Bilingual Customer Care Resume Sample
Dario Haag
1232 Matilda Fields,
Boston,
MA
+1 (555) 529 3133
Work Experience
Bilingual Customer Care Specialist
12/2015
-
PRESENT
Detroit, MI
- Solving challenging problems for members that impact their healthcare needs
- Providing vital information to members healthcare needs
- Being a consumer advocate to assist members with specific needs
- Professionally handle incoming requests from Customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly
- Apply exceptional judgment in analyzing and resolving problems
- Training and coaching experience required
- Energetic and positive outlook required
Bilingual Customer Care Representative
11/2012
-
08/2015
Los Angeles, CA
- Analyze performance data and charts against defined parameters
- Monitor performance by gathering relevant data and producing statistical reports
- Maintains confidentiality of customer’s non public information
- Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas
- Responsible for improving customer retention through programs and exemplary service provided to the customer
- Make recommendations according to customer's needs on features, accessories, upgrades and options
- Where appropriate timely monitoring, paging, and escalation of customer support issues to the Support organization
- Provide Global Customer Assistance functions to the support organization through the entitlement checking and routing of incoming support calls
- Take ownership and provide Global Customer Assistance functions to customers in relation to license generation, and license troubleshooting
Bilingual Customer Care Assistant
04/2006
-
08/2012
Phoenix, AZ
- Expert knowledge and understanding of workforce planning programs and principles
- Thorough understanding of aspect, e-WFM tools and Avaya
- Demonstrated skills in all phases of workforce planning, forecasting and intra-day functions
- Call routing knowledge
- Promote quality achievement and performance improvement throughout the organization
- Experience in setting QA compliance objectives and ensuring that targets are achieved
- Identify relevant quality-related training needs and training
Education
Walla Walla University
2002 - 2006
Bachelor's Degree in Spanish
Professional Skills
- Negotiating skills are important, particularly when two parties differ over the validity of a filing or the information needed to settle a claim
- Strong probing and problem-solving skills to work with customers to provide best resolution possible
- A strong communicator with good listening and computer skills and the ability to be empathetic and helpful
- Excellent reading and written skills
- Demonstrated experience developing and leading process improvement projects that drove operational efficiencies
- Proficient customer service skills, including attitude and ethics
- Capable of demonstrating teamwork skills
How to write Bilingual Customer Care Resume
Bilingual Customer Care role is responsible for organizational, training, computer, typing, customer, microsoft, etiquette, finance, credit, database.
To write great resume for bilingual customer care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Bilingual Customer Care Resume
The section contact information is important in your bilingual customer care resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Bilingual Customer Care Resume
The section work experience is an essential part of your bilingual customer care resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous bilingual customer care responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular bilingual customer care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Bilingual Customer Care resume experience can include:
- Take ownership and provide Global Customer Assistance functions to customers in relation to customer care issues such as contract updates, license history report, returns, order processing,
- Demonstrate effective organizational and problem solving skills
- Demonstrate effective organizational and problem-solving skills
- Meticulous, excellent interpersonal skills and enjoys teamwork
- Good working knowledge of veterinary and medical terminology; experience in an Animal Hospital setting is considered an asset
- Acquire job skills and learn company policies and procedures to complete routine tasks
Education on a Bilingual Customer Care Resume
Make sure to make education a priority on your bilingual customer care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your bilingual customer care experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Bilingual Customer Care Resume
When listing skills on your bilingual customer care resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical bilingual customer care skills:
- Excellent interpersonal, written and oral communication skills in both English and French
- Experience in a Sales or Customer Service role; previous experience in the pharmaceutical industry (Animal Health) is considered a strong asset
- Strong computer skills (i.e. ERP systems, Microsoft Applications, databases)
- Solution-driven individual and excellent organizational, analytical, written and oral communication skills
- Good working knowledge of veterinary and medical terminology; experience in an Animal Hospital setting is considered asset
- Effectively and accurately communicate in writing and on the telephone required Required
List of Typical Experience For a Bilingual Customer Care Resume
1
Experience For Bilingual Customer Care Representative Resume
- Prioritizing and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner
- Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
- Demonstrate ability to utilize multiple ERP systems, including SAP Fusion
