Elena Valero
New Braunfels,TX
Summary
Organized professional bringing diverse experience in customer service and business management. Wellversed in effective communication and relationship building. Proven history of successfully engaging with clients and business audiences. Quick-learning and task-driven with excellent delegation and planning abilities. Technologically adept with a passion for innovation and development of creative business solutions.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Standard Casualty Company
New Braunfels, TX
12.2019 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance for response time and resolution
- Built rapport with customers through active listening, empathy, and personalized interactions
- Maintained detailed records of all customer interactions in FileMaker for future reference and analysis
- Handled billing inquiries including payment processing and account updates accurately and efficiently
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process.
Call Center Supervisor
Ibex Global
New Braunfels, TX
09.2016 - 07.2019
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Trained team members on performance metrics and consumer behavior identification
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.
Customer Service Representative
Ibex Global
New Braunfels, TX
01.2014 - 09.2016
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Compiled customer feedback and recommended service delivery improvements to management
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Clerk III
Fort Lee Transportation Office
Fort Lee, VA
10.2008 - 06.2013
- Interacted with customers professionally by phone, email, or in-person to provide information and direct to desired staff members
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members
- Reviewed records, paperwork, and orders for errors and resolved issues with minimal direction
- Proofread and edited professional business documents prior to release and request for approval
- Delivered expert clerical support to internal staff and management by efficiently handling a wide range of routine and special requirements.
Customer Service
Data Technologies Group
Carthage, NY
02.2005 - 06.2008
- Modified existing software to correct errors, adapt to new hardware, and improve performance
- Effectively managed a high volume of inbound and outbound customer calls
- Gathered and verified all required customer information for tracking
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Education
High School Diploma -
American Commercial College
Wichita Falls, TXCanyon High School
New Braunfels, TXSkills
- Data entry
- Team Development
- Outstanding communication
- Quality control
- Business Management
- Team leadership
- Call center experience
- Problem Resolution
- Follow-up skills
- Positive and professional
- Detail oriented
- Account updating
- Microsoft Office expertise
Timeline
Customer Service Representative
Standard Casualty Company
12.2019 - Current
Call Center Supervisor
Ibex Global
09.2016 - 07.2019
Customer Service Representative
Ibex Global
01.2014 - 09.2016
Clerk III
Fort Lee Transportation Office
10.2008 - 06.2013
Customer Service
Data Technologies Group
02.2005 - 06.2008
High School Diploma -
American Commercial College
Canyon High School
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