Hi, I’m
Angelica Ochoa
Edinburg,TX
Summary
Looking for a job with a fast paced company with many chances to advance.
Overview
16
years of professional experience
1
Certification
Work History
Gardens Alive! Inc.Greendale, IN
Remote Customer Support Sales Representative
03.2021 - 07.2023
Job overview
- Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.
- Troubleshot customer issues using remote access software tools.
- Provided technical support to customers via phone, email, and chat.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Processed refunds and credits when appropriate.
- Handled escalated customer service issues with professionalism and empathy.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Developed and maintained relationships with customers to ensure repeat business.
- Coordinated with logistics teams to ensure timely delivery of products to customers.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Erus EnergyMcAllen, Texas
Solar Sales Representative
04.2020 - 08.2021
Job overview
- Promoted, sold, and secured new accounts.
- Inspected customers' homes and businesses to develop detailed solar installation quotes.
- Prepared proposals, quotes, contracts and presentations for solar customer review.
- Conducted follow-up calls with warm leads to cement connections and pursue conversions.
- Negotiated contracts with clients and managed all aspects of the sales process from initial contact to close of sale.
- Assisted in training new employees on proper sales techniques as needed.
- Traveled of time to canvass neighborhoods and prospect for customers on door-to-door basis.
- Developed expertise in renewable energy and smart home products to better serve customers' needs and promote products.
- Collaborated with engineering teams on design changes or modifications based on customer requests.
ABT AssociatesMcAllen, TX
Research Interviewer, Survey Researchers
10.2020 - 01.2021
Job overview
- Conducted in-depth interviews with participants to gather data and information on research topics.
- Achieved and maintained high phone metric by consistently conducting above average phone calls during scheduled work hours
- Effectively de-escalated challenging phone calls, delivering exceptional service to disgruntled individuals
- Demonstrated self-sufficiency and initiative without relying on immediate supervision.
- Followed standard policy procedures daily, with no deviation to acceptable measures.
- Utilized effective listening skills when interacting with participants during interviews.
- Troubleshot and resolved technical issues with data collection equipment and software
- Adhered to data security requirements, federal HIPAA regulations, and company policies.
Rushable-Houston, TXHouston, TX
Rusher / Sales Representative, Sales Representatives, Services, All Other
10.2020 - 01.2021
Job overview
- Liaised between customers and sales teams to deliver successful solutions according to customer needs.
- Upsold add-on services to existing customers, generating incremental revenue gains.
- Managed accounts to ensure customer satisfaction and account retention.
- Maintained accurate records of all sales activities including client communications, presentations, proposals, forecasts.
- Prepared detailed presentations outlining features, benefits of products, services being sold.
- Conducted market research to identify new business opportunities.
- Supported sales team members to drive growth and development.
- Assisted in developing strategies for increasing brand awareness among target audiences.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Utilized CRM software tools to manage pipeline activities, track progress against goals, forecast revenue.
Texas Juvenile Justice Department-Edinburg, TXEdinburg, TX
Youth Development Coach III, Correctional Officers and Jailers
01.2020 - 05.2020
Job overview
- Provides supervision and direct care for youth in a residential correctional facility
- Worked to help youth to achieve progress in learning and applying methods to identify and manage reactions to stress and trauma and react in more socially appropriate ways
- Used appropriate intervention methods in response to behavioral issues that seeks to aid in learning and correcting behavior
- Maintained a consistent effort to ensure safe environments and employed security measures when youth, staff, or others are in danger
- Interacted and engaged with youth in ways that both maintain appropriate structure and exercise understanding of brain development in youth with complex trauma
- Maintained healthy relationships and boundaries with youth and consistently recognized progress and good choices made by youth
- Worked to facilitate youth rehabilitation, supervising youth, and coaching their personal development in accordance with individualized treatment plans
- Held youth accountable in ways that fit the level of behavior, seeking to help youth to learn socially acceptable responses and approaches
- Used good judgment in determining when safety is at risk and higher levels of intervention are required
- Helped youth to identify their responses to stress, fear, and other triggers and works with the youth to learn ways to increase emotional self-regulation skills
- Practiced and modeled appropriate self-regulation skills with the ability to remain calm during times of stress and crisis.
STVT-AAI EDUCATION INC-Weslaco, TXWeslaco, TX
Admissions Representative, Education Administrators, Postsecondary
02.2019 - 10.2019
Job overview
- Converted leads to enrollments at rate.
- Managed incoming inquiries from prospective students via phone calls, emails, text messages or social media platforms.
- Thoroughly reviewed admissions applications and evaluated credentials to approve students for enrollment.
- Provided detailed information about financial aid options available at the university for admitted students.
- Coordinated campus visits for prospective students and their families.
- Maintained accurate and complete student records required by laws, district policies and administrative regulations.
- Counseled individuals to help overcome personal, social or behavioral problems affecting educational or vocational situations.
- Conducted follow-up calls with accepted applicants to ensure enrollment commitments were met.
- Used statistical software to analyze data from surveys, old records or case studies.
Unique Professional Services-Corpus Christi, TXCorpus Christi, TX
Child Care Solution Technician, Eligibility Interviewers, Government Programs
01.2019 - 02.2019
Job overview
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Collaborated with community organizations to identify resources available to clients.
- Coordinated with other agencies to ensure that clients receive necessary medical care or other services.
