Hi, I’m
CLARA MELVIS
HOUSTON,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
years of professional experience
Work History
CENTERPOINT ENERGY
Customer Service Representative
09.2023 - Current
Job overview
- As a Centerpoint Energy representative we have the ability to receive and respond to customer inquiries, complaint or sales/ promotional opportunities for CenterPoint Energy gas and / or electric customers in a fast paced, high call volume environment
- Performs direct customer contact through various channels including phone, emails and teams chats
- Respond to customer inquiries via phone
- Process Move-in and Move-out orders
- Provide Home Service warranty to homeowners and renters
- Maintain accurate customer records and order information in CRM system
- Collaborate with other departments to ensure customer satisfaction
- Participate in training and development programs to improve customer service skills
- Meet and exceed performance metric such as response time, voice of the customer, adherence, sales and etc
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience
- Note account with sufficient note of what was done for the customer
AT&T IHE
In Home Expert
03.2022 - 06.2023
Job overview
- Assists residential customers with setting up new devices sold by the consultant during the home visit
- Achieve sales and service objectives
- Receive daily schedule for a specific area or territory
- Track and report activities through established processes and procedures
- Duties directly related to making sales includes: Meeting with customers and engaging in sales activities at the customer's site; communicating with customers via phone, teleconference, e-mail, etc
- Traveling to and from the customer's premise for the purpose of engaging in sales activities
- Providing subject matter expertise regarding technical issues relating to sales
- Advising customers on suitability of products based on technical needs
- Preparing proposals, presentations, or including developing pricing
- Developing strategic plans related to the customer and the proposed solutions/sales
- Researching and developing customer solutions with AT&T external partners
- Researching customer's business and industry to identify new sales opportunities
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
T-MOBILE
Mobile Expert
07.2019 - 03.2022
Job overview
- Guide customers through their purchasing experience by sharing relevant knowledge and promotional information
- Build customer confidence by making the store experience authentic and personable
- Engage with the customers to build rapport and offer quality customer services
- Adhere to established procedures and performance standards set by the company
- Greet customers and ascertain what each customer wants or needs
- Describe devices and explain use, operation, and care of merchandise to customer
- Answer questions regarding devices and its services
- Compute sales prices, total purchase and receive and process cash or credit payments
- Maintain knowledge of current sales and promotions, policies regarding payments and exchanges, and securities practices
- Demonstrate use or operation or merchandise
- Exchange merchandise for customers and accept returns
- Providing excellent customer/service experience
- Peer to peer coaching
BROWN LAW
Call Center Representative
07.2014 - 02.2019
Job overview
- Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company's positive reputation
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Collect payments on past due bills
- Create a list of people who have not made payments
- Organize a list according to severity of delinquency
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases
- Call customers using the telephone
- Utilize computer systems to handle skip tracing
- Inform clients of overdue accounts and amount currently owed
- Attempt to collect payment
- Review terms of sale or loan documents
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to the customer's story and determine if debt can be collected
- Set up repayment plans and new terms of sale
- Offer advice or refer customers to debt counselors
- Record new commitment to repay debt
- Send statements of delinquencies to the credit bureau
- Initiate repossession proceedings or hand over account to law practice that specializes in debt collection
- Purge records if debt has been satisfied
- Report satisfied debts to credit bureaus
- Follow federal and state laws dealing with debt collection
- Print reports for management
- Purge records from deceased people
WAFFLE HOUSE
Waitress/ Cook
08.2011 - 09.2012
Job overview
- Check in with customers to ensure that they are enjoying their meals and take action to correct any problems
- Collect cash and credit card payments from customers
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmission to kitchen staff
- Prepare checks that itemize and total meal cost and sales taxes
- Fill salt, pepper, sugar, cream, condiments, and napkin containers
- Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
- Performing cleaning duties, such as sweeping and mopping floors, vacuuming carpets, tidying up servers station, taking out trash, checking and cleaning restrooms
- Assisting hosts by answering phones and taking reservations or to-go orders, and by greeting, seating, and thanking guests
- Removing dishes and glasses from tables or counters and washing and disinfecting them
- Stock service area with supplies such as coffee, food, tableware, and linens
- Prepare tables for meals, including setting up items such as silverware and glassware
- Explain how various menu items are prepared, describing ingredients and cooking methods
- Inform customers about daily specials
- Present menus to patrons and answer questions about menu items, making recommendations upon request
Education
249 Beauty CollegeHouston, TX
Esthetician License
12.2024
Langham Creek High SchoolHouston, TX
High School Diploma
06.2010
Skills
- Strong Interpersonal skills
- Multitasking
- Communication Skills
- Problem solving
- Teamwork
- Time Management
- Critical Thinking
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Scheduling
Bilingual
True
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
CENTERPOINT ENERGY
09.2023 - Current
In Home Expert
AT&T IHE
03.2022 - 06.2023
Mobile Expert
T-MOBILE
07.2019 - 03.2022
Call Center Representative
BROWN LAW
07.2014 - 02.2019
Waitress/ Cook
WAFFLE HOUSE
08.2011 - 09.2012
Langham Creek High School
High School Diploma
249 Beauty College
Esthetician License
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