Overview
Work History
Skills
Languages
References
Timeline
Generic

Sidney Santana-Miranda

701 Cleveland St 1410

Overview

2
2
years of professional experience

Work History

Bilingual Lead Customer Care

Mobi
Work From Home, US
11.2022 - Current
  • Provided guidance and support to customer service representatives.
  • Maintained up-to-date knowledge of company products and services.
  • Analyzed customer feedback surveys and implemented changes accordingly (CSAT).
  • Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
  • Work with other departments through Slack to ensure a smooth workflow across all channels of communication.
  • Tracked customer issues and worked closely with relevant teams to resolve them quickly.
  • Reviewed existing processes and proposed solutions for efficiency gains (Knowledge Base)
  • Participated in cross functional meetings to discuss upcoming initiatives related to customer service (Lead Syncs).
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Planned and completed group projects, working smoothly with others.
  • Actioning and assigning reports through Asana & Google Sheets.
  • Creating biweekly the CXC schedule.

Bilingual Customer Care Specialist

Mobi
Work From Home, US
09.2021 - 11.2022
  • Answered inbound customer calls, responding to inquiries and resolving complaints in a professional manner.
  • Provided support for customers with questions about products or services in both English and Spanish.
  • Translated documents from Spanish to English and vice versa as needed.
  • Assisted customers with order placement, payment processing, delivery status updates, account maintenance, and other related requests.
  • Collaborated with various departments to resolve customer issues through Slack.
  • Used problem-solving techniques to quickly resolve any technical issues that arose during calls.
  • Actioning reports like the: Recurring Promo, Weekly Plan Change, 411 Unblocking, NPS follow-ups, Covid Payment Assistance, Spanish Learning Initiative, and others.

Skills

  • Customer Service
  • Scheduling
  • Project Management
  • Problem Resolution
  • Documentation and Reporting
  • Proficient in Google Docs Editors
  • Computer Skills
  • Performance Evaluations
  • Attention to Detail
  • Strong Work Ethic

Languages

Spanish
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Bilingual Lead Customer Care

Mobi
11.2022 - Current

Bilingual Customer Care Specialist

Mobi
09.2021 - 11.2022

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Sidney Santana-Miranda