Anabelia Bolata
El Paso,TX
Summary
Results-oriented professional with over 20 years of experience in customer service roles. Proven ability to resolve complex issues through critical thinking and effective communication, fostering teamwork to improve service processes and achieve high customer satisfaction.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
GC Services Call Center
03.2017 - 12.2019
- Resolved customer inquiries through effective communication and problem-solving skills.
- Utilized CRM software to track customer interactions and ensure timely follow-up actions.
- Collaborated with team members to enhance service delivery and streamline operational processes.
- Achieved high levels of customer satisfaction by providing accurate information and resolving issues promptly.
Customer Service Representative
White Sands Federal Credit Union
02.2015 - 09.2015
- Managed escalated concerns efficiently, ensuring resolution aligned with company policies and client expectations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Documented service procedures and updated knowledge base to support team resource availability.
Attendance Manager
AT&T
10.1994 - 11.2007
- Led cross-functional teams to implement strategic initiatives enhancing service delivery.
- Developed and executed training programs improving employee performance and customer satisfaction.
- Analyzed operational metrics to identify process inefficiencies and recommend improvements.
- Collaborated with senior leadership to align departmental goals with organizational objectives.
- Managed and motivated employees to report to work as scheduled and be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and partnering with the Union to find appropriate resolutions.
- Reduced operational costs through comprehensive attendance process improvement initiatives and resource management.
- Streamlined workflows and record keeping by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
Education
High School Diploma -
Ysleta High School
El Paso, TXSkills
- Customer service
- Active listening
- Critical thinking
- Call center operations experience
- Professional telephone demeanor
- Documentation
- Conflict mediation and resolution
- Staff education and training
- Problem resolution
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative
GC Services Call Center
03.2017 - 12.2019
Customer Service Representative
White Sands Federal Credit Union
02.2015 - 09.2015
Attendance Manager
AT&T
10.1994 - 11.2007
High School Diploma -
Ysleta High School