Lourdes Georgina Gilmore
CS Clerk
Winnipeg,MB
Summary
Dynamic Bilingual Customer Service Representative with 13 years of experience handling incoming calls, resolving customer issues,
Native Spanish speaker and fluent in English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Bilingual Customer Service Representative
Intouch CX
07.2020 - Current
- Gained customer trust by providing knowledgeable and accurate information.
- Assisted customers with inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
Skybridge Americas
06.2004 - 06.2020
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized Spanish proficiency to build relationships with Spanish speaking customers.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Responded to customer calls and emails to answer questions about products and services.
- Translated documents, forms and other materials from English to Spanish.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained and managed customer files and databases.
Education
Bachelor of Mexican Law - Mexican Law
07.1995
Skills
- Information Updates
- Online Systems
- First-Tier Technical Support
- Service Recommendations
- Microsoft Office
Timeline
Bilingual Customer Service Representative - Intouch CX
07.2020 - Current
Customer Service Representative - Skybridge Americas
06.2004 - 06.2020
UMSNH - University of Michoacan - Bachelor of Mexican Law, Mexican Law
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