ANDREA E RUBIO
Las Vegas,NV
Summary
Bilingual, customer-focused professional, dedicated to offering every customer positive experiences. Satisfy individual needs via targeted solutions to unique situations and personal requirements. Seek opportunities every day to improve customer satisfaction and department operations.
Overview
3
3
years of professional experience
Work History
Bilingual Customer Experience Associate
Consumer Safety Technology (CST)
06.2023 - 10.2023
- Handled a high volume of incoming calls and emails from customers, ensuring accurate and efficient data entry.
- Provided exceptional customer service by responding to customer inquiries and resolving issues in a timely and professional manner.
- Managed difficult customer situations with professionalism and empathy.
- Mitigated system errors with proactive verification of billing information.
- Processed customer payments and refunds
- Updated company databases with customer information, including payments and credits.
- Resolved billing problems using successful communication with involved parties.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Managed changes in appointment schedules and communicated updates to relevant parties.
Customer Service Representative Team Lead
Customer Connexx
Las Vegas, NV
01.2021 - 05.2023
- Handle 60+ calls daily with duties including signing up new customers, process all incoming orders and documenting the order processes, maintaining the processing manuals
- Assisted customers with inquiries related to booking appointments or rescheduling existing ones.
- Actively listened to customers, handled concerns quickly, courteously and professionally and escalated major issues to supervisor
- Communicate with customers over the phone to provide service information, enter orders for recycling, cancel appointments and obtain information about complaints
- Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution
- Documented, researched and resolved customer service issues.
Customer Service Agent
AGR Group Nevada
Las Vegas, NV
07.2020 - 01.2021
- Managed high-volume of inbound and outbound customer calls
- Reviewed contract requirements to ensure compliance with scheduling standards.
- Provides white-glove service to electric and customers (both commercial and residential) comprehensively handling processes from enrollment all the way to disconnection
- Represents energy supplier clients over the phone and via email by following client requirements for scripting, database operations, contract setup, pricing, and system operations management
- Mitigated system errors with proactive verification of billing information.
- Generated detailed reports regarding account statuses, payment histories, and aging balances.
- Promoted to Campaign Administrator encompassing additional duties such as escalated emails via ticketing system and escalated phone calls
- Investigated and solved routine and complex customer issues to earn repeat business.
- Identified potential schedule conflicts and provided solutions for resolution.
Education
High School Diploma -
Lake Havasu High School
2019
Some College (No Degree) - Medical Billing and Coding July 2024-Present
Nevada School of Professional Studies
Henderson, NVSome College (No Degree) - Language Interpretation and Translation
DE LA MORA Institute Of Interpretation
Las Vegas, NVSkills
- Computer Proficiency
- Data Entry
- Appointment Scheduling
- Payment Processing
- Call Center Experience
- Microsoft Office Suite
- Microsoft Excel
Timeline
Bilingual Customer Experience Associate
Consumer Safety Technology (CST)
06.2023 - 10.2023
Customer Service Representative Team Lead
Customer Connexx
01.2021 - 05.2023
Customer Service Agent
AGR Group Nevada
07.2020 - 01.2021
High School Diploma -
Lake Havasu High School
Some College (No Degree) - Medical Billing and Coding July 2024-Present
Nevada School of Professional Studies
Some College (No Degree) - Language Interpretation and Translation
DE LA MORA Institute Of Interpretation
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