Customer Support Specialist | Bilingual (English & Spanish) | Customer Satisfaction Expert

Ava Santiago

Professional Summary

Experienced customer support specialist with 4+ years in fast-paced retail environments. Expert in bilingual communication (English/Spanish), efficiently resolving customer issues while maintaining a 95%+ satisfaction rating. Skilled in CRM tools, POS systems, and team training, committed to delivering empathetic and effective service.

Work Experience

Customer Service Representative at Best Buy

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Provided bilingual support to over 75 customers per shift via phone, in-person, and online chats, resolving product, order, and billing issues with CRM and POS tools. Maintained a 95%+ customer satisfaction rating through proactive communication and timely follow-ups. Led training and onboarding of 4 new team members, improving team efficiency. Assisted in weekly inventory audits to enhance stock accuracy.

Retail Associate at JC Penney

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Supported sales floor operations including restocking, pricing, and merchandising resets. Conducted inventory cycle counts and maintained organized storage. Engaged customers to promote upselling, contributing to monthly sales targets.

Education

High School Diploma

Central Tech

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Skills

Technical Skills

  • Bilingual Support (English & Spanish)
  • Customer Issue Resolution
  • Point-of-Sale (POS) Systems
  • CRM Software
  • Inventory Coordination
  • Order Tracking

Soft Skills

  • Empathy
  • Communication
  • Team Collaboration
  • Problem Solving
  • Attention to Detail
Score
85/100
Education
65/100
Profile
88/100
Projects
0/100
Skills
80/100
Header
90/100
Certifications
0/100
Work Experience
83/100
Add specific CRM and POS software names to increase ATS keyword matching and demonstrate technical proficiency.
Include a LinkedIn or professional profile link in the header to boost recruiter access and credibility.
Standardize date formats across work experience for better ATS parsing and professional appearance.
Expand education section with relevant certifications, training, or coursework related to customer service.
Add a projects section highlighting any special initiatives or achievements to showcase additional competencies.
Strong bilingual communication skills (English and Spanish) enhancing customer engagement.
Proven track record of maintaining a 95%+ customer satisfaction rating.
Experience in training and onboarding new team members, demonstrating leadership capabilities.
Hands-on expertise with CRM and POS systems supporting efficient issue resolution and inventory management.

Education

65%
Education section is minimal with only a high school diploma and no dates for start or detailed coursework.
Adding relevant certifications, training, or coursework related to customer service would strengthen this section.
Including the city/state of the institution and graduation month/year can improve ATS parsing.

Profile

88%
The summary is concise and includes quantifiable achievements such as '95%+ satisfaction rating', which strengthens impact.
Including specific CRM and POS system names could improve keyword matching for ATS and show technical proficiency.
The profile highlights effectively summarize key skills and strengths, but could be formatted as bullet points for better readability.

Projects

0%
Section missing

Skills

80%
Skills are well divided into hard skills, soft skills, and tools, which helps ATS and recruiters quickly identify competencies.
Consider integrating industry-standard keywords such as 'Customer Relationship Management', 'Conflict Resolution', and 'Customer Retention' to improve searchability.
Avoid redundancy by consolidating similar skills (e.g., 'POS Systems' listed under both Hard Skills and Tools).

Header

90%
The header is clear and includes a professional headline with relevant keywords like 'Customer Support Specialist' and 'Bilingual'.
Consider adding a LinkedIn profile or professional portfolio link to enhance recruiter engagement and ATS profile matching.

Certifications

0%
Section missing

Work Experience

83%
Work descriptions include measurable achievements and responsibilities, which is excellent for both ATS and human readers.
Use consistent date formatting (e.g., 'Mar 2020 – Apr 2024') to improve professionalism and ATS parsing.
Adding more specific CRM and POS software names and any relevant metrics (e.g., average call handling time) would increase keyword density and impact.