Alberto Sibila Perez
Miami,FL
Summary
Proven leader in customer service and financial roles, notably at AT&T, where I leveraged my bilingual capabilities and data entry expertise to enhance customer satisfaction and streamline service processes. Excelled in high-pressure environments, achieving significant improvements in client relations and team performance through effective communication and leadership. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Care Representative III (Bilingual)
Elevance Health
08.2021 - Current
- Helped large volume calls of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and concerns regarding their health insurance.
- Willingness to help my peers
- Great sense of responsibility shown by always being on time and available to meet members’ needs.
- Accountable for commitments made to members or others and ensuring follow ups completions.
AT&T Mobility Sales and Services Representative
AT&T Call Center
07.2019 - 06.2021
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- 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.
- Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
- Deal with different issues customers might face that ranged from billing questions; orders placed on line or over the phone; technical problems; insurance claims; transfer to correct departments; being able to close sales setting the right expectations.
AT&T ISM (Integrated Service Model Department
AT&T Call Center
04.2017 - 07.2019
- Adapted quickly to changing environments for continued professionalism under pressure.
- Remained focused, motivated and professional throughout long shoots and events.
- Secured repeat bookings through outstanding professionalism and versatility.
- Ability to delight customers with the white glove treatment that required a great deal of perseverance and patience and, at the same time, provide recommendations.
- Ability to work in a fast pace environment and using at least, seven programs at the same time.
AT&T Advance Tech Support Specialist
AT&T Mobility Call Center
08.2015 - 04.2017
- Provide extraordinary customer service with the main goal of extending their relationship with AT&T and that way, gain the company’s reputation even more with my great service and demeanor.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Handle customers’ requests that included new or additional services.
- Answer overall questions about their accounts that ranged from billing, service inquiries, maintenance, complaints, adjustments, sales questions, orders status, network issues among other concerns that might come up in the call.
- As part of the managerial team (Assistant Manager) I fulfilled several duties including the lead of the rest of the team; take escalations from distraught customers and make out of those interactions a better experience for those people, always leading as example.
- Built a strong rapport with the customer and also show a great human connection so that they would feel safe and confident with the company.
Assistant Manager - Finance
Advance America Cash Advance Services
08.2011 - 04.2015
- Being able to sell and promote Advance America products and services and have the ability to learn and identify customers’ needs as soon as they entered the store.
- Work with a large amount of cash on a daily basis.
- Enhanced financial reporting accuracy with thorough data analysis and reconciliation.
- Helped and advised customers with their financial needs.
- Developed strong relationships with banking partners to secure favorable financing terms.
- Being able to cross-sales and have marketing skills that would work towards a productive way to improve growth to the company.
- Managed budget preparation, monitoring, and forecasting to ensure fiscal responsibility.
- Supported annual audit process by preparing detailed schedules, reconciliations, and responding promptly to auditor inquiries .
Bank Teller
Bank of America
05.2010 - 03.2011
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Education
M.D. - Education
University of Havana
Havana, Cuba07.1997
No Degree - Architecture
Faculty Of Architecture
Havana, Cuba07.1988
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Leadership and Teamwork
- Microsoft PowerPoint
- Ability to Work Under Pressure
- Great communication skills
- Computer Skills
- Ability to Work in a Team
- Effective Time Management
Languages
English
Full Professional
Spanish
Native or Bilingual
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Care Representative III (Bilingual)
Elevance Health
08.2021 - Current
AT&T Mobility Sales and Services Representative
AT&T Call Center
07.2019 - 06.2021
AT&T ISM (Integrated Service Model Department
AT&T Call Center
04.2017 - 07.2019
AT&T Advance Tech Support Specialist
AT&T Mobility Call Center
08.2015 - 04.2017
Assistant Manager - Finance
Advance America Cash Advance Services
08.2011 - 04.2015
Bank Teller
Bank of America
05.2010 - 03.2011
M.D. - Education
University of Havana
No Degree - Architecture
Faculty Of Architecture