Beatrice Silva
San Antonio,TX
Summary
Results-driven Customer Service Representative with nearly 30 years of experience in customer retention and de-escalation in high-volume call centers. Skilled in resolving complex billing issues, and preventing escalations through effective communication and active listening. Committed to mentoring peers, and enhancing team morale, while consistently achieving performance and productivity goals.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
AT&T
San Antonio, TX
11.1994 - 06.2024
- Served as a frontline retention specialist for customers considering cancellation, successfully preserving long-term customer relationships.
- Retained customers by effectively de-escalating high-stress situations and addressing service, billing, and account concerns.
- Managed escalated calls and resolved issues before they required management involvement.
- Resolved customer issues with knowledgeable and friendly service, promoting high satisfaction levels.
- Maintained high productivity in a fast-paced call center environment by managing call time while meeting required daily call volumes.
- Supported peer morale and assisted coworkers with call handling strategies, enhancing team performance.
- Researched and resolved complex billing discrepancies, including backdated charges spanning months or years, applying accurate account adjustments.
- Multitasked efficiently across multiple systems and dual monitors while maintaining accuracy and service quality.
- Assisted customers with inquiries about products and services.
- Processed orders and managed account updates accurately.
- Conducted follow-up calls to ensure customer satisfaction levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities for upselling additional products or services based on customer needs.
- Processed customer payments efficiently and arranged for billing.
- Recommended product, service, and billing improvements to management, preventing future customer issues.
Education
High School Diploma -
Douglas MacArthur High School
San Antonio, TX05-1991
Skills
- Customer Retention & Save Strategies
- Call Center Customer Service
- De-escalation & Conflict Resolution
- Escalation Prevention
- Account Research & Billing Resolution
- Rapport Building & Customer Trust
- Active Listening & Professional Communication
- Leadership & Peer Mentoring
- Performance & Productivity Management
- Time Management & Call Efficiency
- Multitasking Across Multiple Systems
- Sales expertise
- Microsoft outlook
- Negotiation strategies
- Appointment scheduling
- Dispute resolution
- Product knowledge
Timeline
Customer Service Representative
AT&T
11.1994 - 06.2024
High School Diploma -
Douglas MacArthur High School