Angela Juarez
Wichita,KS
Summary
Dynamic Call Center Representative with a proven track record at T-Mobile, excelling in complaint resolution and account updating. Recognized for enhancing customer satisfaction through effective sales closing techniques and proactive problem-solving. Adept at fostering relationships and driving revenue growth while maintaining high service standards.
Overview
8
8
years of professional experience
Work History
Call Center Representative
T-Mobile
01.2018 - 09.2019
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Center Representative
US Bank Service Center
04.2014 - 01.2016
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
Call Center Sales Representative
Portable on Demand Storage (P.O.D.S.)
02.2012 - 02.2014
- Opened new accounts and documented personal, demographic, and payment information in system.
- Set up appointments with interested customers according to schedule availability.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Implemented upselling techniques to increase revenue and move product.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Developed extensive knowledge of products and services to better assist customers.
- Generated leads and established relationships with potential customers through outbound telephone calls.
Education
High School Diploma -
Haysville High
Haysville, KS04-1998
Skills
- Account updating
- Sales closing
- Complaint resolution
- Call logging
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Call Center Representative
T-Mobile
01.2018 - 09.2019
Call Center Representative
US Bank Service Center
04.2014 - 01.2016
Call Center Sales Representative
Portable on Demand Storage (P.O.D.S.)
02.2012 - 02.2014
High School Diploma -
Haysville High