ALEX GORTAREZ
Upland,CA
Summary
Experienced in customer service and support with a strong background in sales, finance, billing, and customer relations. Consistently achieving success by effectively solving problems and implementing innovative solutions. Demonstrates professionalism, patience, and efficiency, driving customer loyalty.
Overview
17
17
years of professional experience
Work History
Tech support/Customer Service-Call Center
Randstad Professional Talent Staffing
01.2024 - Current
- Maintain customer accounts and record account information
- Follow communication guidelines, policies, and procedures
- Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints
- Reach out to customers via email and telephone to update Purchase Order status
- Assist customers in placing orders, fulfilling refunds and handling exchanges
- Use computer technology to maintain customer records and orders.
Sales & Service Consultant-Call Center
AT&T
07.2023 - 09.2023
- Handle inquiries from customers related to billing, rate plans, features, network coverage and troubleshooting
- Handle credit checks, service activations and changes and receivables management/collections
- Utilize various systems and tools to assist and service customers
- Continually maintain working knowledge of all company products, services, and promotions
- Make recommendations according to the customer’s needs
- Utilize operational systems to process purchases of all products and services.
Business Premier Service Consultant/Sales-Team Lead Call center
AT&T
10.2007 - 07.2023
- Oversee a team of customer service representatives and assist with company policy & procedures
- Partner with management or experienced peers to establish and maintain productive long-term relationships with customers
- Connect with internal & external customers either by phone (outbound / inbound calls), email, or chat, resolving issues by building rapport, asking probing questions, utilizing effective listening skills and making recommendations/sales most beneficial to the customer
- Support 3 separate queues, helping with account maintenance including rate plan changes, feature changes, and billing disputes of credit cases under $50K, over $50K and $100K credits
- Resolve escalations, assist customers in solving ongoing issues, follow up on special or major Business accounts
- Answer questions using multiple complex computer systems
- Analyze large credit amount cases over $100K
- Consistently meet metrics with goals of 99% Quality, 100% Efficiency, and 100% Adherence and Occupancy
- Able to thrive in a high-pressure / fast moving work environment, and capable of working independently
Education
State License - Accident, Health Or Sickness & Life
Upward Bound
Online07.2024
Certificate - Project Management
Coursera
Online12.2022
Skills
- 20 YEARS CUSTOMER SERVICE
- PROJECT MANAGEMENT
- SALES-INBOUND
- EXPERIENCE
- PROBLEM SOLVING
- DECISION MAKING
- TECH SAVVY
- MICROSOFT-WORD, EXCEL, POWERPOINT, MS TEAMS AND OUTLOOK
- SOLID ANALYTICAL SKILLS
- EFFECTIVE COMPUTER USAGE PROFICIENCY
- STRONG COMMUNICATION SKILLS, BOTH VERBAL AND WRITTEN
- EXCELLENT ORGANIZATIONAL SKILLS AND ATTENTION TO DETAIL
- SELF-MOTIVATED
- INDEPENDENT WORK
Awards
- PRESTIGIOUS LEADERSHIP DEVELOPMENT PROGRAM GRADUATE 2023
Timeline
Tech support/Customer Service-Call Center
Randstad Professional Talent Staffing
01.2024 - Current
Sales & Service Consultant-Call Center
AT&T
07.2023 - 09.2023
Business Premier Service Consultant/Sales-Team Lead Call center
AT&T
10.2007 - 07.2023
State License - Accident, Health Or Sickness & Life
Upward Bound
Certificate - Project Management
Coursera
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