Christopher Garcia-Gill
Gallup,NM
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Social Security Administration, SSA
2014.07 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Cross-trained and provided backup support for organizational leadership.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
US Marine
United States Marine Corps
2006.01 - 2014.06
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Resolved problems, improved operations and provided exceptional service.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Gained strong leadership skills by managing projects from start to finish.
- Developed and maintained courteous and effective working relationships.
- Developed strong communication and organizational skills through working on group projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Bachelor of Science - Speech Pathology
Northern Arizona University
Flagstaff, AZHigh School Diploma -
REHOBOTH CHRISTIAN SCHOOLS
REHOBOTH, NM06.2001
Skills
- Relationship Building
- Data Evaluation
- Following scripts
- Work Prioritization
- Complaint resolution
- Complaint Handling
- Dispute Resolution
- Assertiveness
- Regulatory Compliance
- Customer Relations
- Lead Generation
- Microsoft Exchange
- Call triaging
- Escalation management
- Data Collection
- Understanding Customer Needs
- Information Security
- Call Documentation
- Microsoft Excel
- Administrative and Office Support
- Policies and Procedures Adherence
- 134 wpm Typing Speed
- Data Entry
- Building rapport
- Service standard compliance
- Call Center Operations
- Microsoft PowerPoint
- Calm and Professional Under Pressure
- Remote Office Availability
- Client Relations
- Microsoft Office
- Customer Service
- De-Escalation Techniques
- Critical Thinking
- Computer Skills
- Document Control
- Filing
- Appointment Scheduling
- Paperwork Processing
- Quality Control
- Report creation
- MS Office
- Documentation
Timeline
Customer Service Representative
Social Security Administration, SSA
2014.07 - Current
US Marine
United States Marine Corps
2006.01 - 2014.06
Bachelor of Science - Speech Pathology
Northern Arizona University
High School Diploma -
REHOBOTH CHRISTIAN SCHOOLS