Bilingual Call Center Resume Sample

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Oswaldo Erdman
913 Von Skyway,  San Francisco, CA
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Work Experience


Bilingual Call Center Senior Quality Monitor
11/2017 - PRESENT
Houston, TX
  • Exercising quality customer service skills and obtain all necessary patient information via various communication methods
  • Addressing real time service issues and problem solving
  • Prioritize all incoming requests based on date of receipt, date of service, and customer to ensure appropriate action is taken related to service level agreements
  • Utilize negotiation skills to assure the most cost effective products and/or services are provided to our customers without sacrificing company quality standards
  • Populate all tracking logs and/or reports; automated call response reports, inventory logs, and task detail tracking
  • Acting as a liaison between all internal and external customers, proactively research and resolve outstanding issues in order to foster collaborative relationships
  • Through continuous learning, acquire broad foundation of product, department, and company knowledge both by self-evaluation and active participation in department, division, and company training initiatives
Bilingual Call Center Representative
05/2012 - 10/2017
Detroit, MI
  • Follow policy and procedures to reduce financial losses due to regulatory fines and/or customer errors
  • Work directly with Comerica's Fraud Prevention and Investigative Services to minimize and mitigate potential loss
  • Meet or exceed individual productivity and quality referral goals
  • Provide remarkable customer service by handling inbound customer service calls, offering problem resolution, communication and documentation of responses effectively
  • Responsible for developing knowledge of consumer products and services referring loans and deposit products to consumer and small business customers
  • Actively participate in sales meetings and offer creative ideas to enhance sales activities
  • Successful completion of required compliance related training
  • Control potential Comerica losses by following policies and procedure
  • Participate in team meetings and huddles
Bilingual Call Center Intern
03/2006 - 03/2012
Los Angeles, CA
  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
  • Sitting for long periods of time while using office equipment such as computers, phones and etc
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
  • Prepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management
  • Maintain participant’s engagement throughout a lengthy survey with a high level of complexity
  • Resolve issues following SOP’s
  • Maintain participant’s engagement throughout survey
  • Troubleshoot and resolve Check Card processing issues with emphasis on customer service

Education


Northwestern University
2002 - 2006
School's Degree in Social

Professional Skills


  • Good judgment, strong decision making and problem solving skills
  • Excellent phone and typing skills
  • Proven problem solving skills
  • Be a self-starter with excellent problem solving skills
  • Strong communication skills over the phone, through email, and in person
  • Strong phone and verbal communication skills
  • Able to Multi task and have strong time management skills

How to write Bilingual Call Center Resume

Bilingual Call Center role is responsible for customer, computer, typing, basic, software, compensation, telephony, retail, credit, training.
To write great resume for bilingual call center job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Bilingual Call Center Resume

The section contact information is important in your bilingual call center resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Bilingual Call Center Resume

The section work experience is an essential part of your bilingual call center resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous bilingual call center responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular bilingual call center position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Bilingual Call Center resume experience can include:

  • Solid computer skills
  • Excellent communication (written and verbal) skills in English and Spanish language
  • Effectively communicate with customers who call in with questions regarding their transportation locations
  • Detail oriented with highly developed problem-solving skills
  • PC literate and basic typing skills (at least 25 wpm)
  • Exceptional verbal, listening, interpersonal, and written communication skills

Education on a Bilingual Call Center Resume

Make sure to make education a priority on your bilingual call center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your bilingual call center experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Bilingual Call Center Resume

When listing skills on your bilingual call center resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical bilingual call center skills:

  • Being a detail oriented person and good organizational and time management skills
  • Effective communication and listening skills is required
  • Good data entry skills and ability to type at least 30 wpm
  • Solid written and verbal communication skills
  • Strong interpersonal and customer service skills with a sales mentality
  • Excellent customer service telephone skills, Ability to solve problems and analyze complex situations under pressure

