Antonia Perez
Castroville
Summary
- Skilled Customer Service Representative and Grievance Analyst with a proven track record at QVC and CVS/caremark. Excelled in resolving high-stress disputes, enhancing customer loyalty, and streamlining data analysis processes. Demonstrates exceptional critical thinking and Microsoft Office proficiency, significantly supporting cross-departmental decision-making and improving customer relations.
- Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
QVC
08.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Grievance Analyst
CVS/caremark
01.2022 - 01.2025
- Gathered and interpreted data, supporting decision-making processes across departments.
- Gathered, organized and input information into digital database.
- Reviewed member calls to identify and verify grievances. Submitted findings to caseworkers. Submitted findings to WebQA.
Education
No Degree -
UIW
San Antonio, TXHigh School Diploma -
Medina Valley HS
Castroville, TX06-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Call management
- Order processing
- Microsoft Excel
- Microsoft outlook
- Microsoft Office Suite
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Grievance Analyst
CVS/caremark
01.2022 - 01.2025
Customer Service Representative
QVC
08.2016 - Current
No Degree -
UIW
High School Diploma -
Medina Valley HS