- Create a legendary customer experience at every interaction and look for ways to contribute to the ongoing success of Cardinal Health Canada
- Strong proficiency of the English language is required; Multi-lingual capabilities are highly desirable
- Demonstrated ability to fluently speak, read, and write both French and English required
- Bilingualism essential (strong knowledge of French and English)
- Post-secondary education and/or equivalent combination of education and experience
2
Experience For Bilingual Customer Care Specialist Resume
- Learn and retain client’s product knowledge to provide the customers excellent
- Provide positive experiences to our customers via in-bound phone calls (20-60 per day)
- Previous experience in a Healthcare support role
- Minimizing risk and losses by knowing and adhering to Scotiabank policies, authentication procedures and key controls
- Tracking service requests against invoices received from Service Provider. Estimating invoiced versus outstanding for accrual report to Finance Team
- Answering inbound calls
3
Experience For Bilingual Customer Care Associate Resume
- Contributing to growth of the credit portfolio by retaining profitable client relationships, specifically related to credit accounts
- Provide side by side support, coaching, mentoring and additional training when needed to call center
- Strengthen clients’ brands by responding to customer inquiries, processing requests, and always striving to surpass expectations
- Service incoming customer calls, emails and faxes by responding to general inquires and requests for information and Customer inquiries
- Recognize opportunities to cross-sell or up-sell electronic banking services or other various banking products to customers via telephone
- Answer incoming telephone calls, process orders and resolve order inquiries to the customer's satisfaction, while maintaining quality standards
- Identify opportunities for additional training and coaching
- Refers callers requesting provider information to Provider Services regarding Magellan's professional provider selection criteria and application process
4
Experience For Bilingual Customer Care Furniture Specialist Resume
- Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns
- Communicate through emails and correspondence with team members and funeral homes using clear, simple language to ensure understanding
- Monitor regional Customer Assistance Service Cloud queue for all regional Customer Assistance issues ensuring responsiveness with Service Level Objectives
- Assist internal and external customers with questions regarding SunPass and FDOT accounts and other FTE issues
- Manage inquiries regarding registration stops and express lane transactions
5
Experience For French Bilingual Customer Care Representative Resume
- Respond to questions and concern from customers via email. Also, responding to escalated emails
- Comfortable working with different computer applications simultaneously
- Knowledge of Scotiabank’s products and services
- Evaluate complaint for need to investigate and coordinate sample retrieval
- Provide complainants resolutions (written or verbal) communication for known issues
- Notification to third parties of product complaint
- Assist Customers with product requests and service problems by clarifying Customer’s need, providing the best solution, and escalating issues as appropriate to ensure Customer satisfaction
- Providing 1st level product support
6
Experience For Bilingual Customer Care Manager Resume
- Ensure all tasks required are done with department SLA’s accurately and service is exemplary and professional at all times
- Provide information to customers and employees in accordance with company’s policies and procedures
- Fluent in French and English required
- Successfully read, write and communicate French and English
- Successfully meet English and French competencies
7
Experience For Bilingual Customer Care Team Lead Resume
- Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame
- Participates in the completion of RFP’s, tenders and customer presentations
- Establish and enhance key relationships up and across each assigned customer’s Business and IT organization
- Establish and enhance key relationships with the SI and vendor community to ensure the timely delivery and accelerated business user utilization of Teradata’s analytic solutions
- Responds to both internal and external customer inquiries through a variety of mediums such as: e-mails, chat, telephone, etc. in a courteous and timely manner as outlined in the department’s established service levels
- Motivate and develop associate with innovative recognition techniques to ensure individual and team performance expectations are met
- Initiates and implements appropriate actions to ensure department standards are met within section
- Identify, resolve and escalate concerns (associate, system, client) as needed
- Handle all phone inquiries related to Fast card PIN’s, Carrier PIN’s, Bellsouth and other related long distance cards powered by Fastcard or the parent company (Interactive Communications). Based on training Customer Service training manuals and other related materials provided by InComm
8
Experience For Bilingual Customer Care Coordinator Resume
- Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with Incomm’s regulations
- Follow Escalation Event procedures in accordance with Incomm’s Customer Service Manual. (i.e. Duplicate PIN, PIN added to the incorrect account by Customer Care, Potential fraud issues)
- Provide Bilingual (English and French) customer service support of all customer service related activities including, orders, credits, problem resolution, product returns and product complaints
