About
Bilingual Spanish–English customer service professional with experience in phone support, call handling, and problem resolution.
Skilled in assisting customers, managing high-volume calls, and meeting quality and service metrics.
Strong communication, active listening, and customer-focused skills, with experience working with different systems and processes.
Seeking a remote customer support or virtual agent opportunity where I can provide professional and reliable support.
What I'm looking for
I’m looking for a remote customer service or customer support role where I can use my experience in communication, problem-solving, and helping customers. I’m also open to administrative and virtual assistant opportunities.
Experience
Bilingual Agent (Spanish – English)
Apr 2022 – Aug 2025
· Managed 40+ daily inbound calls in English and Spanish, delivering customer service and technical support.
· Resolved customer inquiries and account troubleshooting on first contact, achieving high customer satisfaction (CSAT) ratings.
· Adhered to strict company quality guidelines, consistently meeting performance metrics, key performance indicators (KPIs), and average handle time (AHT) goals.
customer serviceProblem solvingSystems managementEmpathy & Customer CareCall handling
Teleperformance Services Mexico
Analyst
Oct 2011 – Aug 2018
· Managed daily data entry and verification across internal databases, maintaining 99%+ accuracy across high-volume institutional records.
· Coordinated inter-agency operations with the Venezuelan Postal and Telegraph Institute, streamlining official document workflows and communication channels.
· Delivered administrative and operational support for key institutional processes, improving task tracking efficiency across two internal departments.
· Resolved 20+ weekly internal requests, facilitating cross-departmental coordination and ensuring timely project execution.
Administrative SupportData analysisDocument ManagementMicrosoft OfficeEXCEL
Ministry of Popular Power for Science, Technology and Innovation
Credit Supervisor for SMEs
Jul 2007 – Oct 2011
· Reviewed and evaluated 50+ credit applications monthly for small and medium-sized enterprises (SMEs), ensuring 100% regulatory compliance.
· Communicated with applicants to gather required financial documentation, reducing application processing time by 15%.
· Coordinated with internal risk and legal departments to streamline the credit evaluation workflow.
· Resolved documentation issues for applicants, accelerating overall approval timelines across 100+ total projects.
Credit AnalysisDocumentation ReviewProblem SolvingProcess Coordination
Ministry of Popular Power for Science, Technology and Intermediate Industries
Education
Universidad Católica Andrés Bello
Bachelorʼs Degree · Industrial Relations, Social Sciences
1993 – 1998
Universidad Católica Andrés Bello
Bachelorʼs Degree in Industrial Relations, Social Sciences · Social Sciences
1993 – 1998
Skills
BILINGUAL COMUNICATIONEMAIL CUSTOMER SUPPORTDOCUMENT MANAGMENTEXCELDATA ANALYSISEMPATHY&CUSTOMER CAREPROBLEM SOLVINGDATA ENTRYMULTITASKINGADMINISTRATIVE SUPPORTSYSTEM MANAGEMENTMICROSOFT OFFICEGOOGLE WORK SPACEMETRICS DRIVEN WORKCUSTOMER SERVICECall handling
Languages
English (Professional working proficiency)Spanish (Native or bilingual proficiency)
