Experienced Bilingual Customer Service Agent with over 6 years in fast-paced environments, including TTEC/DraftKings and FedEx. Demonstrates strong conflict resolution, CRM expertise, and a proven track record of maintaining high CSAT and QA scores. Adept at managing high-volume inquiries and optimizing workflows to enhance customer satisfaction and operational efficiency. Motivated by continuous improvement and committed to delivering exceptional service in both English and Spanish.

Provided bilingual customer support via email and multi-channel platforms, resolving 200+ inquiries weekly using Zendesk and ServiceNow. Maintained 92%+ CSAT while handling high-volume support tickets. Reduced average response time by 30% through efficient case prioritization and workflow optimization. Decreased escalation rates by 25% by applying advanced problem-solving and conflict resolution techniques. Achieved consistent 98% QA scores in compliance-driven environments.

Bilingual Customer Service Agent

Managed real-time shipment data entry and validation in high-pressure operational environments. Improved data accuracy by integrating validation checks and streamlining processing workflows. Resolved discrepancies between scanning systems and central tracking platforms to ensure shipment integrity.

Capturist

Conducted quality evaluations of recorded customer interactions to ensure compliance and service excellence. Provided actionable feedback and collaborated with management to enhance training programs. Supported sales campaigns for major clients (including BBVA), offering insurance and additional services.