Deborah Gomez
El Paso,Texas
Summary
Customer Service Representative with over 20 years of experience in telephone and in person customer service, including sales and customer care. Familiar with major customer service software, conflict resolution and posses a positive attitude. Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Texas Workforce Commission
El Paso
11.2023 - Current
- Provided exceptional support to clients regarding insurance inquiries and policy details.
- Resolved customer complaints efficiently through effective communication and problem-solving skills.
- Assisted in processing claims while ensuring adherence to company policies and procedures.
- Participated in training sessions to stay updated on products, services, and industry trends.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Using Microsoft
- Using Teams
- Ability to email
- Able to multi task
Customer Service Representative Specialist
EdFinancial
El Paso, Texas
07.2023 - 10.2023
- Respond to telephone inquiries and complaints following standard operating procedures in a call center setting.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Deliver personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Log details of customer service calls in computer system following correct protocols.
- Resolve customer complaints promptly and efficiently.
- Process orders and detailed transaction information to customers.
- Address customers courteously using suitable methods and problem-solving skills.
- Track all incoming calls and emails from customers using appropriate software applications.
- Developed strong customer relationships and loyalty through effective communication.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Help client create a payment plan
- Receive/Process payments
- Analyze trends in order processing errors and developed corrective action plans accordingly.
- Ensured customer satisfaction by following up on unresolved issues in a timely manner.
- Maintained confidentiality of sensitive customer information at all times.
Service Advocate II
Farmers Insurance-Remote
El Paso, Texas
01.2023 - 07.2023
- Managed escalated calls professionally while remaining calm under pressure.
- Monitored performance metrics such as call volume, length, resolution times against established goals.
- Utilize problem-solving skills to identify root causes of customer dissatisfaction and devise effective solutions.
- Developed strategies to improve customer service processes.
- Employed active listening techniques to understand customer requirements and provide appropriate solutions or recommendations.
- Continuously updated job knowledge through participating in educational opportunities offered by the company.
- Performed data entry tasks into various software programs including Microsoft Excel.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Call Center Setting
- Chat live when needed
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Identified opportunities for upselling additional products or services based on customer needs.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection by providing detailed information about available products and services.
- Received/Processed payments
- Explained any questions on their policies.
- Provide insurance quotes
- Bind Policies
- Upsell/Cross sell products
- Excellent customer focus with an understanding of how to adapt to each customer while focusing on solving their problems
- Call Center Setting
- Live chat when needed
- The ability to multi task, conversing on the phone, searching information, reading, and typing
Clerical Assistant
City of El Paso-Department of Health
El Paso, Texas
05.2018 - 01.2023
- Answering billing/payment questions
- Helping customer with any policy changes that need to be made
- Explaining rate changes
- Helping customers with Farmers.com/mobile application support.
- Demonstrated excellent communication skills both orally and written when dealing with customers.
- Utilized problem-solving skills to quickly resolve customer inquiries.
- Efficiently handled escalated customer inquiries in order to maintain positive working relationships.
- Employed effective listening techniques during conversations with customers in order to understand their needs.
- Developed and maintained strong relationships with customers by providing prompt, accurate, and courteous responses.
- Adhered to strict confidentiality guidelines when handling sensitive customer information.
- Performed data entry into various databases while ensuring accuracy of information entered.
- Provide a high level of customer service
- Greet and assist all city employees, officials and the public
- Answer multiple phone lines
- Review and enter data into data bases
- Post to basic accounting records, prepare vouchers or other documentation for approval and payment
- Assist with eligibility
- Prepare and edit documents for review and approval
- Sort and file documents
- Operate standard equipment as necessary
- Involves: copier, fax, printer, scanner and personal computer and software
- Scheduled appointments, maintaining calendars for personnel.
- Performed administrative tasks such as scheduling meetings, preparing correspondence, and ordering supplies.
- Assisted with special projects as needed by management team.
- Maintained accurate records of incoming and outgoing documents in accordance with established procedures.
- Utilized advanced Microsoft Office Suite applications to generate spreadsheets and presentations.
- Assisted with the preparation of financial statements, invoices, budgets, payrolls, and other related documents.
- Diligently managed daily office operations, including filing and data entry.
- Organized travel arrangements for staff members when necessary.
Customer Relations Clerk
City of El Paso, Department of Public Health
El Paso, Texas
05.2011 - 05.2018
- Assisted public health officials with scheduling and coordinating community events.
- Managed inventory of office supplies, ensuring availability for daily operations.
- Supported data entry tasks for tracking public health initiatives and outcomes.
- Assisted customers with inquiries and complaints in a professional manner.
- Answered phones in a courteous manner while providing excellent customer service.
- Communicated with customers and employees to answer questions or explain information.
- Greeted visitors in a friendly and professional manner while directing them appropriately.
- Performed data entry tasks to update customer accounts records.
- Organized and maintained filing systems for confidential documents.
- Processed customer orders promptly and accurately.
- Supported office clerical functions using word processing and other software, email and office machines.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
- Answered customer inquiries via phone and email.
- Entered data into computer systems accurately and efficiently.
- Reviewed files, records and other documents to obtain information or respond to requests.
Education
High School Diploma -
The University of Texas, El Paso Community College
El PasoHigh school -
Burges High School
El PasoSkills
- Positivity
- Active Listening
- Customer Relations
- Order Fulfillment
- Critical Thinking
- Customer Service
- Clerical Support
- Problem-Solving Ability
- Call Center Operations
- Calm and Professional Under Pressure
- Eligibility Checks
- Setting Up Appointments
- Microsoft Office
- Call Volume and Quality Metrics
- Client Relationships
- Livechat Messaging
- Documenting Calls
- Sales and Upselling
Certification
- Property and Casualty License in Texas
- Property and Casualty License in California
- Property and Casualty License in Florida
Languages
Spanish, Intermediate
Timeline
Customer Service Representative
Texas Workforce Commission
11.2023 - Current
Customer Service Representative Specialist
EdFinancial
07.2023 - 10.2023
Service Advocate II
Farmers Insurance-Remote
01.2023 - 07.2023
Clerical Assistant
City of El Paso-Department of Health
05.2018 - 01.2023
Customer Relations Clerk
City of El Paso, Department of Public Health
05.2011 - 05.2018
High School Diploma -
The University of Texas, El Paso Community College
High school -
Burges High School