Crystal Fernandez
San Antonio,TX
Summary
To find a professional position in customer service to utilize and build upon my previous experience and skills. To find a reputable company with opportunity for career growth and advancement
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Spectrum
01.2023 - 08.2025
- Talking to many different types of people from across the country
- Answering inbound phone calls from customers related to billing inquiries
- Empathizing with customers while accurately addressing their billing needs and meeting our high customer service standards
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Call Center Representative
Bank of America
09.2018 - 12.2022
- Answered incoming calls in a high volume call center environment, (at least70 calls per day)
- Reviewed all relevant information related to the customer's claim
- Ensured that all customer needs were met and handled appropriately during their initial contact
- Maintained customer account info including lost/stolen checks, check cards, stop payments, etc
Collections Representative
Alliance data
09.2015 - 10.2018
- Answer inbound phone calls from internal and external customers
- Process customers' payments
- Make payment arrangements on delinquent accounts
- Listen to customer's story and determine if debt can be collected
- Collected payments
- Ensure all customer information is correct, including phone numbers and addresses
- Set up repayment plans and new terms of sale
Sales
Cricket Wireless
08.2015 - 09.2015
- 1
- Gave explanations about the products the customer ask for
- 2
- Assist the customers in choosing the products to choose
- 3
- Checking the cash register at the end of the sales
- 4
- Suggesting additional purchase for the customers in order to boost the sales
- Built customers confidence by actively listening to their concerns and giving appropriate feedback
Front Desk Agent
La Quinta Inns & Suites
03.2007 - 04.2010
- Registered and assigned rooms to hotel guests
- Established customer payment methods and processed payments
- Communicated room problems to housekeeping and maintenance staff
- Confirmed reservations over the phone and within database, and reviewed all noted information
- Recorded guest’s comments or complaints and referred customers to managers when necessary
- Deposited guests valuables in hotel safes or safe deposit boxes
Education
High School Diploma -
Penn Foster Career School
Scranton, PA04.2021
Skills
- Customer service, Hospitality, Sales, Microsoft excel, Microsoft excel, Front desk, Bilingual, Cash handling, Cashiering, Collections, Call Center , medical
Timeline
Customer Service Representative
Spectrum
01.2023 - 08.2025
Call Center Representative
Bank of America
09.2018 - 12.2022
Collections Representative
Alliance data
09.2015 - 10.2018
Sales
Cricket Wireless
08.2015 - 09.2015
Front Desk Agent
La Quinta Inns & Suites
03.2007 - 04.2010
High School Diploma -
Penn Foster Career School