Emily L. Fuentes
San Antonio
Summary
Customer Service Representative with extensive experience at Kohl's, specializing in conflict resolution and payment processing. Demonstrated success in enhancing customer satisfaction through effective communication and critical thinking. Recognized for building rapport and driving retention by delivering tailored solutions to diverse customer needs. Proven ability to manage high volumes of inbound calls while maintaining strong customer relationships.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Kohl's
San Antonio
01.2018 - 07.2025
- Resolved customer inquiries and complaints promptly to sustain high satisfaction levels.
- Maintained accurate records of customer interactions for future reference.
- Delivered tailored product information aligned with specific customer needs.
- Answered inquiries with precise details regarding products and services.
- Provided effective service to address various customer issues.
- Diffused tense situations calmly and professionally, enhancing rapport.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Ensured timely support for prompt resolution of customer concerns.
Customer services REp.
Esurance
02.2013 - 05.2017
- Assist customers with their auto insurance by phone.
- Use active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then advantage knowledge and resources to provide the appropriate solutions.
- Take ownership to ensure that we go beyond to service each caller's needs, utilizing every touch point as an opportunity to build value.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Customer services Rep
Interim Health Care
08.2011 - 11.2011
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
Customer Services Rep
Pocket Power
01.2011 - 08.2011
- Responsible for activating new account for customers.
- Make financial decisions to protect/collect revenues and adjust customers’ accounts.
- May take other customer services calls.
- Obtain, enter and verify customer information.
- Perform as required research for existing account and over/ under payment verification.
- Terminate the account when customers no longer needs services.
- Receive and process incoming calls and / or email as needed to ensure services levels are maintain.
Sales Support Specialist
Pocket Wireless
07.2008 - 01.2011
- Responsible for delivering excellent customer services to include activating new wireless phone accounts, processing payments for phone services and driving sales, product awareness while ensuring the customer has knowledge of our products and services, and customer satisfaction in every inbound or outbound call.
- Meeting or exceeding sales goals and maintaining a sound knowledge of specific wireless products and services with goal to increase visibility and value in pocket’s and products and services by building productive and positive relationships with our customer and in-store personnel.
- Support all retail outlets in assigned geographical territory and attend all request training sessions and conference calls to stay updated.
- Support and back up sales and retail/ dealer operations i.e activating accounts, taking customer payments.
Customer Services Rep
West Telemarketing
08.2000 - 05.2008
- Responsible for diverse duties including credit cards transactions along with all aspects of various customer services.
- Working with customers on their accounts, processing transfers and other account transactions.
- Explaining credit cards plans and answering any questions he or she may have about the credit card accounts.
- Explain the benefits and review the details of the new credit card to customers.
- Upgraded and sold DSL (Digital Subscriber Line) services for existing customers by calling them to offer additional services or new plan available in their area.
- Provided excellent customer services to cricket (cell phone company) customers to reactivate the services, sell new cells phone plans and assist with billing issues as wells as customers may have.
Education
Some College (No Degree) - Elementary Education
University of Texas At Brownsville
Brownsville, TXSkills
- Multitasking and organization
- Logical reasoning
- Payment processing
- Customer relationship management
- Product knowledge
- Inbound call management
- Technical support
- Billing procedures
- Effective communication
- Team collaboration
- Critical thinking
- Credit card payment processing
- Building rapport
- Inbound and outbound calling
- Call center procedures
- Decision-making
- Typing 60 wpm
- Professional telephone demeanor
- Follow-up skills
- Opening and closing accounts
- Problem solving
- High-energy attitude
- Adaptability and flexibility
- Call center experience
- Refund management
- Order processing
- Complaint handling
- Conflict resolution
- Quality assurance
Leadership Experience
Monitoring/Assessing performance of other individuals, or the new hires to make improvements and assist them for any questions or issues they came upon.
Timeline
Customer Service Representative
Kohl's
01.2018 - 07.2025
Customer services REp.
Esurance
02.2013 - 05.2017
Customer services Rep
Interim Health Care
08.2011 - 11.2011
Customer Services Rep
Pocket Power
01.2011 - 08.2011
Sales Support Specialist
Pocket Wireless
07.2008 - 01.2011
Customer Services Rep
West Telemarketing
08.2000 - 05.2008
Some College (No Degree) - Elementary Education
University of Texas At Brownsville