EILEEN ELGUEA
El Paso
Summary
Detail-oriented professional with expertise in conflict resolution and data analysis. Streamlined moderation processes to boost user engagement and enhance operational efficiency. Recognized for exceptional customer support and strong communication skills, consistently contributing to client satisfaction while adapting quickly to diverse team dynamics.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Sentry Insurance
El Paso
06.2024 - 06.2026
- Assisted customers with policy inquiries and coverage options.
- Resolved complaints by providing effective solutions and support.
- Educated clients on insurance products and services available.
- Handled high-volume calls while ensuring customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Social Media Moderator
Teleperformance
El Paso
01.2021 - 01.2024
- Implemented processes to improve efficiency while moderating comments and posts across multiple accounts simultaneously.
- Ensured compliance with applicable laws and regulations regarding online communications.
- Identified and resolved conflicts or escalated issues to higher-level moderators or administrators.
- Reviewed or updated web page content or links using appropriate tools.
Customer Service Representative
Alorica
El Paso
04.2019 - 01.2021
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
Card Service Specialist
Teachers Federal Credit Union
El Paso
02.2013 - 07.2019
- Provided exceptional customer service to clients in fast-paced call center environment.
- Investigated discrepancies between cardholder statements and transactions, resolving disputes promptly to enhance customer satisfaction.
- Met daily customer service quotas with a focus on quality.
- Executed daily operational tasks, closing out transaction batches and balancing accounts for accuracy.
- Developed strong product knowledge of various credit and debit cards, including features, benefits, and rewards programs.
- Trained new staff on policies, procedures, and best practices for handling cardholder inquiries, ensuring consistent service quality.
- Performed administrative tasks such as filing, data entry and maintaining records.
- Ensured compliance with applicable laws and regulations governing financial services industry operations.
Education
Some College (No Degree) -
University of Texas At El Paso
El Paso, TX, USSkills
- Customer Support
- User Engagement
- CRM software
- Transaction handling
- Complaint resolution
- Social media support
- Data Analysis
- Problem Solving
- Critical Thinking
- Interpersonal Skills
- Conflict Resolution
- Attention to detail
Languages
Spanish, Fluent
Timeline
Customer Service Representative
Sentry Insurance
06.2024 - 06.2026
Social Media Moderator
Teleperformance
01.2021 - 01.2024
Customer Service Representative
Alorica
04.2019 - 01.2021
Card Service Specialist
Teachers Federal Credit Union
02.2013 - 07.2019
Some College (No Degree) -
University of Texas At El Paso