- Ensure customer master, list price, and discount pricing are accurately set up and maintained as per business requirements and in compliance with all relevant Standard Operating Procedures (SOPs)
- Work independently as well as collaborate effectively with team members
- Identify and propose process improvements to enhance the customer experience
- Organize, plan and prioritize work load
- Act as a liaison between customers and internal BICL stakeholders and third party partners to ensure appropriate and timely response to customer needs
- Answer all customer queries efficiently, politely and directly
9
Experience For Saks.com Bilingual Customer Care Associate Resume
- Log all interactions in the defined Customer Relationship Management system
- Ensure all follow up communication is made in a timely manner
- Ensure all internal processes and procedures are adhered to
- Inform potential bidders of auction processes and procedures
- Inform customers and transporters of item pick-up procedures and guidelines
- Comprehend, inform and enforce the IronPlanet terms and conditions
- Address all relevant communications or disseminate to the appropriate party
10
Experience For Bilingual Customer Care Assistant Resume
- Make outbound calls as directed to support customer acquisitions
- Coordinate with other departments to ensure customer satisfaction
- Liaison between Territory POCs with on-site responsibility for DLA property and transporters/buyers
- Serve as the primary resource for logistics needs of resale buyers
- Coordinate/communicate schedules for equipment removal
- Proactively follow-up with Territory POCs/transporters/buyers to verify transportation status
- Redirects complex or specialized concerns to appropriate team for follow up (e.g. -- medical inquiries, technical product support) when applicable
- Payrate: $11.00 to $13.50 (DOE)
List of Typical Skills For a Bilingual Customer Care Resume
1
Skills For Bilingual Customer Care Representative Resume
- Competent communication skills and telephone manner
- Strong work ethic and organizational skill
- Working knowledge of Word, Excel, and Outlook; experience with AS/400helpful
- Capable of prioritizing multiple tasks and organizing workload efficiently
- Generate new and repeat sales by providing excellent customer service and knowledge of marketplace
- Inform and educate clients on their self-service options through various SunTrust technologies to improve their individual banking experience
- Data Entry and Tech Support experience
- High energy level and the ability to establish trust and be decisive but be able to recognize and support the organization’s preferences and priorities
2
Skills For Bilingual Customer Care Specialist Resume
- Promoting and cross-selling appropriate banking products / services when applicable to the conversation as well as retaining existing client relationships; and
- Assisting customers in the servicing of their mortgage
- Identifying and developing customer business opportunities on Inbound Retention calls
- Contributing to optimal efficiency of the Centre by ensuring productivity goals are attained as required on Inbound and Outbound projects
- Logging customer issues/complaints in AS400 and follow up required
- Acting as a product expert to our clients
- Provide outstanding, personalized service to all of our clients by building rapport and make every attempt at providing first call resolution
- Capable of being thorough in accomplishing a task with concern for all areas involved
- Transfer complex issues to appropriate staff after completely and accurately acquiring information regarding issue
3
Skills For Bilingual Customer Care Associate Resume
- Responsible for reviewing orders on hold and ensuring action has been taken
- Analytical capacity and troubleshooting mindset
- International mindset and attitudes, understanding regional diversity
- Respond and resolve all first level, inbound inquiries and issues regarding member eligibility, claims, authorizations, and provider services
- Accurately update and document EZCAP Customer Service records with all information pertaining to more complex inquiries
- Ensure satisfaction of internal reporting requirements and participate in projects as required
- Increase sales by cross-selling. Educate customers about terminology, features, and benefits of company
- Develop innovative approaches to mediate complex logistics issues, requiring the ability to communicate clearly and directly
- Inbound script reading (English and Spanish)
4
Skills For Bilingual Customer Care Furniture Specialist Resume
- Handle multiple/concurrent tasks/computer programs
- Educate customers, providers and employers about Humana’s products and services over the telephone
- Verbal and Written fluency in English. Portuguese and/or Spanish fluency desired
- Capacity to handle difficult customer situations
- Consistently utilize multiple resources to resolve inquiries while on the phone
- Follow through on customer issues promptly and accurately until completion
- Communicate with the members, physicians, internal departments and other internal and external customers in a professional, courteous, and respectful manner
- Makes suggestions and recommendations to Supervisor in an effort to continually improve customer service operations
- Develop and maintain banking relationships with customers and foster overall customer satisfaction through the effective use of the Customer Experience Model by
5
Skills For French Bilingual Customer Care Representative Resume
- Accountable for providing customers with a professional, courteous and positive experience on a consistent basis by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments
- Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent. Job role in Call Centre Executive or equivalent.