List of Typical Experience For a Bilingual Call Center Resume

1

Experience For Bilingual Call Center Representative Resume

  • Possess organization and follow-up skills with attention to detail in a fast-paced environment
  • Identify areas of opportunity and utilizes skills/knowledge to suggest improvements
  • Communicate effectively with additional Ascensus departments to accomplish organizational objectives
  • Experience working in a high volume call center
  • Previous customer service experience in the ecommerce industry is ideal
  • Follow defined policies and procedures to provide a consistent level of excellent customer service
  • Reviews data to monitor the customer experience
  • 6months Customer Service experience (in person or over the phone)
2

Experience For Bilingual Call Center Agent Resume

  • Working in a team environment to manage calls in a high volume call center
  • Manage existing partner base, working with sales staff
  • Accurately document all call information according to standard operating procedures
  • Provide assistance with CVS.com account creations and updating existing customer information
  • Manage and place incoming telephone calls relating to open enrollment and benefits coordination
  • Manage the fielding and sending of important written business correspondence
  • Ensure team abides by ethical practices and TransPerfect Connect standards, which are observed during interpreting encounters
3

Experience For Bilingual Call Center Senior Quality Monitor Resume

  • Ensure team abides by ethical practices and TransPerfect standards, which are observed during interpreting encounters
  • Maintains staffing, scheduling and distribution of assignments/projects to meet department needs
  • Answer inquiries while maintaining and updating the customer database
  • Handle transactions or processing work including refunds, key entry, written communication and basic resolutions
  • Provide suggestions for team sales activities as it relates to promoting Comerica products
4

Experience For Bilingual Call Center Supervisor Resume

  • Professionally handle incoming requests from customers to set up pick-ups
  • Minimize guests’ hold times by following all processes
  • Develop a client portfolio including relevant users, technical documentation to support sales efforts, and client use of the product
  • Liaison with internal business development, operations team, marketing, and customer service to ensure partner satisfaction
  • Identify market opportunities for enhancements to existing products and development of new products
  • Make outbound calls to small business banking clients
  • Fulfillment of designated banking orders
  • Work with online banking team to assist business customers
  • Enters appropriate data and information into the applicable automated systems for processing renewals
5

Experience For Bilingual Call Center Customer Service Representative Resume

  • Answer all phone calls and emails ensuring that security and confidentiality are maintained for all customers
  • Research issues using available resources
  • Provide assistance with web site/mobile app navigation and placing web/mobile orders
  • Provide assistance with Prescription filling for both in-store and Home Delivery
  • Corrects any deficiencies or oversights as outlined by U/M or Manager during telephone monitor, file activity, or QA reviews
  • Meet quality assessments standards and call monitoring requirements
  • Manage accurate data entry of information involving the use of Windows 7 templates and Microsoft Excel
  • Receive incoming calls, email, and web requests from a variety of geographically located facilities in a professional, patient, and knowledgable manner
6

Experience For Bilingual Call Center Intern Resume

  • Participate in on/off-site training opportunities as offered
  • Provide assistance to English- and French-speaking customers
  • Build sustainable relationships and engage customers by going the extra mile
  • Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints
  • Extensive knowledge of and the ability to support all Charter Spectrum’s products and services including TV, Internet, and Phone
  • Evaluates job applicants, conducts interviews and makes hiring recommendations
  • Ensures accurate associate data files, including payroll, personnel and performance
7

Experience For Bilingual Call Center Customer Care Specialist Resume

  • Refers requests for scheduling changes and time off that fall outside established policies to the Manager for guidance
  • Maintain a sense of urgency in responding to the customer needs
  • Be creative and go above and beyond when assisting our customers
  • Ask probing questions and overcome objections
  • Knowledge of order entry systems and proficiency in navigating websites
  • Working knowledge of Medicaid guidelines
  • Online banking customer service
  • Intermediate knowledge of banking products and services
  • Comfortable with sitting at a desk for extended periods of time
8

