Francisco Narvaez -Vega
Orlando
Summary
Customer service representative with 10+ years of experience in bilingual support and conflict resolution within telecommunications. Proven track record of enhancing customer engagement and satisfaction through effective problem-solving and organizational skills. Strong communication abilities and CRM expertise drive service excellence and promote team collaboration.
Overview
10
10
years of professional experience
Work History
Housing Specialist, Customer Service
Beacon Hills Staffing
08.2022 - Current
- Company Overview: (Client: Nan McKay International)
- Responded accurately and professionally to customer inquiries, utilizing all available resources and program knowledge, resulting in a significant improvement in first call resolution rate.
- Identified and escalated unresolved inquiries to management, ensuring timely and effective resolution of priority issues.
- Performed data entry into SharePoint and PHA business system, maintaining accurate records and enhancing data accuracy and efficiency.
- (Client: Nan McKay International)
Bilingual Customer Service (Client: Maximus)
Symphony Placements
05.2024 - 02.2025
- Answered inbound phone calls to provide information and assistance regarding health care insurance options, achieving a high provider satisfaction rate.
- Resolved customer complaints in a timely and professional manner.
- Maintained accurate records of customer interactions, orders, and account details.
- Utilized multiple database applications to efficiently resolve issues, contributing to a customer satisfaction improvement in first call resolution rate.
Call Center Sales Outbound Representative (Bilingual Spanish)
Spectrum
06.2023 - 11.2023
- Consistently achieved monthly sales quotas by adding new lines of service, resulting increase in sales revenue.
- Acted as a product consultant, promoting and recommending Spectrum products, leading to improvement in customer satisfaction.
- Utilized multiple database applications to update customer and account information, enhancing data accuracy and efficiency.
Owner Care
Wyndham Destinations
10.2019 - 07.2021
- Spearheaded special projects to enhance company processes and member experiences, identifying root causes and providing education, resulting in improved customer satisfaction.
- Protected the Wyndham brand by adhering to company policies and the Count on Me service philosophy, preventing further escalation of concerns.
- Evaluated and provided appropriate compensation, ensuring timely and accurate resolution and reporting of issues, contributing to an increase in first call resolution rate.
Bilingual Customer Service Representative
Centene
06.2018 - 06.2019
- Responded to telephone inquiries from members and providers, utilizing current reference materials and resources, resulting in high first call resolution rate.
- Assisted members with website registration and navigation, improving user experience and satisfaction.
- Documented all activities for quality and metrics reporting through the CRM application, ensuring accurate and timely follow-up.
Bilingual Spanish Reservations
Wyndham Vacations Ownership
05.2017 - 05.2018
- Delivered excellent customer service in a call center environment, assisting owners with vacation planning, resulting in increased customer satisfaction rates by providing excellent personalized service.
- Met monthly goals by providing high-quality service, contributing to new business development and achieving a increase in reservations.
- Handled inbound calls from English and Spanish-speaking customers, evaluating financial inquiries and processing payments, improving first call resolution.
Club Counselor
Hilton Grand Vacations Club
05.2015 - 05.2017
- Answered inbound telephone calls from members and owners, effectively resolving inquiries and educating members on program options, resulting in a high first call resolution rate.
- Confirmed reservations at resorts and affiliates, providing comprehensive information about the resort, unit amenities, and mandatory alerts, enhancing customer satisfaction.
- Utilized multiple software applications to transact maintenance fee payments, loan payments, and payoffs, ensuring accurate and timely processing, contributing to improved efficiency.
Education
High School Diploma -
Lino Padron Rivera High School
Vega Baja, PR 06-1995
Skills
- Conflict resolution
- Organizational skills
- Customer service and relationship management
- Telecommunications expertise
- Data entry proficiency
- Troubleshooting and problem solving
- Active listening
- First call resolution
- Bilingual communication
- Call center experience
- Empathy and patience
- Hospitality support
- Live chat assistance
- Attention to detail
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
Timeline
Bilingual Customer Service (Client: Maximus)
Symphony Placements
05.2024 - 02.2025
Call Center Sales Outbound Representative (Bilingual Spanish)
Spectrum
06.2023 - 11.2023
Housing Specialist, Customer Service
Beacon Hills Staffing
08.2022 - Current
Owner Care
Wyndham Destinations
10.2019 - 07.2021
Bilingual Customer Service Representative
Centene
06.2018 - 06.2019
Bilingual Spanish Reservations
Wyndham Vacations Ownership
05.2017 - 05.2018
Club Counselor
Hilton Grand Vacations Club
05.2015 - 05.2017
High School Diploma -
Lino Padron Rivera High School