Over twelve years of knowledge and experience in customer service.
Strong internal/external customer interaction and team leadership.
Self motivated and disciplined with efficient time management and organizational skills.
Proficient in MS Office.
Experience
Customer Service Agent February 2015 to November 2015Teleperformance － Edinburg, tx
Responsible for all customer inquiries and questions.
Provided excellent customer service at all times.
Followed up to customer inquiries by taking specific action in a timely manner.
Troubleshooting equipment and system problems.
Exercised retention efforts when appropriate.
Identified customers who are comparison-shopping and inquiring about contract terms.
Worked with confidential customer information.
Problem solved to help customers resolve issues on first call.
Entered data from customers into various software programs.
Appropriately communicated with upset customers to resolve their inquiries.
Thrived as a team player in a fast-paced, high-energy, change-oriented environment.
Participated in additional training courses
Customer Service Agent October 2014 to February 2015Convergys － Pharr, tx
Conducted needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
Maintained broad knowledge of products, pricing, promotions and procedures.
Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call. Met customer requirements through first contact resolution.
Provided answers and/or advice to customers based on their particular requirements and customer profile.
Updated customer records.
Researched and analyzed customer problems with installation, billing, service upgrades/downgrades and disconnects.
Shipping Agent/Notary February 2014 to October 2014Express Pack and Ship － Lawton, ok
Received, sorted and placed mail in mailbox modules accurately.
Recorded all sale transactions on POS and accurately processed all financial transactions.
Printed reports as requested.
Packed contents for shipping using established procedures and products.
Received and processed packages for courier shipping, including lifting and weighing packages on scale, accessing manifesting software, generating labels.
Closed out POS to include: reconciliation of cash, checks, money orders, credit cards and all other transactions accurately and in accordance with company policy and procedure.
Operated copiers, fax machines, binding equipment and all other office machines in a safe, efficient and productive manner.
Assisted customers operate office machines.
General housekeeping duties.
Provided notary services.
Shipping Agent November 2013 to February 2014The UPS Store － Tucson, AZ
Received, sorted and placed mail in mailbox modules accurately.
Recorded all sale transactions on POS and accurately processed all financial transactions.
Printed reports as requested.
Packed contents for shipping using established procedures and products.
Received and processed packages for courier shipping, including lifting and weighing packages on scale, accessing manifesting software, generating labels.
Closed out POS to include: reconciliation of cash, checks, money orders, credit cards and all other transactions accurately and in accordance with company policy and procedure.
Operated copiers, fax machines, binding equipment and all other office machines in a safe, efficient and productive manner.
Assisted customers operate office machines.
General housekeeping duties.
Sales/Mixing Agent July 2013 to November 2013AMP Juice Vapors － Tucson, AZ
Prepared flavored nicotine juices for use in Electronic Cigarette devices.
Followed all safety protocol for handling of dangerous chemicals.
Utilized flavor recipes and also developed new flavors.
Inventory control and quality assurance of all juices.
Provided sales and customer service support.
Blender/Mixing Agent July 2012 to July 2013Freedom Smoke USA － Tucson, AZ
Prepared flavored nicotine juices for use in Electronic Cigarette devices.
Followed all safety protocol for handling of dangerous chemicals.
Utilized flavor recipes and also developed new flavors.
Inventory control and quality assurance of all juices.
March 2009 to November 2009Student Services Adviser IT CAP Inc － Tucson, AZ
Assisted Verizon Wireless employees with registration for language and technical training classes.
Provided student support and assistance with questions or concerns with company paid tuition benefits.
Assisted in the scheduling and creation of Berlitz Language classes.
Created and managed all student information.
Assisted students with transcript and other documentation.
Provided general office support (filing, faxing, report generation, etc.).
Customer Service Agent January 2008 to December 2008N.E.W Corp － Lawton
Assisted DirecTv customers with sales and new service.
Provided assistance with billing inquiries.
Worked closely with customers to probe and resolve technical issues on their first call.
Scheduled new installation and service calls.
Worked closely with service contractors to ensure service call quality.
Informed customers of DirecTv promotions and their benefits.
Customer Service Associate May 2007 to January 2008Assurant Solutions － Lawton
Assisted Radio Shack and Best Buy customers with warranty inquires.
Provided assistance with warranty renewal and fulfillment.
Worked closely with customer to probe and resolve technical issues on their first call.
Worked closely with Radio Shack and Best Buy personnel to ensure customer satisfaction.
Scheduled service calls and product replacement.
Special Accounts Agent May 2004 to March 2007California Overnight/OnTrac － Phoenix, AZ
Maintained and created professional relationships with top tier clients.
Worked with operations managers, drivers, and warehouse personnel to ensure delivery and problem resolution.
Trained new Special Account Agents.
Productively managed accounts to avoid shipping issues.
Assisted fellow agents with problem resolution and account management.
Supported Outside Sales Representatives with problem resolution and package tracking.
Dispatch Agent July 2002 to February 2003Everest Connections － Lenexa, KS
Assisted technicians and supervisors with daily assignment of work orders and trouble ticket.
Coordinated contracted technicians to assist in-house field technicians.
Provided radio and phone support for all technicians in the field.
Provided technical support to sales agents.
Provided over the phone technical assistance for internal and external customer accounts Managed technicians and work orders for quality assurance and problem avoidance.
Customer Service Representative September 1999 to July 2002Time Warner Cable － Overland Park, KS
Assisted customers with billing and service inquiries.
Provided technical support and conflict resolution for internal and external customers.
Actively informed and sold current promotions to new and current customers.
