Personable customer service professional offering over 10 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Bilingual customer service leader with fluency in Spanish. Proven expertise in boosting calling comfort and satisfaction by calmly resolving any concern. Open and clear communication style with good multitasking skills.
Skills
Dispatching experience
AAA experience
Towing Dispatch
Cash handling expertise
Credit card processing
Medical terminology knowledge
Good listening skills
Multi-line phone talent
Quick learner
Creative problem solving
MS Office proficiency
Computer proficient
Professional telephone demeanor
Call center operations
Written and oral communication
Microsoft Office
CRM Systems
Bilingual Spanish
Work History
07/2014 to 06/2015
OperatorCheniere Energy – Houston, TX,
Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties
Responded to customer inquiries with patience and positivity to establish excellent first impression
Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
Supported customers by managing 100+ calls per day efficiently while maintaining professionalism and upbeat tone
Received incoming calls and paged individuals and departments
Determined customer needs by asking relevant questions and listening actively to responses
Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction
07/2015 to 05/2019
Towing DispatchNew American Funding – Novi, MI,
Closely monitored dispatch board to triage and prioritize over 100+ daily calls.
Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions.
Directed all dispatching, routing and tracking of 15 fleet vehicles.
Kept detailed track of all available field personnel and all in-progress and completed calls.
Maintained updated and detailed records of calls in physical and electronic database.
Processed orders, processed and printed invoices and created daily shipping logs.
Established long-term customer relationships through prompt and courteous service.
Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors.
Picked up incoming stock and delivered materials to designated locations.
Counted cash in register drawer at beginning and end of shift.
Prepared and submitted end-of-shift reports.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Verified over $1000 of cash and credit payments daily.
Worked closely with Manager to solve problems and handle customer concerns.
Answered questions about store policies and concerns to support positive customer experiences.
Assisted customers by answering questions and fulfilling requests.
Used POS system to enter orders, process payments, and issue receipts.
Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Cross-checked purchase order, receiving report and invoice to validate invoice accuracy before payment.
Collected expense log reports and receipts to verify employee reimbursement requests.
Prepared and mailed invoices to customers, processed payments and documented account updates.
Disbursed petty cash by recording entries and verifying documentation.
Generated and submitted invoices based upon established accounts receivable schedules and terms.
Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
08/2018 to 05/2019
CSRAmericor Financial – City, STATE,
Offered advice and assistance to customers, paying attention to special needs or wants
Answered customer telephone calls promptly to avoid on-hold wait times
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Handled over 70+ calls per shift retrieving customer data, presenting relevant product information and cancelling services
Entered customer data into CRM system and communicated service concerns with Negotiations department
Assisted in training new employees
Complied with company policies and procedures by encouraging positive and effective work environment among all employees
Delivered superior client services, fostering strong rapport, retention and satisfaction
Responded to customer inquiries via phone, email, and web-based platforms
Directed customers to appropriate departments for additional support
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Accurately tracked and recorded all customer interactions in CRM platform
Answered average of 70+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Addressed various internal and external customer questions and concerns regarding summons, payments, status, services, extensions and needs
09/2019 to Current
AAA DispatchFalcon Towing – City, STATE,
Worked with AAA members to understand requirements and provide exceptional customer service
Closely monitored dispatch board to triage and prioritize over 100+ daily calls
Directed all dispatching, routing and tracking of 32 fleet vehicles
Responded to over 100+ daily caller requests with information about assistance and timeframes
Education
Expected in 2011
: Pharmacy Technology CNI College - Orange, CA GPA:
Expected in 2009
High School Diploma: Orange High School - Orange, CA GPA:
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