Edgar De La Rosa
El Paso,TX
Summary
Dynamic Customer Service Manager with a proven track record at Alorica Inc, adept at complaint handling and problem resolution. Expert in payment processing oversight and professional email communication, I prioritize customer satisfaction and loyalty, ensuring effective solutions and fostering positive relationships. Committed to enhancing service quality and team performance.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Alorica Inc
12.2024 - Current
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed up to 50 back to back calls per day.
Customer Service Manager
Alorica Inc
07.2018 - 11.2024
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked and resolved more than 20 individual trouble tickets which required individual personalized assistance, Including reaching out to the client and working through their issue.
Customer Service Representative
McDonalds
03.2018 - 04.2018
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Worked and serviced more than 50 customers every day.
Education
Associate of Arts - Communication in Radio And Television
El Paso Community College
El Paso, TX12-2017
Skills
- Payment processing oversight
- Professional email communication
- Personalized order processing
- Accurate call documentation
- Complaint handling
- Security verification
- Inbound customer service
- Call handling
- Phone etiquette
- Problem resolution
- Database research
- Documentation and reporting
Languages
English
Spanish
Timeline
Customer Care Representative
Alorica Inc
12.2024 - Current
Customer Service Manager
Alorica Inc
07.2018 - 11.2024
Customer Service Representative
McDonalds
03.2018 - 04.2018
Associate of Arts - Communication in Radio And Television
El Paso Community College
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