Maria Leiva
Montgomery,TX
Summary
Customer Service Specialist with expertise in dispatch coordination and conflict resolution at Centric Fiber. Achieved 95% resolution success rate while leading training sessions and improving team collaboration. Proficient in CRM software, dedicated to exceptional customer service, and enhancing operational efficiency.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist / Dispatcher
Centric Fiber & Universal Natural Gas
The Woodlands, Texas
12.2021 - Current
- Coordinated scheduling and dispatch for over 10 equipment installers and 16 fiber technicians to ensure rapid service delivery.
- Achieved over 95% resolution success rate through calm, solution-focused communication with escalated clients.
- Led onboarding and training sessions for new hires, focusing on communication skills and CRM efficiency.
- Streamlined daily dispatch workflows to consistently meet company KPIs for service completion and technician productivity.
Customer Service Team Lead
Jet Waste
Houston, TX
09.2018 - 03.2021
- Established strong partnerships with 12+ external vendors to negotiate service pricing and review contracts.
- Managed customer interactions via phone, email, and live chat to ensure tailored support.
- Utilized performance metrics to identify inefficiencies, enhancing daily operations and client experience.
- Contributed to updates of internal systems and service request tracking for improved reporting.
Customer Service Specialist
Southwest Water
Houston, Texas
05.2012 - 09.2018
- Assisted customers with billing inquiries, payment plans, and service requests through 80+ daily calls.
- Collaborated with internal departments to quickly resolve urgent utility issues.
- Maintained accurate documentation of customer data in secure systems, ensuring confidentiality and compliance.
- Consistently exceeded quality assurance targets for call handling and follow-up, contributing to team goals.
Education
GED -
Texas Success Academy
Dallas, TX05-2017
Skills
- Team leadership
- Problem solving
- Customer relationship management
- Performance metrics
- Scheduling coordination
- CRM software
- Workflow optimization
- Data management
- Excellent written and oral communication
- Project management
- Account management
Languages
English
Professional
Spanish
Full Professional
Timeline
Customer Service Specialist / Dispatcher
Centric Fiber & Universal Natural Gas
12.2021 - Current
Customer Service Team Lead
Jet Waste
09.2018 - 03.2021
Customer Service Specialist
Southwest Water
05.2012 - 09.2018
GED -
Texas Success Academy
Similar Profiles
CHRIS BURTONCHRIS BURTON
VP of Operation at Centric FiberVP of Operation at Centric Fiber
Lizbeth MontesLizbeth Montes
Billing Specialist at Centric FiberBilling Specialist at Centric Fiber
NOAH WOELFELNOAH WOELFEL
Fiber Technician, Installer, Trainer, Supervisor at Centric FiberFiber Technician, Installer, Trainer, Supervisor at Centric Fiber
Rebecca JohnsonRebecca Johnson
Temporary Personal Assistant at Garage Door DoctorTemporary Personal Assistant at Garage Door Doctor
Jamie KeelJamie Keel
Executive Director at Primrose SchoolsExecutive Director at Primrose Schools