- Analyzed applicants' financial records to determine eligibility for benefits.
- Utilized various software and tools to streamline processes and optimize performance.
- Monitored compliance with deadlines related to benefit applications or renewals.
- Evaluated applications for benefits according to established guidelines, policies, and procedures.
Insurance Adjusters-McAllen, TXMcAllen, TX
Unemployment Insurance Claims Examiner III
08.2015 - 05.2018
Job overview
- Performed advanced (senior-level) Unemployment Insurance (UI) claims work by following established procedures and protocols.
- Collaborated with various departments within the organization to ensure compliance with all legal requirements pertaining to UI matters.
- Conducted interviews with employers and claimants to collect relevant data for benefit determination purposes.
- Identified fraud cases through detailed examination of claimant's documents.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized various software and tools to streamline processes and optimize performance.
- Maintained accurate records of all transactions related to unemployment insurance payments.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
Texas Workforce Commission-McAllen, TXMcAllen, TX
Customer Service Representative II, Customer Service Representatives
04.2015 - 08.2015
Job overview
- Analyzed claimants' work history, earnings records and other documents to determine benefit entitlement.
- Verified accuracy of data entered into computer systems used in administering the Unemployment Insurance program.
- Assisted customers by telephone or in person with filing new claims or reopening existing claims.
- Assisted with customer requests and answered questions to improve satisfaction.
- Conducted testing of software and systems to ensure quality and reliability.
- Managed database systems containing customer contact information.
AMBA Benefit AdvisorsAustin, Texas
Benefits Advisor
04.2011 - 12.2013
Job overview
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Assisted employees in understanding their benefits package, enrolling in programs, and making changes as needed.
- Conducted in-depth analyses of employee benefit plans, including health care, retirement, and other benefits.
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
- Provided expert advice on risk management and helped clients choose the appropriate level of coverage.
- Advised customers on the best ways to minimize risks associated with their assets.
- Managed a portfolio clients, providing personalized insurance solutions based on individual needs.
- Interviewed prospective clients to obtain data about financial resources and needs.
- Utilized CRM software to track leads, customer interactions, and sales progress efficiently.
Department of Family and Protective Services-Edinburg, TXEdinburg, TX
Child Protective Service Investigator III, Protective Service Workers, All Other
12.2007 - 04.2013
Job overview
- Developed and executed plans to remove children from homes where abuse or neglect had occurred.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Facilitated case conferences with multi-disciplinary teams to ensure appropriate services were provided to clients.
- Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations.
- Visited homes regularly to assess living conditions and monitor progress towards meeting goals established in service plans.
- Conducted in-depth interviews with children, guardians, doctors, nurses and law enforcement to gain insight into individual cases.
- Collaborated with law enforcement personnel when criminal activity was suspected or confirmed.
- Provided court testimony regarding relevant facts of assigned cases.
- Investigated reports or indications of abuse, neglect or exploitation of at-risk adults, adolescents and children.
- Interfaced with local court system, attending court proceedings and working directly with attorneys.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Education
University of Texas Pan AmericanEdinburg, TX
Bachelor's Degree from Criminal Justice and Sociology
12.2007
PSJA High SchoolSan Juan, TX
High School Diploma
05.1997
Skills
- Client account management
- B2B and B2C sales
- Customer retention abilities
- Communication skills
- Sales negotiation
- Cold calling
- Complex Problem-solving
- Lead generation
- Asset protection
- Coaching and mentoring
- Schedule management
- Call center operations
- Time management
- Inside and outside sales
- Technical support
- De-escalation techniques
- Remote troubleshooting
- Sales techniques
- Data entry
- Script adherence
- CRM management
Certification
- First Aid Certification
- CPR Certification
- Driver's License
Assessments
- Sales skills, Proficient, 07/01/20
- Customer service, Proficient, 10/01/20
Languages
Spanish
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Remote Customer Support Sales Representative
Gardens Alive! Inc.
03.2021 - 07.2023
Research Interviewer, Survey Researchers
ABT Associates
10.2020 - 01.2021
Rusher / Sales Representative, Sales Representatives, Services, All Other
Rushable-Houston, TX
10.2020 - 01.2021
Solar Sales Representative
Erus Energy
04.2020 - 08.2021
Youth Development Coach III, Correctional Officers and Jailers
Texas Juvenile Justice Department-Edinburg, TX
01.2020 - 05.2020
Admissions Representative, Education Administrators, Postsecondary
STVT-AAI EDUCATION INC-Weslaco, TX
02.2019 - 10.2019
Child Care Solution Technician, Eligibility Interviewers, Government Programs
Unique Professional Services-Corpus Christi, TX
01.2019 - 02.2019
Unemployment Insurance Claims Examiner III
Insurance Adjusters-McAllen, TX
08.2015 - 05.2018
Customer Service Representative II, Customer Service Representatives
Texas Workforce Commission-McAllen, TX
04.2015 - 08.2015
Benefits Advisor
AMBA Benefit Advisors
04.2011 - 12.2013
Child Protective Service Investigator III, Protective Service Workers, All Other
Department of Family and Protective Services-Edinburg, TX
12.2007 - 04.2013
University of Texas Pan American
Bachelor's Degree from Criminal Justice and Sociology
PSJA High School
High School Diploma
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