America Gonzalez
Conroe,TX
Summary
Qualified Agent with documented history of meeting and exceeding sales goals. Known for strong relationship-building skills and commitment to maintaining loyal customers. Excellent record of expanding market share, retaining customers and promoting new initiatives. Friendly Agent with commitment to developing, qualifying and managing leads to increase new business. Competitive with passion for driving revenue and profit for companies in collections and baking industry. Self-motivated Agent with 8-year progressive career in call centers. Offering proven excellence in computer skills and . Proficient using cisco and microsoft to track [Data]. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
16
16
years of professional experience
Work History
Senior Agent 2
Woodforest national bank
Spring , TX
06.2023 - 06.2024
- Provided customers with product and service information.
- Resolved customer complaints via phone, email, mail, or social media.
- Utilized excellent customer service skills to ensure satisfaction of all customers.
- Created detailed reports on customer inquiries and interactions.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Developed strategies for improving customer service processes.
- Maintained records of customer interactions in CRM software system.
- Responded promptly to general inquiries from customers via telephone or email.
- Collaborated with other departments to ensure efficient resolution of any escalated issues.
- Ensured compliance with applicable laws and regulations related to customer service operations.
- Identified potential opportunities for upselling products or services based on customer needs.
- Analyzed trends in consumer behavior data to develop insights into how customers interact with the company's products or services.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Consulted with customers regarding needs and addressed concerns.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Oversaw and guided team of [Number] to handle customer call escalations, training and mentoring new employees on customer service and order processing.
- Collated customer names, contact and payment information to streamline future interactions.
- Reduced customer complaints [Number]% with introduction of new service management and sales follow-up processes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Cleaning Services
windsor cleaning services
Magnolia, TX
01.2023 - 08.2023
- Worked closely with local government officials on matters related to street cleaning services.
- Responded promptly to customer inquiries or complaints related to cleaning services.
- Investigated complaints regarding maintenance and cleaning services within the residence halls.
- Responded promptly to customer requests for cleaning services.
- Coordinated dry cleaning services for all costumes after each production shoot.
- Responded to requests from staff members for cleaning services.
- Organized special events or functions at the hotel that require additional cleaning services.
- Organized cleaning services for the home to ensure it was kept neat and tidy at all times.
- Organized special events such as conferences or parties that require additional cleaning services.
- Responded promptly to guest requests for additional cleaning services during their stay.
- Ensured that all areas were kept clean at all times by scheduling periodic deep cleaning services.
- Ensured that all facilities are kept clean by scheduling regular cleaning services according to industry standards.
- Organized special requests from guests such as extra pillows or blankets, additional cleaning services.
- Performed cleaning services in accordance with established standards and procedures.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Responded promptly to requests from staff for additional cleaning services.
- Observed company standards for quality assurance while performing tasks related to cleaning services provided.
- Collaborated with other supervisors in the department on projects or initiatives related to street cleaning services.
- Coordinated with other departments regarding special events or projects requiring additional cleaning services.
- Coordinated move-in and move-out procedures including inspections and cleaning services.
- Organized the move-in, move-out process for new, former tenants including cleaning services if needed.
- Responded to requests from staff or faculty for cleaning services or assistance with special projects.
- Liaised with external vendors providing services such as catering or cleaning services.
- Coordinated maintenance activities such as repairs, inspections, and cleaning services for rental properties.
- Coordinated move-in and move-out processes for tenants including inspections, repairs, cleaning services.
- Responsible for organizing cleaning services after each production was completed.
- Managed the daily scheduling of janitors to ensure adequate coverage for all areas needing cleaning services.
- Provided emergency cleaning services when required due to accidents or spills.
- Scheduled appointments with clients for carpet cleaning services.
- Provided support during tenant move-outs by coordinating with movers, cleaning services.
- Coordinated with outside contractors when specialized cleaning services were required.
- Organized cleaning services for interior and exterior parts of aircrafts according to set standards and procedures before take off and after landing respectively.
- Reported any discrepancies or issues related to cleaning services to management team.
