Edward Zelaya
Victorville
Summary
Bilingual customer service professional with proven track record in effectively resolving customer queries and enhancing service quality. Known for strong collaboration and ability to adapt to changing needs. Skilled in active listening and conflict resolution, ensuring positive customer experiences and team success.
Overview
5
5
years of professional experience
Work History
Seasonal Bilingual Call Center Representative
Foundation for California Community Colleges
05.2025 - 10.2025
- Resolved inquiries and complaints efficiently, achieving high levels of customer satisfaction.
- Utilized CRM software (SalesForce) to document interactions and track issues for continuous improvement.
- Collaborated with team members to optimize response times and streamline processes.
- Reduced average handle time while maintaining high caller satisfaction rates through efficient issue resolution processes.
- Consistently met or exceeded Quality Assurance goals and assessment scores.
Customer Service Representative
Covered CA
09.2023 - 02.2025
- Assisted 100+ customers per day, praised by management for excellent service
- Educated customers on program benefits, eligibility requirements, and application procedures.
- Utilized CRM software (SalesForce) to track interactions and maintain accurate customer records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Retail Sales Consultant
AT&T
04.2022 - 02.2023
- Sold AT&T and DirectTV services to new/existing clients & closely consulted with individuals about the products/services that best suited their needs
- Handled complex cash/credit transactions and evaluated the credit worthiness of customers.
- Worked closely with technology and kept clients engaged with the current equipment that best suited their individual needs.
- Ranked #1 in my store and #4 in my district for the month of October 2022, and exceeded my monthly sales goal for each month of employment. Also maintained a perfect customer satisfaction score.
Sales Representative
Verizon Authorized Retailer Victra
07.2021 - 11.2021
- Sold Verizon phone service to new/existing clients & closely consulted with individuals about the products/services that best suited their needs.
- Handled complex cash/credit transactions and evaluated the credit worthiness of customers.
- Worked closely with technology and kept clients engaged with the current equipment that best suited their individual needs.
- Exceeded my sales goals for each month of employment.
Loan Officer Assistant
Hasan Abbas & Associates Inc.
09.2020 - 03.2021
- Worked closely with Loan officer in assisting with mortgages and choosing products for clients that best suited their needs.
- Assisted clients in choosing the best loan product and applying for it.
- Handled credit transactions and evaluated credit worthiness of clients.
- Performed general office work which included interacting with technology.
Education
AA-T - Sociology
Victor Valley College
Victorville, CA06.2021
Skills
- Computer Skills
- Written & Verbal Communication
- Product Sales
- Bilingual
- CRM navigation
- Script adherence
- Customer service
- Problem-solving skills
- Call center customer service
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Cash handling
- Product knowledge
- Interpersonal skills
- Quality control
- Documentation and reporting
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Seasonal Bilingual Call Center Representative
Foundation for California Community Colleges
05.2025 - 10.2025
Customer Service Representative
Covered CA
09.2023 - 02.2025
Retail Sales Consultant
AT&T
04.2022 - 02.2023
Sales Representative
Verizon Authorized Retailer Victra
07.2021 - 11.2021
Loan Officer Assistant
Hasan Abbas & Associates Inc.
09.2020 - 03.2021
AA-T - Sociology
Victor Valley College