Alida Gonzalez
Corpus Christi,TX
Summary
Proven track record in enhancing customer satisfaction and efficiency as an Inbound Customer Service Representative at Conexxus. Skilled in high-volume call handling and CRM software, fluent in Spanish, and adept at resolving issues, leading to improved first-call resolution rates. Demonstrates exceptional problem-solving abilities and a commitment to professionalism.
Overview
7
7
years of professional experience
Work History
Inbound Customer Service Representative
Conexxus
12.2023 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
SMC
01.2019 - 05.2020
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Utilized Spanish proficiency to build relationships with Spanish speaking customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Cashier
HEB Grocery Store
07.2017 - 12.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Education
High School Diploma -
Roy Miller High School
Corpus Christi, TX05.2003
Skills
- Inbound sales
- High-volume call center
- Account updating
- CRM Software
- Resolving issues
- Call Center Customer Service
- Issue Research
- Computer Skills
- Customer Support
- Answering questions
- FLUENT IN SPANISH
- Call center experience
Timeline
Inbound Customer Service Representative
Conexxus
12.2023 - Current
Customer Service Representative
SMC
01.2019 - 05.2020
Cashier
HEB Grocery Store
07.2017 - 12.2019
High School Diploma -
Roy Miller High School