Mattie Kelly Furment

Bilingual Customer Service Specialist (Spanish/English)

Message

Intro

Santo Domingo , Dominican Republic

Studied Foreign Language Education at UNEV UNIVERSITY, Dominican Republic

Consumer Services

Joined September 14, 2022

Skills

Languages

Spanish

Native or Bilingual

English

Fluent

About

I’m a bilingual (English–Spanish) Customer Support Specialist with over 9 years of experience delivering exceptional service in high-volume environments. My approach is built on clarity, empathy, and professionalism. I truly believe that while customers may forget the issue, they’ll never forget how they were treated. Based in Santo Domingo, Dominican Republic, I’m currently seeking remote, work-from-home opportunities as an independent contractor. I’m not pursuing visa sponsorship now or in the future (unless you as a company requests it so, for any specific service) as my goal is to contribute remotely with consistency, care, and excellence. Throughout my career, I’ve supported international clients, including with FedEx through Teleperformance, and have also worked as a Quality Assurance Analyst, Trainer, and Operations Supervisor, ensuring service standards remain high across teams. I understand that great customer service is not just about solving problems, but about creating meaningful experiences that inspire loyalty and trust. I take pride in treating each customer the way I would want to be treated, with genuine care, respect, and a drive to find real solutions. Now STOP (and GO :D to a little bit about myself beyond work) I love frozen desserts, and yes… pizza! xD In my free time I enjoy sleeping. Forever married to my best friend since 2017 (true story, we met in 2007 and became friends but later, life just surprised us <3). Grateful for the opportunity to serve in my faith community as a volunteer in the children’s Ministry, and translating when mission teams from the US visit our country to serve the communities in need. Simply grateful and enjoying my life. I believe in a company that offers growth. Happy to start this new career soon!

Experience

TELEPERFORMANCE

Aug 2015 – Jul 2018

Santo Domingo, Dominican Republic

Bilingual Customer Service Hero (Teleperformance Dominican Republic)

- Provided outstanding customer service for FedEx Espress, Ground, International and USPS Division by attending closely to concerns and developing solutions while delivering The Purple Promise. - Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. - Demonstrated excellent communication skills in resolving customers complaints, schleduling pickups, giving rates and tracking shipments.

Education

UNEV UNIVERSITY, Dominican Republic

Jun 2013 – Dec 2019

Bachelor´s Degree, Foreign Language Education