Experience For Bilingual Call Center Specialist Resume

  • Be located within 50km of our office in Boucherville and able to be present on site for the initial 10 week training period
  • Informs patients of outstanding balances and requests payment
  • Assists in answering office telephones, takes accurate messages, schedules appointments, or any other patient request
  • Are dedicated to providing the highest level of customer service
  • Maintain composure when handling particularly difficult calls with customers
  • Proficiency with spelling and grammar
  • High level of accuracy (99%) with spelling and grammar
  • Clear verbal communication, written communication, and reading comprehension in English and Spanish required
9

Experience For Bilingual Call Center Rep Resume

  • Attendance all departmental meetings and training classes required
  • Have the ability to work in a multi-tasking environment
  • Online Training with access to more than 3,000 free career development courses
  • To provide information and resolve any issues pertaining to callers' questions or concerns with courtesy and professionalism
  • Flexible Scheduling Options
  • 35-40 wpm typing
  • 25-30 wpm typing
  • Communicate with Team Lead and Manager when issues arise
  • Serve as "debit card industry expert" in support of partner sales efforts
10

Experience For Bilingual Call Center Specialist / Caseworker Resume

  • Client research for information verification
  • Deliver high levels of customer service both internally and externally
  • Facilitates the fulfillment of caller requests for documents
  • Accesses, reads, and interprets data and supports, resolves inquires and educates callers
  • Respond and research requests from customers via telephone and e-mail
  • Provide assistance with setup of Rx Management/Caregiver

List of Typical Skills For a Bilingual Call Center Resume

1

Skills For Bilingual Call Center Representative Resume

  • Use business skills to make decisions concerning whether customer needs to be called as well as any compensation due the customer
  • PC literate and basic typing skills (at least 35-40 wpm)
  • Basic computer skills (i.e. typing -35 wpm, data entry, Internet savvy, MS Windows and Outlook)
  • Experience with handling and resolving customer complaints
  • Experienced in scheduling staff and/or knowledgeable about Workforce Management/Scheduling concept
2

Skills For Bilingual Call Center Agent Resume

  • Accurately interpret information, demonstrate problem solving sills and analytical thinking
  • Increase birthday party sales by delivering excellent customer service and upselling our party package options
  • Experience in a Healthcare and/or Social Services setting
  • Experience with Electronic Scheduling
  • Have 2+ years' experience working in a fast- paced Call Center environment
  • Previous experience in Hospital/Facility or Physician billing
  • Provide effective delivery of employee feedback and coaching
  • 6 months of telephone experience in a customer service, telemarketing or call center environment
  • Identify and escalate priority issues thru ticketing application
3

Skills For Bilingual Call Center Senior Quality Monitor Resume

  • Extensive Call Center experience for a Healthcare-related company
  • Experience in Call Center or Customer Service environment
  • Execute given assignments in an effective and efficient manner
  • Call Center experience required
  • 6+ months call center experience
4

Skills For Bilingual Call Center Supervisor Resume

  • Operate PBX to facilitate connections
  • 1+ years customer service experience in an office or corporate environment
  • Previous experience with computer applications, such as Microsoft Word, Excel and PowerPoint, and any other related software
  • Experience in a Call Center
  • Experience with GE Centricity or EPIC PB
  • One year of customer service experience in any service industry such as retail, food service, hospitality, cashier, etc
  • Strong concept of patient advocacy - expect to help someone else each and every day
  • Prioritize work to meet deadlines and productivity goals
  • Prioritize workload and work efficiently with minimal supervision
5

Skills For Bilingual Call Center Customer Service Representative Resume

  • Fraud assistance experience
  • Pay range aligned to experience
  • Validation of the authenticity of documents provided
  • Related work experience in insurance administration
  • Possess excellent telephone manner/presence for client contact
  • NO EXPERIENCE REQUIRED- WE PROVIDE PAID TRAINING!
6

Skills For Bilingual Call Center Intern Resume

  • Excellent English and French Communication in both written and oral
  • Excellent French and English Communication both written and oral
  • Customer Service Representatives are empowered to use good judgment in immediate resolution of Customer issues with little supervision
  • Experience within a call center/customer service environment
  • High-end retail sales people strongly encouraged to apply
  • At least two (2) years of customer service experience, required
  • Assisting in achieving / driving results for the department - Managing risk and maintain compliant
  • Answering phone calls which include scheduling, rescheduling, and cancellations
7

