Yolmaris Salazar Lopez
Bilingual Customer Service Agent
Bogota
Summary
I have experience in English-Spanish translation and upselling strategies, while working as a Bilingual Customer Service Representative I have learned to take advantage of intercultural awareness and multitasking capabilities to improve customer satisfaction and streamline problem resolution, significantly contributing to the team's success in high-volume call management and sales closing.
Overview
2
2
years of professional experience
Work History
Bilingual Customer Service Representative
OTD AMERICAS S.A.S
Bogota, Colombia
07.2024 - Current
- The campaign I work for is called AT&T, which is the largest mobile phone and internet company in the USA. I operate in the customer service line for businesses, my job consists of assisting with the payment of invoices for mobile phone service and reviewing the correct billing of services, providing general information about the company's services, specifically the plans of mobile telephony and internet, offer and sell these services in addition to mobile devices such as cell phones, tablets, smart watches, routers and hotspots
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- 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.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Documented customer service policies, scripts and procedures in English.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
TELEPERFORMANCE COLOMBIA S.A.S
Valledupar, Colombia (Remote)
10.2022 - 04.2023
- Responded to customer requests for products, services, and company information.
- The campaign I worked for is called Doordash, which is an application that provides home delivery service. There I operated in two different customer service lines, one was the consumer line (who were the ones who placed orders through the application) and the other line was assistance to the delivery people who delivered the orders. My job consisted of assisting users when there was an error in the delivery of orders, reporting complaints and claims, providing assistance to navigate through the application and providing technical assistance when the application failed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Provided language translation services for customer service inquiries.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Education
Undergraduate Degree - Public Administration
Escuela Superior De Administración Pública
Bogotá, Colombia 05.2001 -
Skills
Call center experience
Cross-cultural awareness
Upselling strategies
English - Spanish translation
Multitasking
Problem-solving aptitude
Sales closing
Timeline
Bilingual Customer Service Representative
OTD AMERICAS S.A.S
07.2024 - Current
Customer Service Representative
TELEPERFORMANCE COLOMBIA S.A.S
10.2022 - 04.2023
Undergraduate Degree - Public Administration
Escuela Superior De Administración Pública
05.2001 -