Lily Silva
Sacramento
Summary
Highly experienced and service-oriented customer support professional with over 25 years of success delivering compassionate, efficient assistance across healthcare, hospitality, and remote contact center settings. Adept at managing high call volumes, resolving complex service issues, and supporting patients and clients with empathy, clarity, and professionalism. Bilingual in English and Spanish, with a proven ability to communicate effectively with diverse populations and maintain a calm, solutions-focused approach in high-pressure situations. Trusted for accuracy, discretion, and a strong commitment to delivering exceptional service experiences in every interaction.
Overview
11
11
years of professional experience
Work History
REMOTE Customer Service Rep.
BBS PARTS DISTRIBUTING
06.2020 - 07.2025
- Delivered exceptional, compassionate customer service as the primary bilingual representative, supporting both English and Spanish speaking customers throughout the West Coast and South America.
- Handled 60-70 inbound calls per day, assisting retail and wholesale clients with appliance parts inquiries, product selection, invoicing orders, and shipping coordination, while working closely with warehouse staff to ensure order accuracy and timely fulfillment.
- Supported international customers with professionalism, clarity, and cultural sensitivity, ensuring smooth communication and service resolution across borders.
- Used electronic cataloging systems to quickly locate accurate parts information and guide customers through technical and warranty related questions.
- Provided clear, empathetic explanations of product features, pricing, availability, and return/warranty policies to help customers make informed decisions.
- Maintained a calm, patient, and solutions focused attitude in every interaction, even during peak hours and challenging conversations.
- Collaborated closely with internal teams to resolve escalated issues and ensure a seamless, industry-best customer experience.
Front Desk & Optometrist Assistant
Dr. Jennifer Ong, OD Office of Optometry
05.2018 - 03.2020
- Provided exceptional, personalized customer service to every patient; greeting warmly, addressing questions with care, and ensuring a smooth, stress free visit from check-in to eye wear pickup.
- Managed front desk operations including appointment scheduling, patient check-in/check-out, insurance verification, and administrative support for doctors and staff.
- Guided patients through pre testing procedures (retinal imaging) to prepare them for their exams.
- Submitted accurate lens and contact lens orders, coordinated with labs and vendors, and ensured timely delivery and patient satisfaction.
- Maintained inventory of frames and contact lenses; handled reorders, returns and vendor communications.
- Balanced administrative duties with hands-on clinical support, ensuring smooth daily flow and a positive, welcoming environment for patients.
- Delivered bilingual service (English/Spanish) to support diverse patients with clear communication and care.
Hotel Concierge
BIG BUS Tours
05.2014 - 01.2018
- Provided warm, attentive customer service to hotel guests from around the world, ensuring each experience was memorable, smooth, and tailored to individual needs.
- Delivered high-end concierge services at different hotels, assisting guests with personalized travel planning, local recommendations, restaurant reservations, event bookings, and special requests.
- Serve as a trusted liaison between guests and local service providers, ensuring seamless experiences for domestic and international travelers, including VIP and medical guests.
- Maintained expert-level knowledge of local attractions, cultural events, transportation options, and dining establishments to provide tailored suggestions and insider tips.
- Handled high volumes of walk-in and phone inquiries with grace, professionalism, and urgency, even during peak seasons and high-stress situations.
- Collaborated with hotel departments (front desk, housekeeping, bell staff) to ensure guest needs were met proactively and consistently.
- Anticipated guest preferences and created memorable moments, contributing to high satisfaction scores and return bookings.
- Supported guests in both English and Spanish, ensuring inclusive service and clear communication.
Skills
- Bilingual: English & Spanish
- Microsoft office (Word, Excel, Outlook)
- E-PASS Invoice & Payment processing System
- Multi-system Navigation
- Phone Systems & Call Routing
- Remote Communication Platforms
- Data Entry & Order Processing
- Fast & Accurate Typing
- Cloud Tools
- File Organization & Documentation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
REMOTE Customer Service Rep.
BBS PARTS DISTRIBUTING
06.2020 - 07.2025
Front Desk & Optometrist Assistant
Dr. Jennifer Ong, OD Office of Optometry
05.2018 - 03.2020
Hotel Concierge
BIG BUS Tours
05.2014 - 01.2018
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