- Responded promptly to requests from occupants for additional cleaning services or supplies.
- Reviewed vendor contracts related to cleaning services and negotiated terms as needed.
- Responded promptly to requests from guests or staff for extra cleaning services in guest rooms or public areas.
- Coordinated with outside vendors to arrange for cleaning services, repairs and other necessary services.
- Submitted and explained verbal and written estimates of cleaning services costs in advance.
- Provided general cleaning services for homes, including vacuuming carpets, mopping floors, dusting furniture and polishing surfaces.
- Controlled full-cycle household cleaning services, including business development and client relations.
- Provided daily cleaning services, including sweeping, mopping, vacuuming and dusting.
- Provide emergency cleaning services for spills caused by guests or visitors in public areas of the facility.
- Expanded cleaning services to tile, grout and hardwood floors upon customer advance request.
- Work closely with management to develop strategies for improving cleaning services across the organisation.
- Planned and scheduled regular cleaning services for common areas within the facility.
- Organized special events that require additional cleaning services or staffing.
- Communicated regularly with department heads regarding special projects that required additional cleaning services.
- Responded to customer inquiries regarding street cleaning services and resolved complaints in a timely manner.
- Updated policies and procedures related to cleaning services in order to remain compliant with industry regulations.
- Responded promptly to requests from guests or staff members for additional cleaning services.
- Collaborated with medical staff to provide patient-specific cleaning services for special cases.
- Communicated with customers about requests for additional supplies or cleaning services.
- Scheduled cleaning services for vacated rooms in accordance with occupancy levels.
- Supervised staff members responsible for cleaning services and other duties related to building management.
- Increased efficiency of cleaning services through research and implementation of new techniques.
- Responded promptly to customer requests for additional cleaning services.
- Gathered soiled linens for laundering or dry cleaning services.
- Collaborated with other departments to coordinate special events requiring additional cleaning services.
- Provided detailed estimates for window cleaning services for clients.
- Resolved customer complaints regarding cleaning services in a professional manner.
- Coordinated facility maintenance activities such as cleaning services or repairs.
- Negotiated contracts with vendors for special services such as emergency diesel refueling or tank cleaning services as required by clients.
- Assisted in stocking shelves with supplies and materials needed for dry cleaning services.
- Developed a comprehensive plan for cleaning services, including scheduling, staffing needs, and budgeting considerations.
- Supervised, trained, and evaluated staff responsible for cleaning services.
- Responded promptly to requests from teachers or staff members for additional cleaning services.
- Responded promptly to customer requests for special cleaning services or assistance in emergency situations.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Worked closely with housekeeping staff to coordinate cleaning services for vacant rooms.
- Responded promptly to customer service requests regarding drain cleaning services.
- Marketed cleaning services to grow customer base, offering client referral discounts, coupons and holiday promotions.
- Coordinated dry cleaning services for delicate fabrics or specialty garments.
- Coordinated move-ins and move-outs of tenants by scheduling inspections and cleaning services as needed.
- Furnished quality carpet and upholstery cleaning services to residential and commercial clients.
- Monitored the quality of cleaning services provided by housekeeping staff and took corrective action if necessary.
- Ensured the facility was properly maintained by scheduling periodic cleaning services and repairs as needed.
- Investigated customer complaints related to field maintenance services provided by staff members.
Lunch Monitor
Magnolia ISD
Magnolia, TX
08.2018 - 11.2021
- Watch over the kids in the cafeteria room make sure they everyone had there utensils and everything was in control.
- Checked student lunches for compliance with school nutrition standards.
- Monitored students in the cafeteria to ensure they stayed in their designated areas.
- Enforced appropriate behavior expectations during lunch period.
- Assisted with meal distribution and cleanup duties as needed.
- Greeted students, faculty, and staff members entering the cafeteria area.
- Helped resolve conflicts between students in a professional manner.
- Provided assistance to special needs students during lunch period.
- Informed cafeteria staff of any food shortages or quality issues that may arise.