Skills For Bilingual Call Center Customer Care Specialist Resume

  • Adhering to scheduled phone time during shift and remaining flexible to support unanticipated events that drive volume
  • Assisting customers with mortgage refinancing and loans
  • Calling and answering phones for general inquiries
  • Working knowledge of computer operation, including proficiency in MS Access, Word, and Excel
  • Securing of client information according to Personal Health Information (PHI) regulations
  • Entering orders into internal systems and following up with customers
  • Reading and clearly comprehending the customer’s question or need
8

Skills For Bilingual Call Center Specialist Resume

  • Typing speed 50-60 wpm
  • Working knowledge of the fundamental concepts in healthcare reimbursement methodologies and revenue cycle
  • Imaging client's participant information for storage retrieval by the client
  • Participating in special projects or assignments as instructed by supervisor
  • Assisting consumers with questions and concerns,
  • Documenting results within internal systems,
  • Communicating via email and live chat,
9

Skills For Bilingual Call Center Rep Resume

  • Inputting client information into data base
  • Joining a great corporate culture
  • Following escalation protocol
  • Responsible for answering partner billing and transaction questions, marketing and promoting debit card services, and partner orientation
  • Accuracy in filing, organizing and planning daily events / task
10

Skills For Bilingual Call Center Specialist / Caseworker Resume

  • Responsible for supporting the client by operating their PBX switchboard and connecting callers to the appropriate person
  • Basic working knowledge of healthcare claims processing including: ICD-9/10, CPT, and HCPC codes, as well as 1500 forms
  • Data entry into the company database including processing/handling of debit and credit cards
  • Self-starter with the a self-motivated attitude regarding learning new task
  • Handle outgoing, interoffice or incoming calls
  • Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude
  • Register new patients by gathering pertinent information and entering into the system
  • Responds to incoming calls from members and providers excluding provider claims calls

List of Typical Responsibilities For a Bilingual Call Center Resume

1

Responsibilities For Bilingual Call Center Representative Resume

  • Can work independently and are motivated by achieving performance-based results
  • Respond to participant questions by obtaining information from the appropriate person or system
  • Provide company and product information
  • Follow up with local CVS store for patient to ensure script is ready as promised when necessary
  • Efficiently access multiple electronic systems and LAN/PC to provide complete response
2

Responsibilities For Bilingual Call Center Agent Resume

  • Complies with all specified FDCPA, state and city laws and provisions, as outlined in the GC Services Compliance with FDCPA and State Collection laws Statement, the GCS A/R Training program and the FDCPA Test
  • Makes arrangements with the customers (both in Spanish and in English) to pay balance in full or set up the best possible arrangements
  • Documents all collection activity in the client/GC system in a concise and accurate manner
  • Maintain participants engagement throughout a short or medium length survey with low to medium complexity
  • Maintain patience and professionalism throughout surveys
  • Find solutions to customer problems and assumes a high level of ownership for customer satisfaction
  • Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual service level measures are met
3

Responsibilities For Bilingual Call Center Senior Quality Monitor Resume

  • Complete all assigned daily call-backs to ensure high Customer Satisfaction (Follow-Through)
  • Task and project oriented, ability to meet short deadlines, and support other account operations as assigned
  • In a Customer Service environment, preferably in a Facilities Management, I.T. Support, or Call center capacity
  • Effective verbal and written communications in French & English (Mandatory) with the ability to ask the appropriate questions and handle difficult/stressful situations as necessary
  • Manage inbound and outbound calls in a timely manner
  • Supervises, coaches, monitors, advises and provides feedback to associates to achieve individual, department goals and metrics
  • Manages and evaluates team performance, enforces compliance with Company policies/procedures and issues progressive discipline as appropriate
4

