Cecilia Gonzalez Triguero
Harlingen,TX
Summary
Empathetic professional with extensive customer service experience at Charter Spectrum, and a negotiations-savvy customer retention specialist. Skilled in problem-solving and active listening, detail-oriented in resolving complex billing inquiries, and enhancing customer satisfaction. Proficient in utilizing various software, with a strong ability to multitask and maintain organization in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Sales Retention Rep Bilingual- Spanish
Charter Spectrum
Harlingen, TX
10.2024 - 02.2025
- Maintained high standards of customer satisfaction and professionalism in retention transactions.
- Consistently surpassed retention targets through proficient telephone-based customer save methods.
- Resolved billing inquiries, pricing issues, and packaging concerns for products and services.
- Processed new sales orders, performed account lookups, and utilized other relevant tools.
- Demonstrated proficiency in explaining all products and services to existing customers to enhance retention.
CSR/Lead Video Repair
Charter Spectrum
San Antonio, TX
10.2019 - 10.2024
- Delivered real-time assistance to technical support reps for order processing and troubleshooting.
- Addressed and resolved customer escalations by following established guidelines.
- Effectively addressed customer concerns regarding product details and service options.
- Balanced multitasking, troubleshooting responsibilities, while handling billing inquiries.
- Ensured a courteous and professional atmosphere for customers.
Customer Service Rep Bilingual- Spanish
Dish Network Corp
Harlingen, TX
05.2015 - 08.2019
- Managed assistance for over 50 diverse department accounts including Billing, Technical Support, Tools/Exceptions and Commercial.
- Provided information on general topics and system troubleshooting.
- Evaluated leads for the sales team, approving or declining them.
- Stayed updated on competitor pricing, packaging, and products to facilitate comparative sales discussions.
- Delivered technical support tailored to specific needs of diverse business accounts such as hotels and government entities.
Education
Associate of Applied Science - Business Management Technology
Texas State Technical College
Harlingen, TX05-2022
Skills
- Active listening
- Analytical skills
- Customer service experience
- Excellent communication skills
- Empathy skills
- Critical thinking skills
- Proficiency in Word, Excel, and PowerPoint
- Detail-oriented & organized
- Problem solver
- Fluent in English and Spanish (Speaking, Reading, Writing)
- Time management
- Multitasking
- Self-motivated and independent
Timeline
Sales Retention Rep Bilingual- Spanish
Charter Spectrum
10.2024 - 02.2025
CSR/Lead Video Repair
Charter Spectrum
10.2019 - 10.2024
Customer Service Rep Bilingual- Spanish
Dish Network Corp
05.2015 - 08.2019
Associate of Applied Science - Business Management Technology
Texas State Technical College
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