Araceli Terrazas

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in a fast-paced environment.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Respond to e-mail inquiries generated by external customers through the company website.

• Ensure full customer satisfaction by achieving First Contact Resolution.

• Provide customers an understanding on Verizon Wireless products and services.

• Interim Supervisor and Support Training Department on an as needed basis.

• Provided assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various hardware and service issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.

• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
• Met all call quality standards and daily quotas for first-call resolution.
• Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.