- Maintained records of daily attendance and meal counts for lunch period.
- Kept track of inventory levels for supplies such as napkins, utensils, cups.
- Assigned seating arrangements when necessary to promote social distancing.
- Displayed good customer service skills when interacting with students, faculty, and staff members.
- Performed basic cleaning tasks such as wiping tables and sweeping floors after meals were served.
- Alerted supervisors of potential safety hazards within the cafeteria area.
- Supported the kitchen staff by refilling condiments on the serving line as needed.
- Collaborated with teachers to discuss student behavior issues related to lunchtime activities.
- Assisted with organizing activities designed to keep students engaged during lunch period.
- Encouraged positive interactions among peers while monitoring student behavior in the cafeteria.
- Communicated regularly with administrators regarding any changes or updates in policies or procedures related to lunchtime operations.
- Utilized effective communication techniques when addressing disciplinary issues among students.
- Developed strategies for improving student engagement during lunch hour activities.
- Supervised group behaviors and utilized modification techniques.
- Patrolled cafeteria throughout lunch periods to check for spills and help students.
- Assisted with preparation and stocking of food items and condiments.
- Used non-lunch hours to help teachers with classroom or student requirement.
- Maintained tools, equipment and surfaces in clean, neat and working order.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Followed guidelines for safe serving, appropriate temperatures and proper presentation.
- Performed work to top standards, proving best service for students, employees and school visitors.
- Prepared food according to recipe instructions to manage regular school meals.
- Upheld correct procedures for preparing foods and storing leftovers.
- Assisted cook with prep work by cutting vegetables and preparing side dishes and salads.
- Rang up orders on cash register to process cash, credit card and personal check payments.
- Monitored use of condiments, utensils and beverages.
- Operated industrial dishwasher to wash glassware and utensils.
- Utilized safe and efficient methods for operating equipment.
- Took inventory of supplies and equipment and placed new orders to maintain stock levels.
- Organized and prepared ingredients for batch cooking.
- Adhered to safe and proper storage guidelines for incoming supplies.
- Maintained adequate levels of linens, trays and silverware items for customers and performed washing and sanitation.
- Tailored orders to address customer allergies and gluten concerns.
- Delivered orders to kitchen and checked for accuracy and correct temperature on pick-up before serving to customers.
- Effectively multitasked within fast-paced environment.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Removed trays and stacked dishes for return to kitchen after finished meals.
- Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Supported serving staff in delivering accurate and well-presented food orders.
- Greeted guests with friendliness and professionalism.
- Participated in ongoing training to enhance job skills and knowledge.
- Stocked service stations with ice, napkins and straws.
- Stocked customer service stations with paper products or beverage preparation items.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Filled and served various beverages for customers.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Resolved guest complaints to maintain complete customer satisfaction.
- Asked customers about meals to assess satisfaction and collect vital feedback.
- Oversaw inventory in buffet and reported replacement needs to kitchen management.
- Greeted frequent visitors by name and explained new promotions.
- Stocked displays with new and transferred merchandise.
Custodian
Magnolia isd
Magnolia, TX
08.2016 - 09.2017
- Clean classrooms and take out the trash vacuum and also clean bathrooms
- Pick up cafeteria tables and clean the lunch room.
- Sweeping, mopping, and vacuuming floors; cleaning bathrooms, kitchens, and other common areas; emptying trash cans and disposing of waste appropriately.
- Replacing light bulbs and repairing or replacing faulty electrical outlets; performing minor plumbing repairs such as unclogging toilets.
- Cleaning windows, mirrors, walls, and ceilings; dusting furniture and wiping down surfaces.
- Maintaining the security of the building by locking doors after hours; ensuring all entrances are closed securely.
- Inspecting buildings for safety hazards or damages that need to be addressed; reporting any issues to management immediately.
- Setting up chairs and tables for events taking place in the building's common areas; organizing supplies for upcoming events.
- Operating floor buffers, pressure washers, carpet cleaners, vacuums, ladders, snow blowers, leaf blowers safely.
