Bianca Wilhelm

BIANCA WILHELM- ● ● ● ● KEY QUALIFICATIONS Skilled professional with a Bachelor’s degree of Business Administration in Management and Supervisory Skills, and over 9 years experience in customer service, food and beverage, account management, and sales Fluent in Spanish and English (oral and written) Proven customer service satisfaction and account management and leadership skills in various settings Excellent written and verbal business communication skills PROFESSIONAL EXPERIENCE Clean by Vivi Remote (Upwork Freelance project) Customer Service Representative Mar 2024 - present (5hrs/wk) ● Provide exceptional customer support via phone, email, and chat (OpenPhone) ● Assist customers with inquiries, concerns, and requests in a professional and timely manner ● Quote cleaning services for new and existing customers (Google sheets) ● Maintain accurate and detailed records of customer interactions and transactions ● Perform data entry tasks to keep customer database up to date (Jobber) ● Conduct outbound calls to follow up with customers or provide additional information as needed We are b. Remote (Contract) Customer Service Representative Jul. 2022 - Feb 2024 (30hrs/wk) ● Provide exceptional customer support via phone, email, and chat ● Assist customers with inquiries, concerns, and requests in a professional and timely manner ● Resolve customer issues by troubleshooting problems and finding appropriate solutions ● Maintain accurate and detailed records of customer interactions and transactions ● Perform data entry tasks to update customer information in the system ● Conduct outbound calls to follow up with customers or provide additional information as needed ● Identify opportunities for upselling or cross-selling products and services CareStaff Partners LLC Plantation, FL Client Relations Manager Sept. 2019 - Apr. 2022 (40hrs/wk) ● Responsible for overseeing 14 business accounts including direct clients as well as vendors and managed service providers. ● Built and maintained trusting and long lasting relations with new clients as well as expanding business with existing accounts. ● Served as the link of communication between CEO and key clients when required. ● Acted as direct point of contact for Client complaints and escalated issues as appropriate. ● Worked closely with recruiters to ensure contract needs were properly matched with potential candidates ● Scheduled and hosted weekly meetings with the recruiting team to keep workflow and sales goals on track. ● Ensured both company and clients adhere to contract terms. ● Involved in negotiations on contract terms to best meet candidate and client needs and expectations. CareStaff Partners LLC Plantation, FL Client Relations Manager Assistant Jul. 2019 - Sept. 2019 (40hrs/wk) ● Accurately and completely posted 100 contract jobs to company website, Indeed, Vivian, and CareerBuilder platforms on a daily basis ● Reviewed and organized incoming contract jobs / healthcare needs within company's database to maximize business for account managers and recruiters ● Sent daily emails to recruiting team targeting most urgent healthcare needs received from vendors and direct clients The Pub Pembroke Pembroke Pines, FL Server and Server Trainer Dec. 2015 - Mar. 2019 (50hrs/wk) ● Assisted manager on duty and other staff members attending dissatisfied guests and resolving complaints promptly and professionally ● Improved productivity and quality of service by leading and supporting other servers in their customer interactions and additional server duties ● Trained new servers following Server Trainer Guide and Corporate Policy and Procedures ● Provided feedback to managers about trainees’ performance and consult implementation of reinforcement techniques ● Assisted manager on duty with maintaining an overall smooth workflow Wells Fargo Bank Pembroke Pines, FL Bank Teller Mar. 2016 - Apr. 2017 (25hrs/wk) ● Exceeded performance expectations by successfully attending customers 5 times faster than other tellers ● Recognized by peers and Supervisors for speed and accuracy on day to day transactions ● Trusted with assisting other tellers with complex transactions ● Reached sales goals every quarter regarding product offers and personal banker referrals EDUCATION Florida Atlantic University (Davie, FL) Bachelors of Business Administration in Management ● Graduated Magna Cum Laude (3.9/4.0 Cumulative GPA) ● Member of Phi Kappa Phi Honor Society (2017) December 2018 SPECIALIZED SKILLS & TRAININGS ● Computer: Proficient in MacOS and Windows; 69 WTM typing speed with 97% accuracy; Microsoft Office and Outlook, Jobber, OpenPhone, Google sheets, Teams, Zoom, Slack ● Languages: Spanish (native) ● Certifications: 120-hour TESOL/TEFL Certificate (2023); Acting for Commercials, TV and Film workshops -)