Bilingual Customer Support | IT Helpdesk | Hotel & Travel Services | English & S

• Received inbound calls from the United States and Canada, assisting both English & Spanish-speaking customers. • Provided information such as business, residential, and government phone listings; area codes and zip codes; driving directions; and movie listings. • Handled escalation calls from other Spanish agents for complex queries and situations when the Supervisor was unavailable.

• Spanish Bilingual Expert with over 13 years of experience in customer service and technical support. • Received inbound calls from the United States and Canada, assisting both English & Spanish-speaking customers. • Provided information such as business, residential, and government phone listings; area codes and zip codes; driving directions; and movie listings. • Handled escalation calls from other Spanish agents for complex queries and situations when the Supervisor was unavailable.

• Manage inbound and outbound calls • Identified & handled customer needs, answered questions, and solved problems relevant to the company's services. • Handled hotel reservations, verified customers' accounts & rewards system. • Coordinated with Hotel Front Desk via phone call for verification of bookings, guest requests, and queries.

• Provided first-line support to external customers, assisting them withhardware & softwareproblems via phone, or email in Latin American Spanish. • Tasked to create tickets for all customer issues reported via email, phone &Skype/chat. • Tasked to create RMA (Return Material Authorization) – Parts Replacementrequest as required by users/ customers. • Allocated more complex calls to the relevant IT support member and ensuredthat all customer contacts are handled in a timely and effective manner, andwithin the Service Level Agreement laid down by the company.