Emely L. Garcia
Silver Spring
Summary
Dedicated Bilingual Call Center Representative with extensive customer service experience in fast-paced environments. Adept at handling high volumes of inbound calls, resolving customer inquiries, and delivering excellent service in both English and Spanish. Skilled in muiltitasking and navigating multiple computer systems to support client needs. Strong ability to communicate with empathy, process biliing inquiries, and offer additional products to enhance customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Care Operator | Remote
Grunley Construction
Rockville
04.2023 - Current
- Managed high-volume inbound calls, assisting clients, subcontractors, and vendors with inquiries, and directing them to the appropriate department.
- Provided customer support, scheduled appointments, and processed documentation efficiently.
- Ensured accurate data entry and document organization for executive teams.
- Assisted clients with troubleshooting basic account-related issues, ensuring a smooth resolution process.
- Coordinated communication between departments to improve response times for client inquiries.
- Followed up with clients to ensure satisfaction, and documented feedback for service improvements.
- Maintained strong call control and quickly worked through scripts to address problems.
- Maintained and updated filing, inventory, mailing, and database systems.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Handled sensitive information with utmost confidentiality while maintaining data integrity at all times.
Customer Service Representative
Goodyear Auto Service Center
Rockville
11.2019 - 03.2023
- Handled a large volume of inbound customer calls, resolving inquiries related to services, billing, and product recommendations.
- Used CRM software to log interactions and track customer concerns.
- Assisted customers with policy and service explanations, ensuring a clear understanding of their options.
- Met and exceeded customer satisfaction KPIs, improving issue resolution rates.
- Processed transactions, warranty claims, and billing adjustments while maintaining compliance with company policies.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed positive relationships with customers through friendly interactions.
Car Rental Assistant Manager
DARCARS 355 Toyota Service
Rockville
06.2017 - 11.2019
- Provided customer service by handling rental agreements, insurance verification, and damage assessments.
- Managed billing, payments, and financial transactions, ensuring accuracy and compliance.
- Trained staff on customer service best practices, dispute resolution, and operational efficiency.
- Used multitasking skills to manage a busy rental office while maintaining excellent customer relations.
- Maintained accurate records of all rentals including customer information, item descriptions, dates rented, and return dates.
- Cross-trained in other areas such as sales or customer service when needed.
- Prepared and submitted reports to supervisor.
- Oversaw maintenance, appearance and performance of company vehicles.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Education
High School Diploma -
Northwest High School
Germantown, MD06-2017
Skills
- Inbound & Outbound Call Management
- Bilingual: English & Spanish
- Customer Support & Issue Resolution
- Billing & Claims Assistance
- CRM Software & Data Entry
- Conflict Resolution
- Problem Solving
- Microsoft Office Suite (Excel, Word, Outlook)
- Multi-Line Phone Proficiency
- Communication (Written & Verbal)
- Time Management
- Reliability
- Customer & Client Relations
- Computer Proficiency
- 65 WPM
- Adaptability
- Positive
- Multitasking in High Volume Environments
- Empathy & Active Listening
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- DoD Mandatory Controlled Unclassified Information (CUI)
- CPR & First Aid - American Red Cross
Timeline
Client Care Operator | Remote
Grunley Construction
04.2023 - Current
Customer Service Representative
Goodyear Auto Service Center
11.2019 - 03.2023
Car Rental Assistant Manager
DARCARS 355 Toyota Service
06.2017 - 11.2019
High School Diploma -
Northwest High School
Similar Profiles
Ariana SappAriana Sapp
Proposal Coordinator at Grunley ConstructionProposal Coordinator at Grunley Construction
Sasha LewisSasha Lewis
Accounting Intern at Grunley ConstructionAccounting Intern at Grunley Construction
Ralph LedgerRalph Ledger
Construction Superintendent at Grunley Construction Co.Construction Superintendent at Grunley Construction Co.