Adam Gurrola
La Puente,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Premier Service Agent
AT&T
03.2023 - 01.2024
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Processed debit and credit card and electronic check payments.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted in credit application processing, reference checks, and credit limitations.
Client Success Specialist
GreenPath Financial Wellness
01.2021 - 03.2023
- Managed a portfolio of multiple accounts, ensuring timely delivery of payments to creditors to further reduce debt balance, while maintaining strong relationships with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
- Updated account information to maintain customer records through CRM software.
- Utilized analytical skills to identify trends among delinquent accounts and develop targeted action plans.
Client Advocate
GreenPath Financial Wellness
10.2019 - 01.2022
- Assisted clients with complex situations by providing clear guidance on intake process and available services, resulting in increased understanding and engagement.
- Utilized critical thinking and active listening skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Mobile Expert
Best Buy
02.2015 - 01.2019
- Developed strong rapport with clients, resulting in repeat business and positive word-of-mouth referrals.
- Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
- Participated in ongoing training sessions to enhance knowledge of products, promotions, and industry trends for better customer engagement.
- Stayed up-to-date on the latest mobile devices and plans, ensuring accurate information was provided to customers.
- Boosted overall customer satisfaction by providing personalized recommendations and product demonstrations.
Education
Associate of Arts - Computer And Information Sciences
Long Beach City College
Long Beach, CA06.2026
Skills
- Account Management
- Customer Service
- CRM Software
- Call Center Software
- Critical Thinking
- Active Listening
- Problem-solving abilities
- Data Entry
- Conflict Resolution
- Clerical Support
- Clerical Experience
Timeline
Premier Service Agent
AT&T
03.2023 - 01.2024
Client Success Specialist
GreenPath Financial Wellness
01.2021 - 03.2023
Client Advocate
GreenPath Financial Wellness
10.2019 - 01.2022
Mobile Expert
Best Buy
02.2015 - 01.2019
Associate of Arts - Computer And Information Sciences
Long Beach City College