Timashly Cabrera
Baltimore,MD
Summary
Bilingual Customer Service Representative with extensive experience in fast-paced environments, adept at problem-solving and delivering exceptional service to diverse customer bases.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Coordinator for EPS (Remote)
Capital One Bank
, DE
06.2021 - Current
- Provide exceptional customer service, addressing inquiries and resolving issues efficiently for a diverse customer base
- Utilize strong decision-making skills to navigate and manage multiple systems required to perform core role functions
- Effectively manage time to meet and exceed performance metrics in a high-volume call center environment
- Exercise good judgment and independent decision-making to resolve customer issues, ensuring high satisfaction rates
- Played a key role in new hire training, assisting with onboarding classes and providing coaching and guidance
- Supported new hires on live calls by providing guidance
- Scheduled and conducted personalized Zoom calls, addressing new hires’ concerns and tracking their progress
- Controlled Zoom rooms, offering guidance and answering general questions during training
- Recognized with over 100 promoter calls for delivering exceptional customer service.
Bilingual Paralegal
Robinson & Associates
Baltimore, MD
04.2018 - Current
- Established and managed the Spanish personal injury department
- Provided customer assistance with their GAP insurance, ensuring proper claim processing
- Conducted thorough investigations of auto accidents
- Managed the procurement of medical records and insurance claims
- Ensured timely repair of client vehicles and monitored treatment progress
- Transferred unresolved cases to the litigation team.
Bilingual Paralegal
Portner and Shure Law Firm
Columbia, MD
04.2017 - 03.2018
- Recovered millions for the Hispanic community through detailed case management
- Ensured timely submission of insurance claims by securing necessary documentation
- Managed Personal Injury Protection applications and tracked client treatments
- Handled case transfers to the litigation team for unresolved claims.
Bilingual Interpreter/Receptionist
Kool Smiles Dental
Baltimore, MD
04.2015 - 03.2017
- Coordinated patient appointments and processed payments
- Provided bilingual communication support between patients and dental professionals
- Verified insurance details and assisted in various clerical duties.
Leasing Agent
A&G Management
Baltimore, MD
10.2013 - 09.2014
- Processed rent payments and managed leasing documentation
- Provided bilingual assistance to prospective tenants and conducted apartment tours
- Performed clerical tasks such as filing, faxing, and document preparation.
Education
Baltimore City Community College
05.2019
Northeast Senior High School
01.2014
Skills
- Bilingual (English & Spanish)
- Legal Research & Investigation
- Case Management
- Client Interviews
- Legal Document Preparation
- Settlement Techniques
- Strong Organizational Skills
- Excellent Phone Etiquette
- Advanced Computer Skills
- Office & Court Procedures
- Payment Processing
- Documentation skills
- Retail experience
- Call Center Operations
- Call Monitoring
- Workflow Management
Certifications:
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Public Notary
Languages
- English, Fluent (Speaking/Reading/Writing)
- Spanish, Fluent (Speaking/Reading/Writing)
Timeline
Bilingual Customer Service Coordinator for EPS (Remote)
Capital One Bank
06.2021 - Current
Bilingual Paralegal
Robinson & Associates
04.2018 - Current
Bilingual Paralegal
Portner and Shure Law Firm
04.2017 - 03.2018
Bilingual Interpreter/Receptionist
Kool Smiles Dental
04.2015 - 03.2017
Leasing Agent
A&G Management
10.2013 - 09.2014
Baltimore City Community College
Northeast Senior High School
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