Responsibilities For Bilingual Call Center Supervisor Resume

  • Implements policies and procedures and recommends new approaches to drive continuous improvements
  • Supports other Supervisors and Managers in resolving scheduling-related issues, including contacting staff to fill shifts, assessing program resource allocations for cross-training or redistribution of responsibilities, as needed
  • Keeps current regarding technology and communications infrastructure, software applications, other databases and resources, and call processes used to provide Services by employees who work in McKesson Specialty’s Contact Centre and/or at home
  • Field inbound and outbound calls and emails to provide product support, plan information, technical support and policy & procedure guidance within department service standards
  • Research and resolve complex issues in a timely manner to completion
  • Demonstrate our I-Client service philosophy and Core Values of People Matter, Quality First and Integrity Always® in every action on a day-to-day basis showing support of our organizational culture
  • Take inbound email and or phone inquiries and comments related to orders, products or policies
5

Responsibilities For Bilingual Call Center Customer Service Representative Resume

  • Handle all escalations professionally and with a sense of urgency to customer satisfaction
  • Accurate and efficient order entry and maintenance of customer files
  • Take inbound calls for order placement
  • Up sell and cross sell additional items
  • Pleasant and professional telephone etiquette
  • Adapt to the fast paced internet environment
  • Fluency in both English and Arabic is required
  • Fluency in both English and Russian is required
  • Fluency in both English and Mandarin is required
6

Responsibilities For Bilingual Call Center Intern Resume

  • Fluency in both English and Cantonese is required
  • Fluency in both English and Vietnamese is required
  • Fluency in both English and Korean is required
  • Bilingual in Cantonese, Mandarin, Creole, or Russian
  • Detail-oriented, organized, reliable and dependable with an positive attitude
  • Spanish Fluency (Speak, Read, Write)
  • Demonstrates technical competence and a strong ability to understand and trouble shoot basic technical issues; familiarity with Contact Centre Technologies such as using, designing and reporting on IVR’s and using call monitoring software; Intermediate to advance knowledge of MS Suite of applications
7

Responsibilities For Bilingual Call Center Customer Care Specialist Resume

  • Preferably fluent in Spanish
  • An obsession with customer service and quality
  • Exceptional work ethic and team player attitude
  • Provide examples of past written communication
  • Take charge attitude. Enjoys the challenges that a customer service job can present
  • Flexible, open minded and solution oriented with the ability to adapt to the fast paced Internet environment
8

Responsibilities For Bilingual Call Center Specialist Resume

  • Understand customer service processes and procedures
  • Completed college course work
  • Knowledge of Customer Relationship Management (CRM) system or other customer data/case management software system desired
  • Achieve individual performance metrics and goals including, but not limited to, attendance, schedule compliance, adherence to working shift, use of OSC, quality, email rate per hour (RPH), average call handling time (AHT), and meeting deadlines
  • Responds to customer phone inquiries in a prompt, courteous and concise manner
  • Provides callers with unbiased information to assist customers with application and eligibility requirements
9

Responsibilities For Bilingual Call Center Rep Resume

  • Accesses, reads, and interprets customers and provider data elements within customer's application
  • Performs accurately all data entry functions to reflect customer activity/transactions
  • Answers customer questions and assists in problem resolution
  • Assists customers in the enrollment process
  • Documents all customer encounters in clear and concise logs
  • Inbound and outbound calls,
10

Responsibilities For Bilingual Call Center Specialist / Caseworker Resume

  • Answer incoming telephone calls in the participant service center, assisting participants with obtaining account information, enrollment questions, execute transaction requests (such as loans, distributions and fund transfers)
  • Assist participants with retirement projections and modeling as it relates to Newport’s online gap analysis tool, as well as help educate participants on proper asset allocations
  • Respond to electronic participant inquiries and voicemail as well as assist other departments with call out requests
  • Microsoft Office/ Outlook/ Window 11
  • 40 hours per week (FT)
  • Work under pressure and maintain a friendly and customer service orientated persona
  • Bilingual in English/Spanish, English/Korean, or English/Vietnamese
  • Call Center
  • Enters customers’ orders with a high level of accuracy, processes customer returns received via multiple media, as well as credit and re-bill requests

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