Carolyn Rocha
El Paso
Summary
Customer service professional with extensive call center experience at Spectrum Communications. Demonstrated expertise in resolving complex issues and enhancing customer satisfaction through effective problem-solving and communication. Skilled in managing customer accounts and utilizing data management software to optimize service delivery. Dedicated to building and maintaining positive customer relationships.
Overview
25
25
years of professional experience
Work History
Customer Service Representative/Call Center
Spectrum Communications
El Paso
08.2017 - 08.2025
- Provided warm, professional support to enhance customer satisfaction
- Assisted customers with cable inquiries, such as billing questions and remote programming.
- Resolved billing issues and order inquiries to maintain customer trust and loyalty
- Assisted customers with questions
- Handled emails, inbound calls, and outbound calls
- Documented customer complaints to ensure timely resolution and service improvement
- Processed activations and payments
- Arranged appointments for customers to ensure timely access to services.
- Managed customer accounts
- Assisted with technical support duties
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Conduent
El Paso
02.2016 - 08.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with inquiries, resolving issues to enhance satisfaction.
- Resolved customer complaints promptly, ensuring a positive service experience.
- Resolved customer problems with knowledgeable and friendly service, promoting high satisfaction.
- Managed customer accounts and updated information accurately.
- Inbound calls for cable tech help. Answers questions about services and any problem they are having with their services
- Maintained professionalism during stressful situations.
Call Center Representative
AFNI
Tucson
09.2014 - 08.2015
- Demonstrated expertise in customer service by effectively managing inquiries and providing assistance via phone.
- Resolved customer inquiries and provided solutions to problems effectively.
- Handled inbound calls with tact and professionalism, ensuring positive customer experiences.
- Entered customer information into software database accurately to maintain up-to-date records.
- Trained as a telephone operator and identified problems.
Professional Photographer/ Studio Manager
CPI photography
El Paso
11.2005 - 01.2010
- Managed dial-in and dial-out phone communications to ensure positive customer interactions.
- Utilized software for entering customer information into a computer database.
- Interviewed for new employees, kept updated records for employees' times and schedules.
- Delivered tailored sales presentations to clients, aligning photographic options with their specific needs.
- Answered phones, took messages, and scheduled appointments for customers.
- Addressed customer inquiries in information center, providing accurate and timely assistance.
- Retrieved phone numbers and addresses from company database.
- Utilized software for entering customer information into a computer database.
- Performed sales presentations for clients to get the right amount of pictures for their needs.
Manager/ Supervisor
AAFES Food Court
Fort Bliss
09.2000 - 02.2005
- Oversaw training, scheduling, and record management for 10+ personnel, enhancing team organization.
- In charge of 10 or more personnel to include their training, schedules, and personal records.
- Computer inputted financial records, schedules and memorandum for emailing to regional records.
- In charge of customer relations for all 5 sections of the Food Court.
- Input daily, weekly, and monthly sales and financial records for food court, supporting accurate reporting.
- Provided computer input of all daily, weekly and monthly sales and financial records for the food court.
- Computer inputted financial records, schedules and memorandum for emailing to regional records.
- Computer inputted financial records, schedules and memorandum for emailing to regional records.
Education
High school diploma - buisness managment/bookkeeping
El Paso Community College
El Paso, TX01-2010
Skills
- Customer service
- Call center experience
- Call center procedures
- Technical Support
- Problem solving
- Data management
- Computer proficiency
- Phone etiquette
- Communication skills
- Building rapport
- English
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative/Call Center
Spectrum Communications
08.2017 - 08.2025
Customer Service Representative
Conduent
02.2016 - 08.2017
Call Center Representative
AFNI
09.2014 - 08.2015
Professional Photographer/ Studio Manager
CPI photography
11.2005 - 01.2010
Manager/ Supervisor
AAFES Food Court
09.2000 - 02.2005
High school diploma - buisness managment/bookkeeping
El Paso Community College