Elsie Gonzalez
Back Office Agent
Chicago,IL
Work Preference
Summary
Self-motivated and disciplined bilingual customer support specialist who uses advanced language skills in Spanish and English to communicate and listen to the needs of customers and works to find a solution promptly and professionally.
Overview
18
18
years of professional experience
2
2
Language
Work History
Back Office Multimarket Agent
H&M Hennes & Mauritz
Chicago, Illinois
06.2012 - Current
- Supported store organization and customer service leadership by preparing detailed reports on business operations and performance metrics.
- Acted as liaison for customer issues involving the warehouse, any shipment delays or cancellations.
- Assisted Support Office with translation projects and communication for our Spanish speaking markets.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Provided feedback to store organization team, customer service agents and peers to enhance the customer experience.
- Stayed up to date with ways of working, policies and procedures for our store and online markets based on business needs.
- Managed confidential client information with utmost care, ensuring data privacy and security.
- Collaborated with cross-functional teams for timely project completion and effective resource allocation.
- Contributed to the overall success of the organization by consistently meeting or exceeding performance targets set by management.
- Addressed IT issues with reporting and follow up, including submitting IT tickets that impacted the business and escalating to the Global Team.
- Worked daily in various systems, such as PayPal and Klarna, to resolve customer issues related to refunds, returns, or missing packages.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Updated work schedule and distribution of daily tasks based on business needs
- Assisted trainers with new agent training, providing individualized support as needed to ensure compliance with organizational policies and procedures.
COLLECTIONS AGENT
Xfinity Comcast
Schaumburg, IL
01.2008 - 03.2012
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Education
Certificate of Technical Studies - Secretarial
Instituto De Banca Y Comercio
Manati, PR 05.2001 -
Skills
Team worker who is able to adapt in highly dynamic and changing situations
Excellent problem solving and communication skills, with a focus on customer service
Strong data analytics to identify trends and patterns that can affect the customer experience
Manage multiple tasks and projects at the same time
MS Office expert
Adherence to high customer service standards
Administrative support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Back Office Multimarket Agent
H&M Hennes & Mauritz
06.2012 - Current
COLLECTIONS AGENT
Xfinity Comcast
01.2008 - 03.2012
Certificate of Technical Studies - Secretarial
Instituto De Banca Y Comercio
05.2001 -