- Healthcare experience 1 year
- Previous customer care experience an asset
- Excellent communicator - verbal and written in both French & English is required
- Set priorities with a sense of urgency and make decisions in a dynamic work environment
6
Skills For Bilingual Customer Care Manager Resume
- Process sales orders received via telephone, e-mail or fax
- Provide service and information to the sales force (i.e. stock status, item details, promotional details, delivery status, etc.)
- Process every order received for accuracy, ensure any special details or instructions are carried out to ensure total customer responsiveness (manual, EDI, GVC, QPharma)
- Handle appropriately all sales/marketing/distribution/logistics and account receivable inquiries
- Investigate, analyze and resolve all customer inquiries/requests within required time frame
- Responsible for providing return authorizations, providing shipment tracing, shortage inquiries, price discrepancies, product complaints, product availability, notification to sales representatives, etc within required time frame
- Process customer returns and claims if applicable
- Handle distribution issues with Third Party Logistics (UPS) to ensure customer receives order on time and seek necessary approvals to accommodate customers request
- Monitor the group mailbox for all incoming emails. Responsible to handle requests in a timely manner and distribute all requests to the appropriate department for handling
7
Skills For Bilingual Customer Care Team Lead Resume
- Group- rate insurance options available immediately upon hire (Available for purchase and administered by a designated third-party vendor)
- Fluency in English and Creole
- Up to 1 year of previous experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent background
- Student lending, banking, or financial aid
- Be curious about our members needs with a sincere satisfaction in providing high level of service
- Easy to work with and a positive attitude toward resolving different challenges throughout the day
- Enthusiasm to work with customers on complex issues and a desire to finding resolutions
8
Skills For Bilingual Customer Care Coordinator Resume
- Technically oriented and dedicated to providing first rate customer service
- Clear understanding of Supply Chain processes specifically in transportation & logistics and the Canadian geography
- Develops and maintains up-to-date knowledge on Novo Nordisk’s relevant competitors’ products and corresponding therapeutic areas
- Accountable in the area of attendance
- Fluently Bilingual (French/English – both written and verbal)
- Technical and mechanical background/knowledge would be an asset
9
Skills For Saks.com Bilingual Customer Care Associate Resume
- H.S. Diploma or G.E.D. Certificate
- Pass a criminal background
- Background in supported department/product
- Works well independently as well as in a team
- Knowledge of various software applications; ERP systems such as SAP, JD Edwards or similar
- Advanced knowledge with Microsoft Outlook, Excel, Word, Power Point
10
Skills For Bilingual Customer Care Assistant Resume
- Fluent in both English and French (verbal & written)
- Patient, great listener, able to manage stressful situations in a professional manner
- Takes initiative, is proactive, professionalism
- Live the GSK values of Respect, Transparency, Integrity Patient focused
- Understand Teradata’s Solution offerings and key differentiators to develop and successfully execute sales strategies that expand and maximize Teradata’s business relationships across the assigned rider
- Develop and maintain a deep understanding of each assigned customer’s key business initiatives to effectively position Teradata’s Analytic solutions and consulting services portfolio in terms of ROI and relevant business metrics
List of Typical Responsibilities For a Bilingual Customer Care Resume
1
Responsibilities For Bilingual Customer Care Representative Resume
- Responds in Spanish and English to both internal and external customer inquiries through a variety of mediums such as: e-mails, chat, telephone, etc. in a courteous and timely manner as outlined in the department’s established service levels
- Demonstrated ability to fluently speak, read, and write both Spanish and English required
- Demonstrated ability to perform 10 key and data entry by touch required
- Manage own time management to appropriately prioritize backlogs, and to review quality issues with peers and Quality team
- Perform successfully in a fast paced, changing environment while meeting and or exceeding established performance measures
2
Responsibilities For Bilingual Customer Care Specialist Resume
- Completes customer contact logs and documents Spanish speaking interactions
- We offer a competitive salary/wages, the starting pay is $12.00hr
- Capacity to multi-task, including use of multiple computer applications simultaneously
- Document feedback from customers and respond accordingly
- Provide fluently bilingual (English and Spanish) support for multiple regions such as North America (US & Canada), Caribbean & Central America (CCA), and Latin America (LATAM)
- Demonstrate strong interpersonal skills and team player attitude, share team responsibilities, and support team functions
- Utilize multiple ERP systems, including SAP Consumer and SAP Fusion
- Serve as a liaison between Customer Financial Services, Customer Relations, Sales, Marketing, Distribution and other departments and country-specific associates and leadership within the organization as needed by the customer
