Andrea Bocanegra
Killeen ,TX
Summary
Dynamic customer service advocate with proven success at Alorica, adept at resolving inquiries and enhancing satisfaction through effective problem-solving and technical troubleshooting. Recognized for improving customer retention rates by developing strong rapport and utilizing CRM systems for efficient follow-up. Committed to delivering exceptional service in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Customer Service Advocate
Alorica
Joseph, UT
08.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating product features and services to enhance satisfaction.
- Documented customer interactions accurately in CRM systems for improved follow-up efficiency.
- Collaborated with team members to streamline processes and enhance overall service delivery.
- Provided timely responses to escalated issues, ensuring swift resolutions and customer loyalty.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Customer Service Representative
Randstad
Austin, TX
05.2021 - 08.2024
- Assisted customers in navigating product inquiries and resolving issues efficiently.
- Managed customer accounts, ensuring accurate information and timely updates.
- Utilized CRM software to track interactions and improve service responses.
- Collaborated with team members to enhance customer satisfaction metrics.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Kaiser Permanente
Los Angeles, CA
08.2019 - 08.2021
- Managed customer accounts, ensuring accurate information and timely updates.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Ellison High School
Killeen, TX06-2008
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Computer proficiency
- Technical troubleshooting
- Credit card processing
- Order fulfillment
- Typing speed
- Clerical support
- Call center operations
- Payment handling
- Problem-solving
Timeline
Customer Service Advocate
Alorica
08.2024 - Current
Customer Service Representative
Randstad
05.2021 - 08.2024
Customer Service Representative
Kaiser Permanente
08.2019 - 08.2021
High School Diploma -
Ellison High School