Armando Bazan
Customer Service Representative V
Edinburg,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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Seeking a career path within the federal government, where I can put to use the knowledge I have acquired in the Criminal Justice field and, demonstrate my management, organizational and human relation skills and abilities I have acquired through my years of work and education experience.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
1
1
Language
Work History
Customer Service Representative V
Texas Department Of Motor Vehicles
Pharr, TX
10.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled difficult customers in fast-paced environment setting in coordination with solid team of ten customer service associates.
- Effective liaison between customers and internal departments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Communicated professionally with colleagues, freelancers and clients.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved accounting, service and delivery concerns.
- Provides “One Touch” customer service, responding to customer inquiries by phone and email for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center.
- Develops specialized expertise in TxDMV laws, rules, regulations, policies and procedures and utilizes available resources to provide accurate "One Touch" resolution to customer inquiries.
- Retrieves, evaluates, and validates customer information from a variety of agency databases to provide customer service.
- Accesses multiple databases to cross-reference customer information, and update vehicle and dealer records as required.
- Prepares, interprets, and disseminates accurate and current information about agency programs and procedures.
- Provides customers answers to user navigation inquiries regarding computer software and hardware operation, and the use and interface with a wide variety of agency systems and software applications.
- Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage.
- Escalates customer inquiries and service requests for clarification and resolution.
- Submits written responses to public, agency stakeholders, government agencies, law enforcement, and vehicle dealer inquiries.
- Monitors the status of customer contact inquiries to provide needed follow-up and resolution of complex issues.
- Performs other job-related duties as assigned.
- Provides “One Touch” customer service, responding to customer inquiries by phone and email for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center.
- Develops specialized expertise in TxDMV laws, rules, regulations, policies and procedures and utilizes available resources to provide accurate "One Touch" resolution to customer inquiries.
- Retrieves, evaluates, and validates customer information from a variety of agency databases to provide customer service.
- Accesses multiple databases to cross-reference customer information, and update vehicle and dealer records as required.
- Prepares, interprets, and disseminates accurate and current information about agency programs and procedures.
- Provides customers answers to user navigation inquiries regarding computer software and hardware operation, and the use and interface with a wide variety of agency systems and software applications.
- Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage.
- Escalates customer inquiries and service requests for clarification and resolution.
- Submits written responses to public, agency stakeholders, government agencies, law enforcement, and vehicle dealer inquiries.
- Monitors the status of customer contact inquiries to provide needed follow-up and resolution of complex issues.
- Performs other job-related duties as assigned.
Deputy Tax Clerk
Hidalgo County
Pharr, TX
05.2015 - 09.2016
- Prepared accounting-related reports for paperless office environment.
- Gathered relevant tax-related information for accurate processing.
- Retrieved and safeguarded confidential data using various proprietary computer programs and applications.
- Researched tax issues and formulated clear and concise conclusions.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Perform general clerical duties as required, including filing, indexing and recording, making copies, sorting stuffing and mailing documents.
- Enter information on office records to the computer and retrieves information to respond to inquiries.
- Type correspondence and other documents and materials using a typewriter and/or processing software.
- Assists the public in person or by telephone, convey messages, make telephone calls, faxes and distribute mail.
- Ability to work well with others.
- Excellent attendance.
- Perform regular duties assigned.
Assistant Manager
RadioShack
Alamo, TX
10.2014 - 03.2015
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Reduced financial discrepancies to minimize threats to health and productivity of business.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Created employee schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed strategy to increase sales and drive profits.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored security to protect employees, customers and property.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Provide bilingual (English and Spanish) customer service to diverse clientele, offering product information on electronic and cellular phone sales plans and activations.
- Operations of Business.
- Task Management
- Standards of Excellence for the Store.
BMW Client Advisor
Bert Ogden
McAllen, TX
08.2014 - 10.2014
- Negotiated purchase prices and explained sales, warranty and optional products.
- Drove team revenue totals by bringing in top sales numbers.
- Met customers on lot and in showroom to discuss available vehicles and options.
- Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
- Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
- Effectively located merchandise across various stores to address customer needs.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
- Outlined sales, warranty and service procedures.
- Contacted associated dealerships to locate desired vehicles meeting customer specifications.
- Prepared purchased vehicles and completed final delivery checks.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price and options while fielding inquiries from various marketing websites.
- Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
- Completed registration paperwork and sales documentation.
- Answered telephone and email inquiries from potential customers.
- Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
- Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
- Responded to customer enquiries via telephone and email.
- Helped build sales team for new location by training and mentoring all members.
- Maintained compliance with all service, quality and regulatory standards.
