Asucena Salcido
Garland,TX
Summary
Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. Level-headed and positive in every customer interaction. Self-motivated customer service team member passionate about utilizing skills to maximize customer retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight. Qualified Customer Advocate with outstanding written and oral communication skills. Highly proficient in consumer research. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Recognized for creating supporting environments that encourage meaningful interactions and engaged learning.
Overview
24
24
years of professional experience
Work History
Servicing Customer Advocate
Randstad/Flagstar
Remote, TX
01.2024 - 04.2024
- Handle a large volume of inbound customer contacts.
- Supported all requests for research, documentation and coordinating positive outcomes for Flagstar banking members.
- Helped members with any banking questions.
- Helped members with their online banking needs.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Helped members with their CD renewals.
Bilingual Advisor II
Concentrix-OnStar/IntuitTurboTax/BCBS
Midland, TX
05.2021 - 12.2023
- Assisted members with different concerns regarding OnStar.
- Assisted members with navigation, diagnostic checks, roadside assistance and any other concerns that the member would have.
- Assisted with the preparation of tax documents for filing purposes.
- Analyzed financial data and prepared reports for clients to help them make informed decisions.
- Provided advice on investments, taxes, insurance, and other areas of personal finance.
- Answered member's calls and transferred to the correct BCBS department.
Data Entry Clerk
Hospital Solutions
Houston, TX
01.2011 - 01.2013
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Organized files according to established procedures for easy retrieval later on.
- Prepared summaries of daily work completed for review by supervisors.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
Customer Service Representative
Maximus
Midland, TX
01.2004 - 01.2006
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Met inbound customer needs while maintaining strict performance targets.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Anticipated needs and resolved problems to keep customers happy.
- Answered inbound calls to handle various concerns.
- Answered customers questions and concerns regarding the statutes of their Medicaid, SNAP, and/or TANF benfeits.
Collections Representative
Cingular Wireless
Midland, TX
01.2000 - 01.2003
- Identified outstanding debts in need of collection actions by keeping track of assigned accounts.
- Answered inbound collections calls from customers wanting to pay their wireless phone bill.
Education
GED -
Odessa College
Odessa, TXSkills
Soft Skills:
- Complaint Handling
- CRM
- Service-oriented mindset
- Customer services
- Inbound Call Management
- Conflict Resolution
- Inventory Control
- Positive Attitude
- Time Management
- Verbal Communication
- Attention to Detail
- Learning Agility
- Organizational Skills
Hard Skills:
Google Drive
MS Word
MS Excel
MS Outlook
Salesforce
Avaya Softphone
Amazon Connect Softphone
Slack Collaboration
Docebo
Jabber
DNA
Relationship Manager
Cisco Finesse
Zelle
T
Languages
Spanish
Native/ Bilingual
Timeline
Servicing Customer Advocate
Randstad/Flagstar
01.2024 - 04.2024
Bilingual Advisor II
Concentrix-OnStar/IntuitTurboTax/BCBS
05.2021 - 12.2023
Data Entry Clerk
Hospital Solutions
01.2011 - 01.2013
Customer Service Representative
Maximus
01.2004 - 01.2006
Collections Representative
Cingular Wireless
01.2000 - 01.2003
GED -
Odessa College