Claudia Zavala
HARLINGEN,Texas
Summary
Customer service expert specializing in call management and conflict resolution, delivering efficient support and consistent outcomes. Analyzes customer feedback to identify process improvements that increase satisfaction. Maintains professional client relationships while prioritizing timely service delivery.
Overview
2
2
Languages
11
11
years of professional experience
Work History
Customer Service Representative
Connexus Technology
02.2020 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fostered customer loyalty, encouraging repeat business and driving sales growth.
- Established strong community reputation by prioritizing customer satisfaction and nurturing client relationships.
CSR - Customer Service Representative
TaskUs
02.2018 - 02.2020
- Resolved customer inquiries on cryptocurrency accounts, providing troubleshooting support and aiming for first call resolution.
- Managed customer inquiries through various communication channels.
- Resolved product issues and provided timely solutions to customers.
- Collaborated with team members to enhance service delivery processes.
CSR - Customer Service Representative
Teleperformance
02.2016 - 02.2018
- Assisted customers with inquiries regarding insurance premiums and deductibles, while maintaining an average handling time of 8.5 minutes, and meeting all adherence goals.
- Resolved customer inquiries and issues through effective communication, enhancing customer satisfaction.
- Tracked customer interactions and managed support tickets using CRM software, ensuring timely follow-up.
- Streamlined service processes with team collaboration, contributing to improved service delivery.
Education
High school diploma -
Harlingen High School
Harlingen, TX05-1992
Skills
- Customer Service
- Call Center Operations
- Call center experience
- Credit card processing
- Payment processing
- Refund management
- Cash handling
- Problem resolution
- Customer Relations
- Client support
- Product recommendation
- Product knowledge
- Call management
- Multi-tasking
- Time management
- Prioritization
- Data entry accuracy
- Quality control
- Team collaboration
- Team Development
- Process improvement
- Feedback analysis
- Conflict resolution
- Active Listening
- Strong communication
- Problem-Solving Ability
- Critical Thinking
- Empathy skills
- Negotiation techniques
- Documentation
- Document processing
- Recordkeeping Strengths
- Grammar
- Proofreading
- Researching
- Sales support
- Multi-line phones
- Call handling
- Product knowledge
- Payment processing
- Data protection
- Document processing
- Empathy skills
- Negotiation techniques
- Call handling
- Account management
- Call center experience
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved Result by completing Task with accuracy and efficiency.
Additional Information
- Authorized to work in the US for any employer
Languages
- English
- Spanish
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Representative
Connexus Technology
02.2020 - Current
CSR - Customer Service Representative
TaskUs
02.2018 - 02.2020
CSR - Customer Service Representative
Teleperformance
02.2016 - 02.2018
High school diploma -
Harlingen High School