their income and financial statements, as well as handled complaints and inquiries of 150+ accounts on weekly basis. • Maintained current knowledge of banking regulations to ensure ongoing compliance with all basic and complex deposit accounts, including business, trust, IRA, and CD accounts. • Cross-sold banking products such as loans, credit cards, and other channels of banking such as Online banking, mobile banking, and automated voice system. • Exercised sound judgment when disclosing information to maintain the confidentiality of sensitive information. Show less



Sabine State Bank

• United States
• Banking
• 1 - 100 Employee

• Teller, Interpreter/Bilingual Guide

  • Oct 2011 - Feb 2012

  Responsible for supporting bank operations and customer service for a full-service, independent community bank. Served as a team member to guide new Hispanic customers to the banking system. ▪ Assisted clients by providing a superior level of service with their financial transactions including processing routine transactions such as processing deposits, withdrawals, loan payments, cashiers' checks, money orders, and cash advances. ▪ Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates. ▪ Completed highly accurate, high-volume money counts via both manual and machine-driven approaches. ▪ Identified sales opportunities and referred customers to branch partners in financial services. Show less



Linkotel S.A.

• Guayaquil, Guayas, Ecuador

• Customer Service Supervisor

  • May 2005 - Mar 2006

  Daily interaction with Sales Team, Customer Service Team, and Buyers to ensure customer needs are implemented and met. * Managed Discontinued Items Process and Coordinated all Closeout Sales for the company. * Participated in Key Cross Functional Meetings as the representative for the Sales / Customer Service Department to discuss goals and future growth for customer accounts. Daily interaction with Sales Team, Customer Service Team, and Buyers to ensure customer needs are implemented and met. * Managed Discontinued Items Process and Coordinated all Closeout Sales for the company. * Participated in Key Cross Functional Meetings as the representative for the Sales / Customer Service Department to discuss goals and future growth for customer accounts.



Banco Bolivariano

• Ecuador
• Banking
• 700 & Above Employee

• Bilingual Customer Service Representative

  • May 2002 - Dec 2003

  Provided daily support as the company's only bilingual Spanish/English customer service representative. * Processed customer service transactions to include refunds, store credits, and other service issues per company policy. * Quickly and effectively solve customer challenges including following up to ensure remediation. Provided daily support as the company's only bilingual Spanish/English customer service representative. * Processed customer service transactions to include refunds, store credits, and other service issues per company policy. * Quickly and effectively solve customer challenges including following up to ensure remediation.



Banco Guayaquil

• Ecuador
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Jul 2001 - Dec 2001

  Answered phones and answered customer requests regarding billing, technical, and general customer service inquiries. * Provided customers with product and service information. * Identified, researched, and resolved customer issues using the computer system. * Followed up on customer inquiries not immediately resolved. Answered phones and answered customer requests regarding billing, technical, and general customer service inquiries. * Provided customers with product and service information. * Identified, researched, and resolved customer issues using the computer system. * Followed up on customer inquiries not immediately resolved.