April Villarreal
San Antonio,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, ad providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Representative
QVC Customer Service
04.2021 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Managed over 50 plus customer calls per day..
Crew Member
BBVA Compass Bank
04.2008 - 08.2010
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Answered product and service questions, suggesting other
- Assist customers opening and closing checking and savings accounts
- Helped customers manage money market accounts, such as transfer money to and from accounts
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
West Telemarketing
05.2002 - 07.2004
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Activating new customer's mobile accounts and activating mobile devices.
- Handling billing issues, concerns, and payment options
- Processing payments and assisting in setting up payment agreements.
- Handling irate customers showing empathy and resolving issue
- Responded to customer requests for products, services, and company information.
- Handling irate customers showing empathy to maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Atento
06.2000 - 03.2001
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Inbound Customer Service Representative
West Telemarketing
01.1996 - 04.1998
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answer inbound direct !-800 calls taking orders and process payments
- Answered over 50+ calls per shift to meet fast-paced call center demands.
- Answered product and service questions, suggesting other offerings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Answered phone with friendly greeting to create positive inbound calling experience for customers
Education
GED -
Windham School District
Dayton, TX09.2017
Skills
- Efficient Data Entry
- Good Listening Skills
- Online Systems
- Customer Needs Assessment
- Call Controlling
- Account Management
- Professional Telephone Demeanor
- Issue and Complaint Resolution
- POS Systems Expertise
- Microsoft Excel
- Credit Card Payment Processing
- Complex Product Knowledge
- Customer Relations
- Billing Adjustments and Refunds
- Call Center Operations
Certification
- Customer Service Representative Certificate
- MCAS - Microsoft Certified Application Specialist
Timeline
Customer Service Representative
QVC Customer Service
04.2021 - 04.2022
Crew Member
BBVA Compass Bank
04.2008 - 08.2010
Customer Service Representative
West Telemarketing
05.2002 - 07.2004
Customer Service Representative
Atento
06.2000 - 03.2001
Inbound Customer Service Representative
West Telemarketing
01.1996 - 04.1998
GED -
Windham School District
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