WORK EXPERIENCE
Amazon
Customer Service Representative
Remote
Jul 2021 - Jun 2025
• Provide bilingual (English & Spanish) support via chat, phone, and email, resolving issues related to orders,
accounts, payments, and returns.
• De-escalate high-stress situations, delivering calm and empathetic service that achieves over 95% customer
satisfaction.
• Track call and case details in CRM for audit and reporting, ensuring data accuracy and compliance.
• Recognized for exceeding quality and productivity standards in a fast-paced virtual work environment.
Capital One
Branch Ambassador / Customer Experience Associate
2014 - 2018
• Served as the initial customer contact, managing account services, loan inquiries, and guidance on digital tools.
• Delivered personalized service to a diverse clientele, efficiently and professionally resolving customer concerns.
• Educated customers on fraud prevention, online tools, and financial wellness strategies.
Allstate
Customer Service & Sales Agent
2015 - 2017
• Facilitated bilingual support in English and Spanish for policy adjustments, claims processing, and quote
generation.
• Achieved upsell targets for auto and renters insurance, ensuring compliance and fostering customer trust.
• Recorded customer interactions for subsequent follow-up, analysis, and quality assurance.
Capital One
Personal Banker – Financial Center Associate
2006 - 2014
• Managed financial transactions and cross-sold banking services to up to 75 clients daily, enhancing client
satisfaction and engagement.
• Offered bilingual support to Spanish-speaking clients, facilitating clear communication and understanding of
sensitive financial matters.
• Trained new team members on customer service protocols and internal systems, contributing to team efficiency
and service quality.
EDUCATION
Bachelor of Science, Health Sciences
SKILLS
In Progress
Bilingual Communication: Fluent in English & Spanish (Verbal/Written) • Customer Engagement: Chat, Email,
Phone & Social Media Support • Issue Resolution: De-Escalation, Payment Processing, Upselling • Data Entry &
Documentation: Audit-Ready Case Tracking • Technical Proficiency: Typing 50+ WPM, Windows OS, Microsoft
Office • Soft Skills: Empathy, Patience, Logical Thinking, Prioritization