Amanda Alonso
El Paso
Summary
Dedicated Client Service Associate with strong organizational skills and expertise in managing diverse customer interactions. Experienced in resolving escalated support issues while collaborating with teams to achieve business objectives. Committed to enhancing customer satisfaction and fostering relationships that drive company success.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
GDIT
El Paso
03.2023 - 02.2025
- Provided exceptional service to diverse customers, consistently achieving satisfaction and retention goals.
- Handled customer inquiries via phone and email, ensuring timely and effective resolution.
- Monitored chat queues for incoming requests, providing prompt assistance to enhance customer experience.
- Provided technical assistance to customers through online chat or telephone support.
- Resolved inquiries and complaints efficiently, fostering customer trust and reducing escalation rates.
- Resolved customer complaints through effective communication and problem-solving.
- Conducted follow-up calls and chats with customers after resolving their inquiry.
- Assisted customers by providing timely support through live chat interactions.
- Ensured compliance with company policies and procedures when dealing with customers.
- Provided product information and support to enhance customer satisfaction.
- Utilized CRM software for tracking customer interactions and feedback.
- Educated customers on service offerings to promote informed decision-making.
- Managed high call volumes while maintaining accuracy and professionalism.
- Monitored chat metrics to identify trends and suggest process improvements.
- Reported any potential problems or bugs encountered while providing support.
Customer Service Representative
Maximus
Remote
01.2022 - 01.2023
- Managed customer inquiries via phone and email, ensuring prompt and effective responses.
- Resolved customer complaints through effective communication and problem-solving.
- Guided customers in understanding product features and resolved their inquiries.
- Resolved FAFSA Loans complaints and questions, provided information about products and services, processed orders and returns.
- Utilized CRM software for tracking customer interactions and feedback.
Customer Service Representative
HGS
Remote
01.2020 - 01.2022
- Handled customer inquiries via phone and email, ensuring timely resolutions and enhancing customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving, improving overall customer experience.
- Provided product information and support to enhance customer satisfaction.
- Educated customers on service offerings to promote informed decision-making.
- Maintained detailed records of customer interactions to support follow-up actions and improve service quality.
- Utilized CRM software for tracking customer interactions and feedback.
- Assisted in recruitment outreach to prospective employees.
- Organized and conducted several seminars for hospital employees to educate and update them regarding available employment benefit options.
Customer Service Representative
Alorica
El Paso
01.2016 - 01.2018
- Greeted customers warmly to identify problems or reasons for calling, facilitating effective resolution.
- Resolved customer complaints or issues for AT&T via email or phone, ensuring customer satisfaction.
- Provided technical assistance to customers via phone and email support.
- Diagnosed and resolved software and hardware issues effectively.
- Use Telephones to reach out to customers and verify account information.
- Documented customer interactions in company's ticketing system for accurate tracking and follow-up.
Customer Service Representative
DataXport
El Paso
01.2013 - 01.2015
- Interacted with customers to resolve complaints, process orders, and provide information on rebates, enhancing customer satisfaction.
- Resolved customer complaints via phone, email, or social media, ensuring timely solutions and maintaining positive relationships.
- Assisted customers with inquiries through live chat support platform, delivering prompt responses and support.
- Resolved customer inquiries through email communication using company support tools.
- Utilize computer technology to handle high call volumes.
- Resolved technical issues using troubleshooting guidelines and tools.
- Entered customer data into electronic systems to create organized spreadsheets.
- Documented customer interactions accurately in the support ticketing system.
- Converted paper documents into electronic files using data entry software.
Education
High School Diploma -
Roswell Job Corp Center
Roswell, NM01-2010
Skills
- Online chat support
- Chat support
- Email communication
- Email management
- Technical support
- Remote support
- Remote support tools
- Data entry
- Microsoft Excel
- Time management
- Problem resolution
- Problem-solving
- Communication Skills
- Empathy
Timeline
Customer Service Representative
GDIT
03.2023 - 02.2025
Customer Service Representative
Maximus
01.2022 - 01.2023
Customer Service Representative
HGS
01.2020 - 01.2022
Customer Service Representative
Alorica
01.2016 - 01.2018
Customer Service Representative
DataXport
01.2013 - 01.2015
High School Diploma -
Roswell Job Corp Center