Summary
Overview
Work History
Education
Skills
Software
SAP
Timeline
CustomerServiceRepresentative

Denise Portela

San Antonio,TX

Summary

I have a vast knowledge in Customer Service and am able to bring excellent skills in oral and written communication, active listening and analytical problem-solving skills. I can enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Customer Service Representative

CPS Energy
San Antonio, TX
04.2023 - Current
  • Offer advice and assistance to customers, paying attention to special needs or wants.
  • Answer constant flow of customer calls with minimal wait times.
  • Update account information to maintain customer records.
  • Answer customer telephone calls promptly to avoid on-hold wait times.
  • Actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
  • Clarifiy customer issues and determin root cause of problems to resolve product or service complaints.
  • Participate in team meetings and training sessions to stay informed about updates and changes.
  • Exhibit high energy and professionalism when dealing with clients and staff.
  • Promote a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhance productivity levels by anticipating needs and delivering outstanding support.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Respond proactively and positively to rapid change.

Patient Transporter

Baptist Medical Center
San Antonio, TX
03.2019 - 02.2023
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
  • Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
  • Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
  • Warmly greeted patients and visitors and made each feel welcome.
  • Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
  • Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport.
  • Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
  • Communicated with patients, family members and healthcare staff to coordinate transportation schedules.
  • Cleaned, sanitized and moved hospital equipment.
  • Used wheelchairs, stretchers and movable beds to move patients between hospital locations.
  • Provided physical support to patients through diverse types of mobility assistance.
  • Followed sanitary and safety regulations to properly collect and dispose of medical waste.
  • Collaborated with other medical staff to achieve high level of patient safety and care.
  • Lifted or assisted others to lift patients to move them on or off beds, surgical tables or stretchers.

Server Shift Leader

Cheesecake Factory Inc
San Antonio, TX
11.2011 - 06.2019
  • Oversaw daily operations of service team, delegated tasks, and trained new staff.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Created incentive-based performance tracking systems to encourage positive and energetic service execution.
  • Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
  • Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
  • Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Addressed and resolved customer complaints and issues to increase satisfaction and establish trust.
  • Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
  • Observed servers to provide feedback and coaching in areas requiring improvement.

Education

High School Diploma -

San Antonio College
San Antonio, TX
05.2001 -

Skills

Staff education and training

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Software

SAP

WORD

EXCEL

SAP

I AM VERY EFFICIENT IN NAVIGATING THROUGH OUR SAP SYSTEM, MY SKILLS INVOLVE INPUTING CUSTOMER DATA IN SAP AND  BUILDING SOLUTIONS AS PER THE CLIENTS NEEDS. 

Timeline

Customer Service Representative

CPS Energy
04.2023 - Current

Patient Transporter

Baptist Medical Center
03.2019 - 02.2023

Server Shift Leader

Cheesecake Factory Inc
11.2011 - 06.2019

High School Diploma -

San Antonio College
05.2001 -

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Denise Portela