LOURDES SERRANO
DOMINICAN REP,32
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Bilingual interpreter and translator professional fluent in Spanish and English. Adept at keeping original emotion, style and content of messages. Well-versed in cultural context of conversations.
Overview
16
16
years of professional experience
Work History
Translator Freelancers
Cantalk
04.2020 - Current
- Enhanced client satisfaction by delivering accurate and timely translations for various industries.
- Assisted non-native English-speaking colleagues with document editing, improving overall team productivity and communication quality.
Retention
Hello Fresh
02.2020 - 04.2020
- Enhanced customer retention rates by developing targeted retention strategies based on client feedback analysis.
- Increased customer loyalty and retention.
- Implemented retention strategies to improve outcomes.
- Maximized customer retention by resolving issues quickly.
Customer Service Representative
Hot Topic Media
12.2018 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Assist with placing order from catalog
- Providing discounts adjusting promotion
Spanish Interpreter
Language Line Services
02.2013 - 08.2018
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities.
- Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery.
- Strengthened relationships with clients by providing culturally sensitive interpretations that demonstrated respect and understanding.
- Contributed to increased client satisfaction by providing effective language support during important meetings.
Customer Service Representative
Stream International
09.2008 - 12.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
No Degree - GED Computer Training
Adult Training Center
Lawrence MA03.2003
Skills
- Fluent in Spanish and English
- Strong vocabulary skills
- Fluent Bilingualism
- Customer Service
- Data Entry
Timeline
Translator Freelancers
Cantalk
04.2020 - Current
Retention
Hello Fresh
02.2020 - 04.2020
Customer Service Representative
Hot Topic Media
12.2018 - 03.2019
Spanish Interpreter
Language Line Services
02.2013 - 08.2018
Customer Service Representative
Stream International
09.2008 - 12.2012
No Degree - GED Computer Training
Adult Training Center
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