Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Promoted to Call Center offline team after a year and a half of working in the billing department and four months later promoted as a voucher approver for both San Antonio and Tampa Billing Centers.
I worked from feb 2011- October 2012 In the Billing Department for Verizon, My responsibilities were to provide excellent customer service to the incoming calls i received daily in a timely manner under a high call volume. I Assisted Customers with their specific needs which Included Billing concerns, Changes to their accounts, Online web questions , Bill Break downs, transfers, New services and Over the Phone payments. In October 2012 i was promoted to the offline department, I first started in this department as a AMT specialist which required me to review difficult complex accounts and adjust them. Then two months later i was promoted to the Voucher team. My responsibilities on the voucher team was to review vouchers that billing agents would submitted for credits and then determine if they were valid or not, If the vouchers needed corrections/ to be resubmitted i would send them back to the billing agent and thoroughly note on the account what should be done for the voucher to be approved and If the Voucher was completely disapproved then it would be my job to call the customer back to advise of the disapproval of credit and explain why it was disapproved which usually also included deescalating the call.
Assisted Customers with their needs in a timely manner such as payments ,finding clothing items and making purchases all while maintaining my daily sales quota and keeping my department clean and neatly organized.
Worked mostly after school and on weekends in The wax hands department, snack bar and ticket selling for Phillips Entertainment which is a busy tourist attraction downtown San Antonio
Graduated in 2007 from LBHS with 15 college hours in Hospitality
Studied in hospitality / business management for two years.
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