ANGELICA M. LARA
New Caney,USA
Summary
Customer service leader with extensive experience in managing inquiries and resolving complaints. Committed to continuous improvement through effective training and cross-functional collaboration. Known for maintaining high customer satisfaction levels while facilitating swift resolutions and enhancing team capabilities.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Evoqua Water Technologies
Houston, TX
03.2023 - Current
- Managed customer inquiries through various communication channels effectively.
- Resolved escalated customer complaints in a timely manner.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Resolved product issues by coordinating with Service and Operation support teams promptly.
- Facilitated communication between customers and internal departments to resolve concerns swiftly.
- Consulted with customers regarding needs and addressed concerns.
- Managed incoming calls from customers while providing exceptional service.
- Responded promptly to inquiries from customers about products or services.
- Trained new employees on customer service protocols and best practices efficiently.
- Conducted customer service training for new hires.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
Customer Service Representative II
BAKER HUGHES CONTRACTOR
Houston, USA
01.2019 - 01.2020
- Received, processed, and tracked orders for subsea oil rig parts for global locations, including Sub Saharan Africa and Gulf of Mexico
- Utilized Oracle and online platforms to place new orders and track existing orders
- Resolved issues in production and delivery management to enhance operational efficiency
- Analyzed customer data to identify issues and propose effective solutions
- BAKER HUGHES, HOUSTON, TX
Customer Service Representative
A3 GLASS FABRICATORS
Houston, USA
02.2018 - 10.2018
- Cultivated relationships with commercial glass suppliers, vendors, and manufacturers to enhance product offerings
- Understood specifications of Guardian, Vitro/PPG, AGC, and Pilkington commercial glass products
- Resolved production and delivery challenges to improve service quality
- Analyzed customer data to identify issues and recommend targeted solutions
- Order entry of shower glass systems and heavy glass units in GLASSTRAX ERP/SAP
- HOUSTON, TX
Customer Service Representative
CRISTACURVA GLASS
Houston, USA
10.2015 - 02.2018
- CSR servicing of the Houston, Austin & San Antonio, Texas Markets in the commercial glass industry
- Received, processed & tracked heavy & flat glass orders & kept clients updated of all scheduled deliveries
- Collected customer feedback and recommended procedural or product changes, improving service delivery processes
- Promoted Guardian Glass, Vitro PPG, AGC, and Pilkington Glass products during service and sales follow-up calls, enhancing customer awareness of available options
- Entered orders for energy efficient glass systems and heavy glass units into ALFAK software, ensuring accurate tracking and processing
- HOUSTON, TX
Customer Service Representative
BRENNTAG SOUTHWEST
Houston, USA
04.2014 - 01.2015
- Delivered customer service and managed accounts for chemical suppliers, ensuring client satisfaction and retention.
- Processed orders of chemicals for clients in oil and gas and water treatment, facilitating timely delivery and compliance with customer needs.
- Updated and maintained database with accurate customer information and ensured timely data entry to support operational efficiency.
- Collaborated with inside sales division
- Ensured compliance with safety regulations
- HOUSTON, TX
Education
Diploma - General Studies
SWEETWATER CHRISTIAN HIGH SCHOOL
HOUSTON, TX06-1999
Skills
- Customer relationship management
- CRM software utilization
- Order processing
- Call center experience
- Customer communication
- Client engagement
- Conflict resolution
- De-escalation techniques
- Problem solving
- Process optimization
- Training and development
- Cross-functional collaboration
- Team leadership
- Business development
- Record keeping
- Email management
- Process optimization
Timeline
Senior Customer Service Representative
Evoqua Water Technologies
03.2023 - Current
Customer Service Representative II
BAKER HUGHES CONTRACTOR
01.2019 - 01.2020
Customer Service Representative
A3 GLASS FABRICATORS
02.2018 - 10.2018
Customer Service Representative
CRISTACURVA GLASS
10.2015 - 02.2018
Customer Service Representative
BRENNTAG SOUTHWEST
04.2014 - 01.2015
Diploma - General Studies
SWEETWATER CHRISTIAN HIGH SCHOOL