Denise Pargas
Marana,AZ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
33
33
years of professional experience
Work History
Eligibility Interviewer
Arizona Department of Economic Security
Tucson , AZ
12.2022 - Current
- Conducted eligibility interviews with applicants to determine their qualifications for various government assistance programs.
- Developed and maintained an up-to-date knowledge of program regulations and requirements.
- Verified accuracy of information provided by applicants through phone calls and other research methods.
- Determined the appropriate benefits or services for each applicant based on individual needs.
- Explained program regulations and requirements to clients in a clear and concise manner.
- Maintained detailed records of all client interactions in accordance with agency policies.
- Compiled reports summarizing data collected during eligibility interviews.
- Assisted clients with completing applications for benefits or services as needed.
Customer Service Representative
Department of Economic Security
Tucson, AZ
12.2022 - 10.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic system.
Reservations Agent
American Airlines
Tucson, AZ
07.1991 - 08.2022
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Researched and resolved customer issues.
- Answered multi-line telephone.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Assisted customers with reservations and cancellations in accordance with hotel policies.
- Processed payment transactions accurately and efficiently.
Education
High School Diploma -
San Fernando Senior High School
San Fernando, CA06.1985
Some College (No Degree) - Administration And Justice
LA Valley College
Van Nuys, CASkills
- Customer Service
- Staff Training
- Administrative Support
- Inbound and Outbound Calling
- Quality Assurance Controls
- Call Center Operations
- Office Equipment Proficiency
- Multi-Task Management
- Client Relations
- Report Preparation
- Senior Leadership Support
- Team Development
- Problem Resolution
- Report Creation
- Prioritization
- Problem-Solving Abilities
- Project Management Abilities
- Positive and Professional
- Customer Relations
- Microsoft Office Suite
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Eligibility Interviewer
Arizona Department of Economic Security
12.2022 - Current
Customer Service Representative
Department of Economic Security
12.2022 - 10.2023
Reservations Agent
American Airlines
07.1991 - 08.2022
High School Diploma -
San Fernando Senior High School
Some College (No Degree) - Administration And Justice
LA Valley College