Casandra Loya
El Paso ,TX
Summary
Extremely competent, detail-oriented professional resolving account and service concerns for customers while maintaining loyal, satisfied customers. Offering over 20 years of experience in quickly resolving account and service issues and maximizing customer retention opportunities while meeting demanding business objectives. Proficient in managing conversational flow and diffusing difficult customer situations.
Capable of managing a variety of account management, administrative, and customer service functions in a fast-paced, and high-pressure work environment while always maintaining professionalism. Focused on surpassing expectations and driving team success.
Overview
28
28
years of professional experience
Work History
Customer Service Representative III
ASRC Federal
El Paso , TX
11.2021 - Current
- Receive incoming calls and inquires and ensure the timely process through which call center problems are controlled and resolved in a call center environment
- Identify the issue or problem of the inquiry, and follow the research, isolation and follow-up steps to resolve any issues.
- Provide guidance to less-experienced customers and provide second-tier support to end users for issue resolution.
- Examine system applications, by simulating or recreating user problems to resolve operating difficulties that the first tier cannot resolve and escalate issues to management or IT support
- Answer inbound telephone inquiries, make outbound calls when necessary, check order status, prepare and process correspondence, and fulfill all customer needs to ensure customer satisfaction.
- Perform daily office tasks such as communication with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments.
- Ensure confidential documentation is secured in compliance with the customer and companies policies and procedures.
- Manage telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls in a professional and timely manner.
- Providing frontline customer support or assistance with knowledgeable and friendly service.
- Enter accurate information in an Oracle database - Manage customer calls through call queue(s) - Solve problems using information researched and tools available such as specific web browsers.
- Respond to customer inquiries via email in a timely manner by providing accurate information that will allow them log in and update their information.
Intent Administrator 2
Maximus Federal
El Paso, TX
03.2021 - 11.2021
- Capture callers’ intent on where callers should be routed to Interpret, select, or code items based upon analysis of the caller’s intent.
- Monitor own call volume to determine correct scheduling.
- Translate colloquialisms, common expressions, slang, and acronyms into information needed to complete the call.
- Perform audits of own work to ensure conformance with established procedures.
- Perform queries within computer programs or on-line services/search tools to translate and enter the correct information on the caller’s behalf.
- Maintain up-to-date knowledge of trained client applications.
- Maintain acceptable work quality in accordance with department policies.
- Escalate potential inconsistencies or issues based upon minimal caller information.
- Enter caller data by inputting alphabetic and numeric information with keyboard and mouse combination in accordance to screen format.
Account Retention Specialist
AT&T
El Paso, TX
07.1996 - 11.2017
- Supported customer service inquiries and enhanced relations through friendly, knowledgeable and positive communication in English and Spanish.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated problematic customer concerns, and billing issues while maintaining a calm, friendly demeanor in an effort to retain all customers.
- Efficiently and accurately processed customer transactions and requests for new services, account changes and upsells, as well as payments in accordance with AT&T policies and procedures.
- At end of customer contact entered detailed call summary of any and all agreed upon account changes.
- Retained product, service and company policy knowledge to serve as a resource for both coworkers and customers.
- Had constant training for new products and promotions as well as for new systems added to platform.
Education
Bachelor of Science - Accounting
Park University
El Paso , TX10.2020
Some College (No Degree) -
El Paso Community College
El Paso, TXSome College (No Degree) -
The University Of Texas At El Paso
El Paso, TXSkills
- Excellent customer service
- Professional telephone demeanor
- Complaint resolution and problem solving abilities
- Multitasking
- Written and oral communication skills in English and Spanish
- Tactical Sales
- Documentation and recordkeeping
- Credit card payment processing
- International support sales
- Microsoft Office expertise
- Adaptive team player
References
Christina Brewer
AT&T Manager
(915) 203-0292
Jesus Caballero
ADP Associate Account Manager
(915) 740-4606
Timeline
Customer Service Representative III
ASRC Federal
11.2021 - Current
Intent Administrator 2
Maximus Federal
03.2021 - 11.2021
Account Retention Specialist
AT&T
07.1996 - 11.2017
Bachelor of Science - Accounting
Park University
Some College (No Degree) -
El Paso Community College
Some College (No Degree) -
The University Of Texas At El Paso
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