Armena Minor
San Antonio
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Member Service Representative
Omnicare 365
09.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Bank Sales and Service Contact Center
USAA Federal Savings Bank
10.2022 - 08.2023
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Alorica
08.2021 - 10.2022
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Provide strong customer relationships to encourage repeat business
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Resolved billing and service issues for customer credit card accounts customers
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products
- Kept customer and system account information accurate and current to support timely resolutions for concerns
Customer Care Specialist
Citi
06.2020 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assessed and offered solutions to improve procedures and customer experiences.
Customer Care Specialist II
Harland Clarke
03.2014 - 11.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- De-escalated customer issues with proven conflict mediation and problem-solving abilities
- Supervised and motivated customer service teams to maximize business performance
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns
- Maintained high satisfaction score by consistently resolving first-call issues
- Exceeded company productivity standards on consistent basis
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Uphold quality control policies and procedures to increase customer satisfaction
Customer Service Representative
Xerox Corporation
08.2013 - 03.2014
- Responded to customer requests for products, services, and company information.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Highlands High School
San Antonio, TXSkills
- Customer Data Confidentiality
- Credit Card Payment Processing
- Creative Problem Solving
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Problem-Solving Abilities
Timeline
Member Service Representative
Omnicare 365
09.2023 - Current
Bank Sales and Service Contact Center
USAA Federal Savings Bank
10.2022 - 08.2023
Customer Service Representative
Alorica
08.2021 - 10.2022
Customer Care Specialist
Citi
06.2020 - 02.2021
Customer Care Specialist II
Harland Clarke
03.2014 - 11.2019
Customer Service Representative
Xerox Corporation
08.2013 - 03.2014
High School Diploma -
Highlands High School