ANNIKA GARDEA
El Paso,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Case Manager
Concentrix
06.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed escalated issues effectively, ensuring timely resolution and customer retention.
- Facilitated client assessments, identifying needs and resources for effective care planning.
- Coordinated case documentation to ensure compliance with regulatory standards.
Case Manager
Movate
10.2022 - 05.2025
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed case documentation ensuring compliance with regulatory standards and best practices.
Billing Representative
GC Services
07.2020 - 01.2022
- Reviewed and solved account and billing discrepancies.
- Assessed accounts for payment status and reached out to customers.
- Received incoming information and entered into database system.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
Sales Representative
5 Below
04.2020 - 01.2022
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Developed and delivered engaging sales presentations to convey product benefits.
Customer Service Representative
Alorica
04.2018 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Education
GED - undefined
Project Bravo
Skills
- Needs Assessment
- Interpretation and Translation Services
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Order and Refund Processing
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Call Documentation
- Calm and Professional Under Pressure
- Credit Card Payment Processing
- Merchandise Arrangements
- Answering Customer Questions
Timeline
Case Manager
Concentrix
06.2025 - Current
Case Manager
Movate
10.2022 - 05.2025
Billing Representative
GC Services
07.2020 - 01.2022
Sales Representative
5 Below
04.2020 - 01.2022
Customer Service Representative
Alorica
04.2018 - 08.2019
GED - undefined
Project Bravo