EDITH AVILEZ
Horizon City,TX
Summary
Proven track record in enhancing customer satisfaction and loyalty at Alorica, leveraging exceptional problem-solving and Microsoft Excel skills. Expert in conflict resolution and customer service, significantly improving user experience and retention rates through empathetic engagement and efficient complaint handling. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Encino Metals LLC.
01.2021 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company social media and placing online orders, improving overall user experience.
Customer Service Representative
Alorica
01.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Teacher
Socorro Independent School District
08.2006 - 06.2018
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
Education
Bachelor of Arts - Interdisciplinary Studies
The University of Texas At El Paso
El Paso, TX06.2006
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Conflict Resolution
- Money handling abilities
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
Timeline
Customer Service Representative
Encino Metals LLC.
01.2021 - 10.2023
Customer Service Representative
Alorica
01.2020 - 01.2021
Teacher
Socorro Independent School District
08.2006 - 06.2018
Bachelor of Arts - Interdisciplinary Studies
The University of Texas At El Paso
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