Brenda L. Fuentes
Clint,TX
Summary
Friendly, empathetic with good communication skills, industrious, and responsible person who desires to secure a position with an organization that will allow me to grow, personally and professionally.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Alorica
05.2018 - Current
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided feedback to new hires, performed examples and guidance to new employees to prepare them and provide the tools they needed for when transitioning to production.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to positive feedback from clients.
- Assisted customers in navigating company website and improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
Management
01.2010 - 01.2015
- I kept my grandfather's books, including invoices, inventory, and payroll, since 2010 until his retirement in 2015
- Now, I help my uncle with the same management of paperwork, and with customer service calls, when I'm available
- This has helped me be resourceful with my time and improve my organization skills
Education
HIGH SCHOOL DIPLOMA - MANAGEMENT
YSLETA HIGH SCHOOL
07.2008
Skills
- Bilingual; speaking, reading, and writing in both English and Spanish
- Increased competence as a communicator through customer service calls
- Communication was key in previous jobs
- Frequently posted as home team leader in the absence of the supervisor for previous jobs
- Kept grandfather's books, including invoices, inventory, and payroll from 2010 until 2015
- Helped uncle with management of paperwork and customer service calls
- Customer Service
Timeline
Customer Service Representative
Alorica
05.2018 - Current
Management
01.2010 - 01.2015
HIGH SCHOOL DIPLOMA - MANAGEMENT
YSLETA HIGH SCHOOL
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