Cipriano Carrasco
Justice,IL
Summary
Dynamic Customer Service Representative with a proven track record at the Social Security Administration, excelling in conflict resolution and relationship building. Enhanced customer satisfaction through effective problem resolution and staff training, while streamlining processes to improve service efficiency. Proficient in Microsoft Office Suite, driving operational excellence and client engagement.
Overview
42
42
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Service Representative
Social Security Administration, SSA
2416 S Pulaski Rd Chicago Illinois 60629
06.2011 - 10.2026
- Resolved customer inquiries regarding benefits, eligibility, and claims processing.
- Provided accurate information on Social Security programs to diverse clientele.
- Enhanced customer satisfaction by delivering timely and effective support solutions.
- Trained new staff on operational procedures and compliance standards for service delivery.
- Streamlined workflow processes to improve response times and service efficiency.
- Mentored junior representatives in handling complex case resolutions and customer interactions.
Customer Service Representative
Social Security Administration, SSA
Aurora, IL
06.2006 - 06.2011
- Led initiatives to identify and implement best practices in customer service operations.
- Analyzed feedback to recommend improvements in service delivery and client engagement strategies.
- 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.
- Responded to customer requests for products, services, and company information.
Software Testing Manager
AT&T
Chicago, IL
06.1984 - 06.2004
- Led cross-functional teams to enhance software testing protocols and methodologies.
- Developed and implemented comprehensive test plans to ensure product quality and reliability.
- Mentored junior testers, fostering skill development and adherence to best practices.
- Streamlined testing processes, resulting in reduced cycle times and improved efficiency.
- Collaborated with developers to identify root causes of defects and drive resolution efforts.
- Evaluated new testing tools, optimizing technology stack for enhanced performance and coverage.
- Conducted regular training sessions on testing standards and tools for team members.
- Streamlined the testing process by automating repetitive tasks, freeing up time for more complex test scenarios.
- Established quality metrics to measure the effectiveness of testing processes and drive continuous improvement initiatives.
- Provided valuable insights during design reviews by identifying potential usability concerns early in the development lifecycle.
- Ensured timely delivery of high-quality software products through efficient resource allocation and scheduling.
- Improved software quality by implementing effective testing strategies and processes.
- Championed the adoption of new testing tools and technologies to improve overall team capabilities.
- Maintained detailed documentation of test results, enabling quick identification of trends or patterns that may require further investigation.
- Participated in post-release support efforts, addressing any unforeseen issues promptly.
- Leveraged strong technical expertise to troubleshoot complex problems effectively, reducing defect resolution times substantially.
- Conducted root cause analysis on recurring defects, leading to targeted improvements in development processes.
- Contributed to the establishment of best practices for software testing within the organization.
- Collaborated closely with cross-functional teams to ensure seamless integration of newly developed features into existing systems.
- Reduced software defects by conducting thorough test case reviews and providing constructive feedback to developers.
- Evaluated potential risks during project planning stages, ensuring adequate test coverage for high-risk areas.
- Enhanced collaboration between testers and developers with clear communication and regular status meetings.
- Developed comprehensive test plans, covering all aspects of functionality, usability, and performance.
- Optimized test cases to maximize success of manual software testing.
- Coordinated work with various teams to solve problems and improve efficiency for software testing and automation.
- Defined, created and controlled testing environments for successful software deliverables.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Kept scripts and test cases updated with current requirements.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Built automated test scripts to handle repetitive software testing work.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Incorporated delivery requirements into planning of testing schedules.
Education
Associate of Applied Science -
Malcolm X College
Chicago, IL06.1984
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Prioritization
- Customer relationship management (CRM)
- Staff training
- De-escalation techniques
- Technical support
- Clerical support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Recordkeeping strengths
- Account updating
- Research
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Document control
- Product education
- Training development aptitude
- System implementation
- Report preparation
- Software CRM system proficiency
Certification
Advanced accounting
Handling multiple projects in an organization
Real estate license ( expired )
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Social Security Administration, SSA
06.2011 - 10.2026
Customer Service Representative
Social Security Administration, SSA
06.2006 - 06.2011
Software Testing Manager
AT&T
06.1984 - 06.2004
Associate of Applied Science -
Malcolm X College