- Stocking restrooms with necessary paper products such as toilet paper and paper towels; replenishing soap dispensers when needed.
- Ensuring all equipment is properly maintained and serviced regularly according to manufacturer guidelines.
- Performing general maintenance tasks such as painting walls or fixing broken fixtures; changing filters on HVAC units periodically.
- Responding quickly to emergency situations such as flooding or spills in order to minimize damage to property or injury to personnel.
- Disinfecting high-touch areas including doorknobs, handrails on stairs, escalators., elevator buttons.
- Assisting with special projects related to custodial care as assigned by supervisor or manager.
- Completing daily logs detailing work performed each day; updating records of supplies used during shifts.
- Adhering strictly to health and safety regulations while performing duties.
- Providing support services for a variety of events including setup and breakdown assistance as needed.
- Maintaining an organized storage area for custodial supplies and equipment; ordering additional items when needed.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Recycling materials whenever possible in accordance with company policy and local disposal regulations.
- Monitoring inventory levels of consumable items like toiletries and garbage bags throughout the facility and restocking shelves accordingly.
- Operated industrial cleaning equipment to quickly complete custodial tasks.
- Kept building interiors appealing with routine deep cleaning of high-traffic areas.
- Wet and spot mopped to clean floors and other surfaces in public corridors.
- Checked and stocked inventory throughout facility to meet expected demands.
- Moved equipment and furniture to thoroughly clean space.
- Maintained accountability for building keys, master keys and access cards.
- Notified building managers about needed repairs to maintain public safety.
- Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
- Set up and removed furniture, equipment and supplies required for meetings and special events.
- Discarded cardboard boxes and trash in compactors and balers.
- Performed landscaping tasks and removed litter to maintain grounds.
- Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
- Stripped, sealed, finished and polished floors to maintain longevity and health.
- Inspected exterior and interior of building for service issues and reported damages and needed repairs to supervisor.
- Cleaned building floors by sweeping, mopping or vacuuming.
- Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
- Serviced, cleaned and restocked restrooms.
- Kept business entrances clean, tidy and professional in appearance.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
- Dusted furniture, machines or equipment.
- Completed deep-cleaning floor buffing, carpet cleaning, duct cleaning and wall washing.
- Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians.
- Followed company uniform, performance and security policies with every job.
- Completed routine maintenance checks, notifying management of needed repairs.
- Mixed water and detergents or acids to prepare cleaning solutions.
- Monitored building security and safety by locking doors or avoiding hazards.
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
- Followed safety processes for all manual and electric cleaning equipment.
- Stripped, sealed and polished floors.
- Notified managers of repair needs or additions to building operating systems.
- Moved furniture, equipment or supplies manually or with hand trucks.
- Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
- Steam-cleaned or shampooed carpets.
- Cleared snow, leaves, trash and debris from steps, walkways and areas around building entrances and exits, maintaining cleanliness and appearance of premises.
- Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area.
- Removed snow from sidewalks using snowplows, snow blowers or snow shovels.
- Requisitioned supplies or equipment for cleaning and maintenance duties.
- Mowed or trimmed lawns or shrubbery using mowers or hand or power trimmers.
Custodian/Janitor
Cy-Fair ISD
Houston, TX
08.2014 - 07.2015
- Clean classrooms about 16 class rooms and four sets of bathrooms
- Plus an art or gym room for 8 hours.
- Sweeping, mopping, and vacuuming floors; cleaning bathrooms, kitchens, and other common areas; emptying trash cans and disposing of waste appropriately.
- Replacing light bulbs and repairing or replacing faulty electrical outlets; performing minor plumbing repairs such as unclogging toilets.
- Cleaning windows, mirrors, walls, and ceilings; dusting furniture and wiping down surfaces.
- Inspecting buildings for safety hazards or damages that need to be addressed; reporting any issues to management immediately.
- Maintaining the security of the building by locking doors after hours; ensuring all entrances are closed securely.
- Setting up chairs and tables for events taking place in the building's common areas; organizing supplies for upcoming events.
