Luis M Cecilio Nieves
Caguas,PR
Summary
Highly skilled Bilingual Customer Service Representative with experience in managing diverse client base, addressing queries and resolving complex issues. Strong communication skills in English and Spanish help build relationships while providing top-tier service. Proven ability to handle high-pressure situations with professionalism and courtesy, enhancing customer satisfaction and loyalty. Previous work has demonstrated significant impact on improving customer interaction processes leading to increased efficiency.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Representative
MCS Classicare
Hato Rey
07.2023 - 02.2025
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Dialysis Technician
Centro Médico de Puerto Rico
San Juan, PR
05.2022 - 05.2023
- Followed infection control measures when cleaning and attaching hemodialysis machine to access sites like fistulas, catheters, and grafts.
- Initiated and terminated reverse osmosis water system and performed water quality monitoring tests prior to dialysis initiation.
- Set up and operated hemodialysis machines to provide dialysis treatment for patients with kidney failure.
- Inspected pressures, conductivity and temperature to verify conformance to safety standards.
CNC Supervisor
Global-Tek Manufacturing
Ceiba, PR
10.2019 - 01.2021
- Performed over 300 accurate tool changes and offsets.
- Assessed equipment after each production run, performing preventive maintenance to keep machines running.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Collaborated with internal teams to streamline operations across materials handling, production and shipping.
- Oversaw, coached and evaluated 50 employees.
- Supervised all production phases, including material preparation and sandblasting.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Education
Associate of Arts - Sound Engineering
Liceo De Arte Y Tecnología
Hato Rey, Puerto RicoOver 60 Credits - Computer Engineering
Universidad Ana G. Méndez
Caguas, Puerto RicoHigh School Diploma -
Escuela Superior Petra Mercado Bougart
Humacao, Puerto RicoSkills
- Machine loading
- Malfunction troubleshooting
- Blueprint reading
- Measuring equipment oversight
- Written and verbal communication
- Management information systems
- Quality assurance
- Complaint tracking
- Account management
- Call center experience
- Claims evaluation
- Eligibility determination
- Problem-solving
- Payment processing
- Call management
- CRM systems
- Fluent bilingualism
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 17 staff members.
- Consistently rated "excellent" in customer surveys regarding server friendliness, promptness and attentiveness.
Languages
Spanish
First Language
English
Advanced
C1
Timeline
Bilingual Customer Service Representative
MCS Classicare
07.2023 - 02.2025
Dialysis Technician
Centro Médico de Puerto Rico
05.2022 - 05.2023
CNC Supervisor
Global-Tek Manufacturing
10.2019 - 01.2021
Associate of Arts - Sound Engineering
Liceo De Arte Y Tecnología
Over 60 Credits - Computer Engineering
Universidad Ana G. Méndez
High School Diploma -
Escuela Superior Petra Mercado Bougart