Claudia Galvez
Garland,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Walmart Business Customer Service Agent
Walmart
Dallas, TX
09.2023 - Current
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted in the development of anti-fraud policies, procedures, and controls.
- Opened investigations into issues brought up by individuals in community.
- Created reports detailing key insights gained through analysis of data related to fraud incidents and cases handled by the department.
- Analyzed data from multiple sources to detect any suspicious trends or anomalies indicating potential fraudulent activities.
- Implemented customer verification processes to ensure the authenticity of transactions and protect customer information.
Resolution Coordinator II, Contact Center
Walmart
Dallas, TX
07.2021 - 09.2023
- Utilized proven methods of dispute resolution by fostering understanding of opposing party's perspective.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Consistently met service team call handling times.
- Exceeded team goals and collaborated with staff to work on various projects that helped collect important data we could use to improve our job skills.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Customer Service Representative
Milano Hat Company
Garland, TX
05.2019 - 03.2020
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Delivered service and support to each customer, paving way for future business opportunities.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Trained new employees on procedures and policies to maximize team performance.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
IT Agent
Fujitsu
Richardson, TX
06.2018 - 03.2019
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Identified issues and determined when to appropriately escalate.
- Assisted store managers in order to put our new oracle system in place.
- Answered calls from associates and helped re-boot register
Customer Service Representative
Gold’s Gym
Dallas, TX
06.2014 - 09.2016
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Trained new employees on procedures and policies to maximize team performance.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests.
Education
North Lake College
Irving, TXSkills
- Report generation
- Credit card payment processing
- Retail sales customer service
- Customer relations
- High-energy attitude
- Courteous demeanor
- Inbound and Outbound Calling
- Customer service
- Data analysis
- Fraud detection
- Dispute resolution
- Call handling
- Team collaboration
- Customer relationship management
- Communication skills
- Problem solving
- Attention to detail
- Conflict resolution
- Inbound customer service
- Live chat support
- Refunds processing
- Call documentation
- Call center experience
- Professionalism
- Complaint handling
- Multitasking and prioritization
References
- Desiree Stewart (current manager)- (917) 504-9254
- Christopher Dudley (previous manager)- (704) 301-4422
- Jazmin Robles (previous co-worker)- (469) 279-0779
Timeline
Walmart Business Customer Service Agent
Walmart
09.2023 - Current
Resolution Coordinator II, Contact Center
Walmart
07.2021 - 09.2023
Customer Service Representative
Milano Hat Company
05.2019 - 03.2020
IT Agent
Fujitsu
06.2018 - 03.2019
Customer Service Representative
Gold’s Gym
06.2014 - 09.2016
North Lake College