- Operating floor buffers, pressure washers, carpet cleaners, vacuums, ladders, snow blowers, leaf blowers safely.
- Stocking restrooms with necessary paper products such as toilet paper and paper towels; replenishing soap dispensers when needed.
- Ensuring all equipment is properly maintained and serviced regularly according to manufacturer guidelines.
- Performing general maintenance tasks such as painting walls or fixing broken fixtures; changing filters on HVAC units periodically.
- Assisting with special projects related to custodial care as assigned by supervisor or manager.
- Completing daily logs detailing work performed each day; updating records of supplies used during shifts.
- Responding quickly to emergency situations such as flooding or spills in order to minimize damage to property or injury to personnel.
- Providing support services for a variety of events including setup and breakdown assistance as needed.
- Disinfecting high-touch areas including doorknobs, handrails on stairs, escalators., elevator buttons.
- Adhering strictly to health and safety regulations while performing duties.
- Maintaining an organized storage area for custodial supplies and equipment; ordering additional items when needed.
- Recycling materials whenever possible in accordance with company policy and local disposal regulations.
- Monitoring inventory levels of consumable items like toiletries and garbage bags throughout the facility and restocking shelves accordingly.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
- Wet and spot mopped to clean floors and other surfaces in public corridors.
- Kept building interiors appealing with routine deep cleaning of high-traffic areas.
- Operated industrial cleaning equipment to quickly complete custodial tasks.
- Checked and stocked inventory throughout facility to meet expected demands.
- Moved equipment and furniture to thoroughly clean space.
- Maintained accountability for building keys, master keys and access cards.
- Set up and removed furniture, equipment and supplies required for meetings and special events.
- Notified building managers about needed repairs to maintain public safety.
- Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
- Discarded cardboard boxes and trash in compactors and balers.
- Stripped, sealed, finished and polished floors to maintain longevity and health.
- Inspected exterior and interior of building for service issues and reported damages and needed repairs to supervisor.
- Performed landscaping tasks and removed litter to maintain grounds.
- Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
- Cleaned building floors by sweeping, mopping or vacuuming.
- Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
- Serviced, cleaned and restocked restrooms.
- Kept business entrances clean, tidy and professional in appearance.
- Polished windows, glass partitions or mirrors using sponges or squeegees.
- Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians.
- Completed deep-cleaning floor buffing, carpet cleaning, duct cleaning and wall washing.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Mixed water and detergents or acids to prepare cleaning solutions.
- Completed routine maintenance checks, notifying management of needed repairs.
- Monitored building security and safety by locking doors or avoiding hazards.
- Followed safety processes for all manual and electric cleaning equipment.
- Followed company uniform, performance and security policies with every job.
- Stripped, sealed and polished floors.
- Notified managers of repair needs or additions to building operating systems.
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
- Moved furniture, equipment or supplies manually or with hand trucks.
- Steam-cleaned or shampooed carpets.
- Cleared snow, leaves, trash and debris from steps, walkways and areas around building entrances and exits, maintaining cleanliness and appearance of premises.
- Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
- Requisitioned supplies or equipment for cleaning and maintenance duties.
- Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area.
- Clean and sanitize restrooms, sinks, countertops and other surfaces.
- Sweep, mop and vacuum floors of all areas.
- Mowed or trimmed lawns or shrubbery using mowers or hand or power trimmers.
- Removed snow from sidewalks using snowplows, snow blowers or snow shovels.
- Replenish bathroom supplies such as soap, paper towels and toilet tissue.
- Disinfect equipment and supplies using germicides or steam-cleaning equipment.
- Empty wastebaskets and trash containers.
- Maintain janitorial supply inventory.
- Clean windows, walls, ceilings, carpets and furniture in assigned areas.
- Operate floor cleaning machines to clean rugs, carpets and hard surface floors.
- Respond promptly to maintenance requests for repairs or replacements of fixtures or fittings.
- Mix water with detergents or acids in containers to prepare cleaning solutions according to specifications.
- Ensure that all spills are cleaned up immediately to prevent any accidents from occurring.