3
Responsibilities For Bilingual Customer Care Associate Resume
- Adhere to Environmental Health and Safety policies and procedures and support department objectives
- Enter orders received from customers via phone, fax, or email to the order entry system (or multiple ERP systems) per established customer service procedures while maintaining departmental standards
- Provide resolution to customers’ inquiries, returns, and feedback utilizing the appropriate systems and other related material
- Basic proficiency with MS Office (Word, Excel, Outlook) and Internet Navigation required
- Adhere to Automatic Call Distribution (ACD) schedules and procedures
4
Responsibilities For Bilingual Customer Care Furniture Specialist Resume
- Maintain knowledge of policies, processes, products and organizations related to the Global Customer Assistance functionality scope
- Monitor Global Customer Assistance Service Cloud queues for severity 1
- Flexibility to be able to support afterhours or End of Month/End of Quarter business
- Receive inbound escalations via Customer Care Associate and provide further support to customers
- Monitor service desk queue regularly to ensure prompt response is provided to customers concern
5
Responsibilities For French Bilingual Customer Care Representative Resume
- Provide fluently bilingual (English and French) support for multiple regions such as North America (US & Canada)
- Maintaining the confidentiality of customer information and ensuring all transactions are compliant and that full disclosure is provided and all relevant scripts are read verbatim on all calls
- Process customer purchase orders and sample orders for sales reps
- Receives general direction on standard work
- Receives detailed instruction on new assignments
- Preparing and coding of invoices from Service Provider; as well as creating Cheque Requisitions for payments as required – submission of these to Nashville A/P for processing
6
Responsibilities For Bilingual Customer Care Manager Resume
- Conduct analysis and trend reporting for labour costs for After Sales Service
- Engage in monthly performance review/coaching sessions with Customer Care Supervisor
- Spanish and English speaking
- Assist customers with financial assistance and other inquiries regarding a pharmaceutical product
- Responsible for meeting QA
- Processes claims, cancellations, billing and other customers’ requests
- Research claims for proof of passing
- Prepares correspondence using standard templates
7
Responsibilities For Bilingual Customer Care Team Lead Resume
- Research payments and billing requests
- Implements product recall strategies under the direction of QA
- Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs
- Refers patients/EAP clients to the Magellan's Care Management team for a provider, EAP affiliate, or Facility
- Respond to all front-line initial customer inquiries and issues and try to ensure a first response resolution
- Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups
- Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all AlarmForce products
- Concisely record all issues and resolutions into SBN
8
Responsibilities For Bilingual Customer Care Coordinator Resume
- Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)
- Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care
- The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers
- Ensures high level of customer satisfaction is obtained with each interaction
- Role is responsible for assigned population of customers within a specified region of support
- Effectively and consistently communicate messages, timely product information and/or specific offers to physicians, health care staff and/or consumers via inbound tele-service according to specific initiatives
- Comply with all industry regulations and policies and procedures
- Review, research, and analyze documentation to ensure all requirements are met
9
Responsibilities For Saks.com Bilingual Customer Care Associate Resume
- Sets up and issue new policies
- Contact Center, Inbound or Outbound
- Stable, consistency work history
- English and Spanish fluency,
- Customer focused with attention to details
- Computer proficient: Microsoft office (Emails/correspondence)
- Doctor’s office front desk-patients interactions
- Build positive rapport with customers
10
Responsibilities For Bilingual Customer Care Assistant Resume
- Meet Regulatory Compliances
- Analyzes documentation and make self-empowered decisions
- Professionally and calmly deal with a wide variety of customer communication styles required Required
- Work between the hours of 7 AM and 6 PM
- Acquiring and maintaining a detailed knowledge of two skill groupings of products and transactional services as well as the policies and procedures necessary to respond appropriately to customer concerns
- Developing and maintaining an awareness of competitors’ products, services and marketing initiatives; and being able to articulate how Scotiabank products/services provide superior value
- Assist in and contribute to the development and growth of profitable business across the protection, credit, investment and day-to-day banking product and services lines by
- Achieve and maintain required service level standards (i.e. right party connects, compliance) by
- Participate actively in team activities/initiatives by working cooperatively to the mutual benefit of all members and taking responsibility for self-learning and development
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