Brenda Trujillo
El Paso,TX
Summary
Conscientious leader enjoys connecting people and promoting positive change. Familiar with creating positive and memorable experiences for representatives and customers through providing positive customer experiences and leading team members to also level up in their career. Collaborative and eager to use skills to represent and promote organization in professional and effective manner.
Overview
18
18
years of professional experience
Work History
Technical Support Representative/ Accessibility
Charter Communications, Spectrum
02.2018 - Current
- Gold Award Winner 2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed high levels of call flow and responded to technical support needs.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Provided exceptional technical support, leading to commendation from company's senior management.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
Official Ambassador Level Up Ambassador Program
Charter Communications, Spectrum
03.2025 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Ability to provide reinforcement to Rep 1 agents with the goal of advancing to Rep2 and Rep3
- Daily chat updates, interacted with 40-130 agents on a daily basis
- Responsible for creating and posting content that supports agents with outlying metrics
- Responsible for assisting in facilitating Metric refresher courses (15-30 agents)
- Responsible for helping move approximately 40 agents into a new Rep2 role.
Personal Banking Representative
GECU
03.2015 - 02.2018
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Educated customers on digital banking tools, leading to increased adoption of online and mobile services.
- Provided support during audits by ensuring accurate record-keeping and adherence to procedures.
- Resolved customer complaints in a timely manner, maintaining professionalism while addressing concerns empathetically.
- Ensured compliance with bank policies and regulations during all customer interactions.
- Enhanced branch reputation by consistently delivering excellent customer service experiences across diverse demographics.
- Contributed to branch growth through cross-selling and upselling of bank products and services.
- Handled sensitive customer information with utmost confidentiality, adhering to strict privacy guidelines.
- Assisted colleagues in managing workload during peak times or absences to ensure seamless service delivery to clients.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Processed deposits, withdrawals and ACH transfers accurately.
- Supported customer service improvements with detailed feedback analysis.
- Educated staff on organizational mission and goals to help employees achieve success.
Customer Service Representative
Alorica
01.2011 - 03.2015
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Restaurant Hostess
IHOP
04.2007 - 01.2009
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Maintained guest privacy and confidentiality when handling sensitive information such as reservation details or personal preferences.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
Education
Paso Del Norte Academy
El Paso, TXSkills
- Product troubleshooting
- Technical problem-solving
- Remote support
- Accessibility advocacy
- Accessibility accommodations
- Accessibility implementation
- Accessibility awareness
- Motivating teams
- Conflict resolution
- Continuous improvements
- Influencing others
Gold Award Recipient 2024
Gold Award winners, selected based on performance metrics, comprise the top 2% of employees from Customer Operations call centers.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Official Ambassador Level Up Ambassador Program
Charter Communications, Spectrum
03.2025 - Current
Technical Support Representative/ Accessibility
Charter Communications, Spectrum
02.2018 - Current
Personal Banking Representative
GECU
03.2015 - 02.2018
Customer Service Representative
Alorica
01.2011 - 03.2015
Restaurant Hostess
IHOP
04.2007 - 01.2009
Paso Del Norte Academy
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