Consuela Black
Rancho Cucamonga,CA
Summary
Self driven and motivated customer service representative with 15+ years in customer service, collections, retention and technical support. I am currently seeking a position in a reputable company where I can grow and expand my skills as a customer support representative.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Marketing/Event organizer/Community Resourcing
A.D.A.A.D.
08.2013 - Current
- Developed event plans, timelines and budgets.
- Organized meetings with vendors to discuss event requirements.
- Provided onsite support during events to ensure smooth operations.
CSR, Tech Support, Retention
AT&T-Sutherland Global
Las Vegas, NV
01.2016 - 09.2018
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Developed strategies to improve quality of customer service delivery.
- Assisted in the development of customer service procedures and policies.
- Documented all conversations with customers in CRM software according to company standards.
Collections Representative
Midland Credit Management
10.2011 - 01.2014
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Processed payments over phone and set up recurring drafts.
- Performed other duties as assigned by supervisor or manager.
Education
General Education/Diploma - General Education
Centennial High School
Compton, CA06-2005
Skills
- Social Media Promotion
- Special events planning
- Customer Service and Engagement
- CRM Software
- Call handling
- Issue Troubleshooting
Certification
- LEADERSHIP
- Community Liaison Appreciation Award
- Client Retention Award
- CA Guard Card
- Freight Dispatching
Additional Information
During these positions I have coordinated and attended job fairs and hiring events, assisted in staffing processes, and worked on the development and implementation of new recruitment plans. Identified potential employees, screened job applicants and resumes. Posted advertisements and job listings, completed interviews, and proactively participated in bi-weekly team meetings with management and client executives. I have also maintained general office duties as well as communicating via email/telephone, scheduling interviews, reference checks and orientation and onboarding as well as customer service and collections duties. In addition to these more clerical positions, I have also acted as a security guard and monitored and inspected buildings and equipment to prevent loss and/or damages, restrained trespassers, scanned access points and body scanning. Like previous positions, de-escalated crisis situation for both customers and clients.
Personal Information
Title: RECRUITER
References
Available Upon Request
Timeline
CSR, Tech Support, Retention
AT&T-Sutherland Global
01.2016 - 09.2018
Marketing/Event organizer/Community Resourcing
A.D.A.A.D.
08.2013 - Current
Collections Representative
Midland Credit Management
10.2011 - 01.2014
General Education/Diploma - General Education
Centennial High School