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Lewis W.
Maracaibo, Venezuela
100% Job Success
Top Rated

Bilingual Customer Support Specialist (English and Spanish)

SUMMARY: I'm a highly motivated and experienced professional with 7 years experience in the Customer Support field working via live chats, emails (tickets), phone support and Facebook chats. My main goal has always been to provide customers with the best assistance using an empathic, patient and kind approach. Thanks to my gained experience, I can propose and implement innovative ideas and my willingness to contribute to the continuous improvement of the customer support process. I'm qualified in conflict resolution and I can provide the best and most satisfactory solution in the best interests for both the customer and company. I'm a quick learner, always adapting to new changes and updates that may occur within the working space. In my most recent employment, I've been trained in for customer retention, lead generation and outbound collection giving a more detailed understanding of handing customer directly via phone and expanding my skills in how to deal with any type of situation. EXPERIENCE: Sales Telemarketer / Lead Generator /Collection Agent Unleashed LLC 07/2022 - 02/2024 Verona, Virginia, US Telemarketing agent, lead generator and debt collector for Unleashed LLC, working via phone assisting potential and current customers offering our services and plans. Managing sales and payment collections employing the CRM systems ZOHO one and Capsule. During my time working with this company, I’ve managed a $15.000 collection in sales weekly in both Spanish and English. Customer Support Specialist iHerb, LLC 02/2021 - 07/2022 Perris, CA, US Customer Support Specialist tasked with assisting customers’ requests and inquires via Live chat and email employing the Zendesk platform in which I have created a wide range of personalized macros to reply customers as soon as possible for all possible scenarios. Succeeding in obtaining a satisfaction rate of 90% - 100% and the average amount of 50 to 60 closed tickets per day and assisting 2 customers at a time via live chat. October 2017 - February 2021 Customer service live agent • Globalegrow E-commerce Co., Ltd. Customer Support Live chat agent working 8 hours shift assisting and solving customers concerns, inquiries and questions regarding our services and their purchases in a 24/7 live assistance chat network. Expert in customer service in the way of live chats, email, and Facebook chats. The main goal, treat customers with the best quality and kindness possible. Offer rapid solutions regarding any issue that customers can face such as order location, lost orders, general information on How to purchase?, provide detailed information about any item in the store basically clothing and beauty, provide RMA when they are needed, cancel orders, verify orders, handling the website in order to provide the best customer experience, explain in details to customer How to handle the website in order they can purchase in the easiest way, apply discount coupons, offer compensations whenever is needed, among other functions and all the previous in both languages: English and Spanish. TECHNICAL SKILLS: Zendesk Highly qualified in the use of the Zendesk customer service software for live chat and ticket response. ZOHO One Qualified in the use of the CRM (Customer Relationship Management) ZOHO One for data entry for new customers, billing information, payment processing and invoice generation. Capsule CRM Qualified in the use of the Capsule CRM for customers data entry, billing information and payment processing. Slack Experienced in the use of Slack for internal messaging within the working team. Google Workspace Suite: Experience in the use of Google Docs and Sheets for daily activities. Microsoft Office Suite Experience working in Microsoft Word, Excel and PowerPoint for daily activities and projects
Work history
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Skills

Skills

  • Zoho CRM
  • Zendesk
  • CRM Software
  • Email Support
  • Email
  • Slack
  • Email Communication
  • Real Estate
  • Real Estate Acquisition

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