Deyaneira Molina
Toa Alta
Summary
Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.
Overview
6
6
years of professional experience
Work History
Bilingual Customer Service Representative
TAS United Call Center
Guaynabo
02.2022 - 05.2023
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
Hostess
Labo PR
San Juan
06.2021 - 12.2021
- Monitored seating areas regularly and kept them spotless.
- Assisted managers with quickly resolving service- and food-related issues.
- Took reservations by phone and walk-ins.
- Answered customer questions about hours, seating and menu information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Customer Service
Kmart
Hato Rey, Puerto Rico
02.2017 - 02.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor of Science - Veterinary Technology
Universidad Ana G Mendez
Gurabo, PR06.2022
Skills
- Active Listening and Communication
- Wait List Management
- Time Management
- Guest Accommodations
- Front Counter leadership
- Hosting Functions
- Guest interaction
- Preparing for Events
- Call Transfers
- Bilingual: English & Spanish
- Customer service
- Language translation
- Customer support
- Call center experience
- Call management
Languages
Estonian
Advanced (C1)
Timeline
Bilingual Customer Service Representative
TAS United Call Center
02.2022 - 05.2023
Hostess
Labo PR
06.2021 - 12.2021
Customer Service
Kmart
02.2017 - 02.2018
Bachelor of Science - Veterinary Technology
Universidad Ana G Mendez