Azucena Scheer
Wylie,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
City Of Rockwall
11.2019 - 07.2024
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, in person, and phone for both English and Spanish -speaking customers.
- Developed a deep understanding of customer service principles and customer service best practices.
- Maintained and managed customer files and databases.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Bilingual Customer Service Representative
Pacific Gas And Electric Company (PG&E)
06.2017 - 12.2019
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Utilized Spanish proficiency to build relationships with Spanish -speaking customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
Education
No Degree - Human Services
University of Phoenix
Lathrop, CA12-2013
Skills
- Professional telephone demeanor
- Bilingual Spanish
- Medical claims submission
- Collection calls
- Customer service support
- Accounting systems and controls
- Data Collection
- Scheduling
- Escalation Management
- Payment Collection
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
City Of Rockwall
11.2019 - 07.2024
Bilingual Customer Service Representative
Pacific Gas And Electric Company (PG&E)
06.2017 - 12.2019
No Degree - Human Services
University of Phoenix
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