- Inspect buildings for safety hazards before beginning work assignments.
- Replace light bulbs when needed.
- Move furniture, equipment, boxes or other items as requested by supervisors or clients.
- Keep a log book of daily tasks completed for record keeping purposes.
- Report any damages found in the building premises to supervisors immediately for repair works.
- Assist with special projects including painting walls or moving furniture as required.
- Perform minor repairs on doors, locks and other related fixtures as needed.
- Follow established safety procedures while operating machinery and using chemicals.
- Attend training sessions regularly to keep updated on new safety protocols.
- Ensure compliance with health regulations regarding the use of hazardous materials.
- Mopped and waxed floors, dusted, deep cleaned bathrooms and removed trash to keep buildings in clean and orderly condition.
- Completed sweeping and vacuuming, glass cleaning and trash collecting.
- Sorted and disposed of trash and recycling materials to keep common areas clean and organized.
- Organized custodial closets to easily find equipment and supplies.
- Maintained inventory of cleaning supplies and documented items requiring reorder.
- Responded promptly to requests to clean and sanitize areas after accidents.
- Responded to emergency cleaning requests to meet client expectations.
- Reduced cleaning time significantly while maintaining company quality standards.
- Maintained, sanitized and vacuumed dining area and washed kitchen floors prior to closing.
- Assessed cleaning equipment and performed repairs when needed.
- Operated carpet extractors and floor buffers according to instructions.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
Call Center Representative
Car researcher xrm
Houston, TX
07.2013 - 10.2014
- Answer calls and take orders of the vehicle the customer was interested in
- Take payments online.
Call Center Representative
GC Services
Houston, TX
06.2011 - 09.2014
- Answer phone calls and take customer payments over the phone make acts current help with extensions and make sure that there acct was in good standing.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Performed outbound calling campaigns to promote new products or services.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Consulted with customers to resolve service and billing issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Referred unresolved customer grievances to designated departments for further investigation.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Strengthened customer retention by offering discount options.
- Supported sales team members to drive growth and development.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Mentored junior team members and managed employee relationships.
- Excelled in exceeding daily credit card application goals.
- Took special orders in person and over telephone, generating additional revenue every month.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Led on- and off-site customer support teams across multiple time zones.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Increased customer traffic count by [Number]% and retail sales by [Number]%.
- Oversaw warranty counseling process to manage expense controls.
Collections Agent
a1 collections
Houston, TX
03.2008 - 11.2012
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Monitored customer accounts for changes in financial status or contact information.
- Resolved complex issues that arose during the collections process.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Identified opportunities for improved efficiency in the collections process.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Contacted customers and explained debt management to encourage timely debt payments.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Upheld privacy and security requirements for customer information.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Resolved billing discrepancies and customer credit issues.
- Placed outbound collections calls daily to approximately [Number] account holders.
- Improved existing collections processes by analyzing rejection patterns and denials.
- Followed up on legal claims to update and verify status or patients' of outcome and obtain due payments.
- Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Resolved balance errors using accounting software.
- Pursued collections from delinquent customers and eliminated scan loss, saving over $[Amount] annually.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded and updated customer personal accounts with accurate contact information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Received payment and posted to appropriate customer accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Developed collection methods to achieve or exceed company financial goals.
- Met demands of busy collections group by performing high volume of daily calls.
- Completed skip traces on customers failing respond to collection efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Negotiated rates with customers and entered payments into accounting system.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
- Received payments and posted amounts to customer accounts.
- Recorded information about status of collection efforts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Contacted customers with delinquent accounts to solicit payment.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Advised delinquent customers on strategies for debt repayment.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Monitored overdue accounts using automated information systems.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Negotiated credit extensions and waivers when necessary.
Receptionist
Peach Tree Clinic
Houston, TX
03.2010 - 02.2011
- Take customers calls and make appointments take payments and also due billing.
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Verified visitors' identification cards before allowing access to the building.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Monitored security cameras in the lobby area to ensure safety of employees and guests.
