Cordelia Watson
Houston
Summary
Dynamic customer service professional with a proven track record at Nexus Water Group, excelling in problem-solving and communication. Developed impactful training programs, enhancing team performance and customer satisfaction. Proficient in MS Excel and HR compliance, I thrive in fast-paced environments, consistently delivering exceptional results and fostering positive relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative I
Nexus Water Group
Sugar Land
03.2023 - 08.2025
- Receives, evaluates, and answers customer inquiries (phone or email) in a courteous, professional, and timely manner.
- Processes service orders to the field, taking ownership of the customer inquiry to provide complete customer satisfaction.
- Estimate adjustments to consumption, and escalate to the manager to provide credit adjustments.
- Make outbound calls to customers as necessary.
- Works within established guidelines and policies.
- Resolved complaints and provided solutions to enhance customer satisfaction.
- Educated customers on water conservation practices and company policies.
- Documented customer interactions accurately in the company database.
- Participated in team meetings to discuss service improvements and challenges.
HR Compliance
American Airlines Headquarters
Fort Worth
02.2022 - 04.2023
- Collect completed Fingerprint Applications and check for accuracy
- Scan fingerprints of new hires, employees and contractors
- Transmit fingerprints to the Clearinghouse
- Matches Fingerprint results with Fingerprint Application
- Organizes daily filing
- Multitasking multiple screens
- Maintained accurate and up-to-date employee records, including personal information, attendance, and performance evaluations
- Managed new hire onboarding process, ensuring completion of paperwork
- Maintained confidentiality of sensitive HR information while handling employee data with utmost professionalism
- Supported HR department in organizing company-wide events such as holiday parties or team-building activities
- Managed electronic filing system for all HR documents to ensure easy retrieval when needed
- Full Time
Trainer/Lead
Telvista
Dallas
01.2019 - 11.2021
- Developed and delivered comprehensive training programs for new customer service representatives, ensuring consistent delivery of exceptional customer experiences
- Created engaging training materials, including presentations, manuals, and interactive activities to enhance learning retention and engagement
- Conducted regular training sessions on product knowledge, company policies, and effective communication techniques to improve customer interactions
- Implemented a mentorship program to provide ongoing support and guidance to newly hired customer service representatives
- Evaluated the effectiveness of training programs through assessments and feedback surveys, making necessary adjustments for continuous improvement
- Collaborated with cross-functional teams to identify areas of improvement in customer service processes and develop targeted training initiatives
- Provided one-on-one coaching sessions to address individual performance gaps and enhance overall team productivity
- Incorporated role-playing exercises into training sessions to simulate real-life scenarios and improve problem-solving skills
- Monitored trainees' progress during the onboarding process, providing constructive feedback for skill development
- Served as a subject matter expert on company products/services, staying updated on industry trends and best practices in customer service excellence
- Fostered a positive learning environment by promoting teamwork, open communication, and mutual respect among trainees
- Collaborated with management to establish key performance indicators (KPIs) for measuring the success of the training program
- Demonstrated expertise in handling difficult customers or challenging situations through real-life examples during training sessions
- Mentored existing employees seeking career advancement opportunities within the customer service department
- Full Time/Remote
Data Entry Clerk
HERTZ
Dallas
09.2017 - 08.2019
- Accurately entered and verified data into company database, ensuring high levels of accuracy and completeness
- Performed regular data quality checks to identify and correct errors, maintaining a clean and reliable database
- Maintained confidentiality of sensitive information by adhering to strict security protocols and procedures
- Managed large volumes of data entry tasks within tight deadlines, consistently meeting or exceeding productivity targets
- Collaborated with cross-functional teams to gather necessary information for data entry purposes
- Created standardized templates for data entry forms, improving consistency across the organization
- Resolved discrepancies or missing information by conducting thorough research using various sources
- Generated reports on key performance indicators (KPIs) related to data accuracy, timeliness, and productivity
- Maintained up-to-date knowledge of industry regulations regarding privacy standards for handling confidential information
- Ensured compliance with company policies and procedures during all stages of the data entry process
Education
Bachelors - Social Work
University of Texas in Arlington
Arlington, TX05.2024
Skills
- MS Word
- Problem solving
- Schedule management
- Inventory
- Customer service
- PowerPoint
- Communication
- Calendar management
- Ms verbal/written
- Employee relations
- Outlook
- Leadership
- ADP
- MS Excel
- Sales
- Computer literacy
- Typing
- Filing
- Admissions
- VMware
- Scanning
- Disbursement
- Adobe
- Data entry
- Windows
- HR compliance
- Microsoft Office
- Organization
- Teams
- Human resources
- Computer networking
- Microsoft Windows Server
- Microsoft SharePoint
- Organizational skills
- Personal assistant experience
- Google Suite
- Databases
- 10 key typing
- Order entry
- Word processing
- Technical support
- SAP (CRM)
- CXone agent
- Data entry accuracy
- Service order processing
Certification
Driver's License
Timeline
Customer Service Representative I
Nexus Water Group
03.2023 - 08.2025
HR Compliance
American Airlines Headquarters
02.2022 - 04.2023
Trainer/Lead
Telvista
01.2019 - 11.2021
Data Entry Clerk
HERTZ
09.2017 - 08.2019
Bachelors - Social Work
University of Texas in Arlington
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