I am searching for a career position in where I can bring a degree initiative, skill and enthusiasm and one which I can apply my range of talents including good interpersonal abilities. I would like to work with people and I enjoy dealing directly with all types of the public. I am quick to learn, unafraid of the challenges ahead and am prepared to study and obtain extra qualifications if necessary.
Developing employee schedules/customer service.
Familiar with office machinery such as pc, printer, fax, copier, typewriter, 10 key.
Able to prioritize efficiently and effectively.
Answering phones, filing and data entry.
Handling payments, cash transactions and bank deposits.
Customer Service Specialist November 2012 to January 2016Time Warner Cable － Austin, TXAs part of the overnight crew we
are responsible for taking calls from all over Texas. We are required to provide the highest level
of customer service for our customers. Through every interaction we
troubleshoot issues involving our Cable, Internet, or Digital Home Phone. With
many programs at our disposal, we diagnose the issue and when troubleshooting
doesn't solve the issue, we either report an outage or schedule a trouble call
based on the problem at hand. On many occasions I would also take on the role
of SME for the entire overnight floor. Taking escalations, any issues agents
have, and provide immediate coaching to the agents that would escalate. Our
customers also critique us by way of telephone survey. We are also required to
meet company metrics on a monthly basis.
Customer Service Representative August 2012 to October 2016AppleOne － Austin, TXAs
part of the CSR team for Austin Energy, I was assigned to take incoming calls
from customers in Austin. My job was to help customers with inquiries to their
bills, appointments, and set up any new service or disconnections. Our customers would also evaluate us in the
form of a survey. As a CSR we were responsible in meeting company metrics as
well providing the customers with a friendly and easy customer service
Claims Representative November 2011 to July 2012Progressive Casualty － Austin, TXAs part of the claims department, I
am assigned claims from all over the country. My job is to contact the insured
parties and find out the full details related to the accident. I verify
information, assign appointments for the company to get an estimate and set up
repairs. I make outbound calls to the assigned claims and also take inbound
calls. I also process payouts to insured's when necessary and also decide
whether the insured is at fault. I have to make sure that I and the insured are
aware of the state specifics designated by every state. I am responsible in
keeping a healthy workload and meet company metrics. My customer service is
also evaluated by the insured in the form of surveys.
Warehouse Loader March 2011 to August 2011Pepsi Beverage Company － Laredo, TXAs a part of the warehouse team, we
are responsible for creating pallets with Pepsi products for various stores and
restaurants. We manually lift and move
product to restock and repack ensuring date code accuracy and proper rotation. Adhere to good manufacturing practices and
safety standards. I am also responsible
for meeting productivity requirements as well.
Stage completed pallets in designated areas using electric pallet jacks
Supervisor October 2008 to February 2011Convergys － Laredo, TXAs a Supervisor for the Comcast
program, I am in charge of coaching and developing 14 to 20 agents through coaching, one-on-one or via group meeting. It is my job to make sure they meet
all the quality points, and hit all the metrics. Also as a recent member of the
Floor Support team I am actively helping agents via one-on-one or chat with any
troubleshooting questions or escalations they may have. I recently became a
part of the Training Team and trained tenured and new-hire employees the
HSI+CDV+CHN curriculum. Through a couple of weeks of training, it was my
responsibility to teach and properly train the agents to be knowledgeable and
prepared for when they hit the production floor.
High School Diploma : 2000J.W. Nixon High School － Laredo, TX, USA
Bilingual, English/ Spanish
in dealing with the public both face to face and by telephone. Excellent
communication skills. Able
to communicate effectively both in English and Spanish to different age groups. Resolve any issues that may arise from customer inquiries or complaints
MS Software: Excel, Office, Outlook, PowerPoint, Word
Supervisory: coaching, call quality, team meetings, training/up-training, and issue any disciplinary paperwork when needed.