- Updated daily log book with information about visitors entering the premises.
- Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
- Organized conference room reservations for meetings or events.
- Assisted with special projects assigned by management when required.
- Prepared welcome packages for new hires containing relevant paperwork and other important details.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Created badges for temporary personnel who entered the building on a daily basis.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Sorted incoming mail and directed to correct personnel each day.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Greeted and directed visitors to appropriate personnel and answered average of [Number] calls and emails daily.
- Scheduled and confirmed appointments and meetings for management team.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Reported suspicious individuals to supervisor.
- Supervised setup of conference rooms for meetings and office events in common areas.
- Handled conference room scheduling, collaborating with meeting organizers on logistics and catering.
- Served as company concierge to employees requiring assistance help with travel arrangements.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Scheduled appointments and maintained and updated appointment calendars.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Investigated and analyzed client complaints to identify and resolve issues.
- Coordinated pick-up and delivery of express mail services.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Composed and prepared routine correspondence, letters and reports with job-related software.
- Scheduled space or equipment for special programs, meetings and conferences.
- Collated, bound and stored computer-generated reports.
- Coordinated company events with venues and advised staff of pertinent details.
- Used company badging system to create badges for new employees and visitors.
- Transcribed tapes and notes from meetings into prescribed formats.
Education
High school diploma - Bcis
Magnolia High School
05.2005
Skills
- Math
- Microsoft Excel
- Microsoft Powerpoint
- Microsoft Word
- Bilingual
- Spanish
- Customer service
- Phone etiquette
- English
- Janitorial experience
- Buffing
- Cleaning
- Custodial experience
- Commercial cleaning
- Debt Negotiation
- Assertiveness
- Billing and collections best practices
- Collections regulatory guidelines
- Debt management
- Delinquent account management
- Payment Acceptance
- Repayment negotiations
- Performance Improvements
- Customer research
- Call center background
- CRM Navigation
- Customer Relationship Management
- Quality Assurance
- Call Control
- Payment Processing
- Technical Support
- Sales closing
- Customer Service
- Data Entry
- Account updating
- Complaint resolution
- Performance monitoring
- Quality Control
- Cash Handling
- Performance Improvement
- Inbound Phone Call Management
- Verbal and written communication
- Documentation And Reporting
- 45 WPM
- Problem-solving skills
- Professional phone voice
- Call handling
- english and Fluency
- [Software] CRM system expert
- Account Management
- Call Center Operations
- Analytical abilities
- Appointment Scheduling
- Customer Support
- Sales expertise
- CallSelect
- Call controlling
- System Documentation
- Answering questions
- Call control skills
- Product Knowledge
- Communicating with clients
- Call documentation skills
- Data Gathering
- Resolving issues
- Call Center Customer Service
- ciscos expertise
- Interpersonal Skills
- Prospecting skills
- Providing customer support
- Technical Troubleshooting
- Database Research
- Gathering information
- Customer communications
- Proficient in cisco
- De-Escalation Techniques
- Attention to Detail
- Multitasking
- MS Office
- Billing Adjustments and Refunds
- Credit card payment processing
- Goal Setting
- Document and Records Management
- Product Education
- Quality Assurance Controls
- FLUENT IN spanish and english
Languages
- English, Fluent
- Spanish, Fluent
Languages
english
Full Professional
Spanish
Full Professional
Timeline
Senior Agent 2
Woodforest national bank
06.2023 - 06.2024
Cleaning Services
windsor cleaning services
01.2023 - 08.2023
Lunch Monitor
Magnolia ISD
08.2018 - 11.2021
Custodian
Magnolia isd
08.2016 - 09.2017
Custodian/Janitor
Cy-Fair ISD
08.2014 - 07.2015
Call Center Representative
Car researcher xrm
07.2013 - 10.2014
Call Center Representative
GC Services
06.2011 - 09.2014
Receptionist
Peach Tree Clinic
03.2010 - 02.2011
Collections Agent
a1 collections
03.2008 - 11.2012
High school diploma - Bcis
Magnolia High School