Mobile Sales Consultant
Best Buy Inc
McAllen, TX
07.2013 - 01.2014
- Maintained excellent knowledge of complex technology devices and products to assist customers in making selections to meet business and personal needs.
- Selected correct products based on customer specifications and explained details and functionality of each.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Pleasantly greeted customers and determined individual needs by asking appropriate questions.
- Identified opportunities to further business transactions via upselling and cross-selling.
- Set up, updated and closed business and personal accounts.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Troubleshot technical concerns regarding cell phone operations, applications and performance.
- Researched customer issues and determined which solutions would be most effective.
- Answered questions from customers regarding products and services both by telephone and in-person.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Replenished, faced and organized merchandise on shelving.
- Tracked and recorded department inventory of products.
- Operated product tools, equipment and point of sale terminals.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Accepted and processed payments and purchases for new equipment using POS system.
- Monitored entrances and exits to promote store safety and minimize product loss.
- Guided customers to quickly locate merchandise in showroom.
Sales Associate Specialist
RadioShack
McAllen, TX
06.2010 - 03.2013
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Increased sales and customer satisfaction through personalized servicing.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Used POS system to process sales, returns, online orders and gift card activations.
- Answered questions about store policies and addressed customer concerns.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Issued receipts and processed refunds, credits or exchanges.
- Greeted customers and helped with product questions, selections and purchases.
- Supported efficient and timely replenishment of sales floor merchandise.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Folded and arranged merchandise in attractive displays to drive sales.
- Maintained clean sales floor and straightened and faced merchandise.
- Informed customers of current store promotions to encourage additional sales purchases.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Worked closely with shift manager to solve problems and handle customer concerns.
Work Study Student
The University Texas Pan American
Edinburg, TX
01.2010 - 05.2012
- Produced high-quality communications for internal and external use.
- Helped with administrative support by managing incoming calls, coordinating files and sorting mail.
- Interacted respectfully with others to offer ideas, identify issues and provide assistance.
- Prepared meeting rooms and materials and recorded important information.
- Gained operational knowledge and supported departmental needs.
- Complied with departmental protocols and procedures.
- Managed supplies, processed new orders and maintained inventory organization for team.
- Completed research, compiled data and assisted in timely reporting.
- Greeted incoming office visitors, answered questions and directed individuals to office locations.
- Upheld strict security procedures to maintain data confidentiality.
- Fielded phone calls, took messages and directed callers to appropriate personnel.
- Arranged meetings and coordinated resources for use by attendees.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Edited documents to keep company materials free of grammar errors.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
Work Study Student
Texas State University
San Marcos, TX
08.2008 - 05.2009
- Produced high-quality communications for internal and external use.
- Helped with administrative support by managing incoming calls, coordinating files and sorting mail.
- Interacted respectfully with others to offer ideas, identify issues and provide assistance.
- Prepared meeting rooms and materials and recorded important information.
- Gained operational knowledge and supported departmental needs.
- Complied with departmental protocols and procedures.
- Managed supplies, processed new orders and maintained inventory organization for team.
- Completed research, compiled data and assisted in timely reporting.
- Greeted incoming office visitors, answered questions and directed individuals to office locations.
- Upheld strict security procedures to maintain data confidentiality.
- Interacted with customers by phone, email or in-person to provide information.
- Fielded phone calls, took messages and directed callers to appropriate personnel.
- Arranged meetings and coordinated resources for use by attendees.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Edited documents to keep company materials free of grammar errors.
Education
No Degree - Political Science
Texas State University
San Marcos, TX 05.2008 - 05.2009
Bachelor of Science - Criminal Justice
The University of Texas Pan-American
Edinburg, TX 06.2009 - 05.2012
Skills
Staff education and training
Key stakeholder relationship building
Creative problem solving
Professional telephone demeanor
Multi-line phone talent
Recordkeeping strengths
Money handling abilities
POS systems expert
Retail store support
Technical Support
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Sales Essentials Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Citizen Police Academy
11-2022
Customer Service Representative V
Texas Department Of Motor Vehicles
10.2022 - Current
Deputy Tax Clerk
Hidalgo County
05.2015 - 09.2016
Assistant Manager
RadioShack
10.2014 - 03.2015
BMW Client Advisor
Bert Ogden
08.2014 - 10.2014
Mobile Sales Consultant
Best Buy Inc
07.2013 - 01.2014
Sales Essentials Certificate
10-2011
Sales Associate Specialist
RadioShack
06.2010 - 03.2013
Work Study Student
The University Texas Pan American
01.2010 - 05.2012
Bachelor of Science - Criminal Justice
The University of Texas Pan-American
06.2009 - 05.2012
Work Study Student
Texas State University
08.2008 - 05.2009
No Degree - Political Science
Texas State University
05.2008 - 05.2009