Airam Fabiola Gonzalez
Phoenix,Az
Summary
To obtain a position that will enable me to use my strong organizational skills, and ability to work well with others.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Homesite Homeowners Insurance
Phoenix, USA
06.2022 - 01.2024
- Adding/removing new information to policies via phone or email.
- Explaining reasons for premium increased or decreased.
- Processing payments for due policies.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
American Cruise Lines
Sandy, USA
05.2021 - 04.2022
- Confirming trips and tours to customers, providing them with prices, times and itinerary.
- Processing payments.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Konica Minolta Business Solutions
Phoenix, USA
02.2019 - 03.2021
- Creating new tickets if a machine had an issue and sending them to IT to get it serviced.
- Submitting new orders for supplies and processing payments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Services Representative Reservations Agent
LogistiCare Medical Transportation
11.2017 - 01.2019
- Created new reservations
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Conducted regular follow-ups with clients to ensure ongoing satisfaction and address any emerging issues promptly.
- Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
Education
High School Diploma -
Centro De Bachillerato Tecnologico Industrial Y De Servicios No. 224
Culiacan, Sinaloa, Mx07.2015
Skills
Customer Service
Problem-solving abilities
Active Listening
Call center experience
Computer Proficiency
Conflict Resolution
Payment Processing
Microsoft Outlook, Microsoft PowerPoint, Microsoft Excel
Fast Learner
Organized & Efficient
Ability to work in a busy environment
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Homesite Homeowners Insurance
06.2022 - 01.2024
Customer Service Representative
American Cruise Lines
05.2021 - 04.2022
Customer Service Representative
Konica Minolta Business Solutions
02.2019 - 03.2021
Customer Services Representative Reservations Agent
LogistiCare Medical Transportation
11.2017 - 01.2019
High School Diploma -
Centro De Bachillerato Tecnologico Industrial Y De Servicios No. 224