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Valeria F. — Senior Bilingual Customer Support Supervisor from El Salvador

Valeria F.

Senior Bilingual Customer Support Supervisor

El Salvador 6+ years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Andrea V. is a highly experienced Customer Support Supervisor with over a decade of expertise in customer service and administrative roles, adept at leading bilingual teams in English and Spanish. Currently, she holds a supervisory position at Plus Telecom, based in the UK, where she excels in team leadership and monitoring performance metrics through tools like Excel and Google Sheets. Known for her efficiency in calendar and inbox management, Andrea ensures smooth operations and provides frontline support during peak periods. Previously, she showcased her skills as a Virtual Assistant at Jackson Hewitt Tax Service and played a key role in customer retention at Great Virtual Works. Her adaptability across diverse roles, from a Sales Agent at Teleperformance El Salvador to a Bilingual Customer Service Agent at Dynamic Answering Services, underscores her ability to enhance customer satisfaction and drive operational success. Leveraging her fluency in English and Spanish, Andrea actively collaborates with cross-functional teams, continually seeking to enhance processes and contribute to team success.

Experience

  • Bilingual Customer Support Agent and Supervisor

    Plus Telecom - based in the UK · 2020 — Present
    Supervise a bilingual customer support team to ensure the delivery of high-quality service. Create and implement onboarding training, provide ongoing coaching, and conduct performance evaluations. Analyze reports tracking KPIs, SLA compliance, and team productivity with Excel and Google Sheets. Manage team schedules, coordinate meetings, and oversee calendar and inbox management for leadership. Offer frontline support during peak periods and implement process improvements for enhanced customer satisfaction.

  • Virtual Assistant

    Jackson Hewitt Tax Service · 2018 — 2019
    Provide administrative and customer service assistance to both clients and staff throughout the busy tax season. Efficiently manage email correspondence, schedule appointments, and address customer inquiries.

  • Independent Business Owner – Retention Dept

    Great Virtual Works · 2018 — 2019
    Conduct customer retention services and address escalated concerns while maintaining a professional demeanor. Keep accurate records and deliver regular updates to relevant stakeholders.

  • Customer Service Agent (Phone, Chat, Email)

    The Office Gurus · 2017 — 2018
    Handle customer inquiries across multiple channels, ensuring professionalism and efficiency. Achieve high customer satisfaction scores by demonstrating empathy and product knowledge.

  • Sales Agent

    Teleperformance El Salvador · 2016 — 2017
    Consistently meet sales targets related to hotel reservations while providing customized solutions to clients. Maintain comprehensive knowledge of available products and services.

  • Bilingual Customer Service Agent

    Dynamic Answering Services (DAS) · 2014 — 2015
    Provide high-quality customer service in both English and Spanish for various clients. Efficiently manage high volumes of calls while maintaining excellent professionalism.

Skills & Expertise

Customer SupportCustomer ServiceVirtual AssistantData Entry SpecialistCustomer Service and Admin Support

Education

  • Languages with Tourism Emphasis (1 semester)
    Universidad Don Bosco
  • High School Diploma
    Liceo Bautista Ilopango

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