Haydee Lombay
Arroyo
Summary
Dynamic Bilingual Customer Service Representative with 10 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Care Specialist
Telecontacto: Agero Roadside Assistance |State Farm We Care| MTM
10.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services.
- Provided language translation services for customer service inquiries.
- Met all call quality standards and daily quotas for first-call resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Director
Innovative Resilience / International Connector
01.2019 - 02.2022
- Entrepreneurship mentoring and training for small projects to start, pursue and expand their ideas, companies, line of work or career
- Community collaborations and development
- Facilitator to innovation, empowerment and economic growth for the community
- Provided interpretation and transcription services as needed by clients.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Monitored and coordinated workflows to optimize resources.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Optimized operational processes using analytics tools to address client-specific metrics.
Customer Service representative
Oriental Bank
12.2015 - 01.2016
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Industrial Psychology
Universidad Interamericana- Recinto Metropolitano
2024
Bachelor’s - general psychology
University of Puerto Rico, Rio Piedras Campus
San Juan, PR2015
High School Graduate -
Escuela Superior Urbana de Patillas
2009
Skills
- MS Office, Outlook, Power Point, Emaze Presentations, Prezi, Excel, Word and Drive
- Proficiency in google programs including but not limited to Drive, Docs, Slides, Sheets, Gmail
- Email proficiency
- Data entry and analysis
- Call Center Operations
- Customer Care
- Conflict Resolution Techniques
- Conflict Mediation Abilities
- Spanish Interpreting
- Performance Goals
- Inbound and Outbound Calling
- Customer Account Management
- Online Chat
- Digital Preservation
- Accurate Recordkeeping
Accomplishments
- Financial Education Certification 2016
- WOTEC Workforce Training & Employment Center Inc
- Resiliecia para negocios ante un Desastre / Building a Resilience Business: a Course for Entrepreneurs
- Support Practitioners Digital Badge
- 2020
- George Mason University, Puerto Rico, Science, Technology and Research Trust, RBI y
- Echar Pa’ Lante (Banco Popular).
Timeline
Bilingual Customer Care Specialist
Telecontacto: Agero Roadside Assistance |State Farm We Care| MTM
10.2022 - Current
Director
Innovative Resilience / International Connector
01.2019 - 02.2022
Customer Service representative
Oriental Bank
12.2015 - 01.2016
Industrial Psychology
Universidad Interamericana- Recinto Metropolitano
Bachelor’s - general psychology
University of Puerto Rico, Rio Piedras Campus
High School Graduate -
Escuela Superior Urbana de Patillas
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