Erica Garcia
San Antonio
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Carenet healthcare
San Antonio
01.2024 - Current
- Assisted customers with inquiries and product information to enhance satisfaction.
- Resolved complaints efficiently to maintain positive customer relationships.
- Processed orders and returns accurately using internal systems and tools.
- Conducted follow-up calls to ensure customer issues were fully resolved.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Representative
Truimph
San Antonio
02.2019 - 04.2023
- Assisted customers with inquiries and product information to enhance satisfaction.
- Resolved complaints efficiently to maintain positive customer relationships.
- Processed orders and returns accurately using internal systems and tools.
- Educated customers on product features and services to improve understanding.
- Managed customer accounts and updated information in the database regularly.
- Conducted follow-up calls to ensure customer issues were fully resolved.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Seldin company
Leasing & Management
San Antonio
08.2014 - 04.2018
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Education
Steven’s High School
San Antonio, TX 08.2009 - 05.2013
Skills
- Customer relationship management
- Order processing
- Complaint resolution
- Microsoft Excel
- Account updating
- Scheduling
- Sales closing
- Account management
- Microsoft office expertise
- Team development
- Documentation
- Appointment scheduling
- Call center experience
- Live chat support
- Team collaboration
- Customer service
- Delivery scheduling
- Task prioritization
- Punctuality and reliability
- Relationship building
- Multi-line telephone operations
- Skype
- Inbound and outbound calling
- CRM software
- Money handling
- Microsoft PowerPoint
- Document control
- Minute taking
- Banking operations support
- Staff education and training
- Merchandise upselling
- Call escalation
- Customer relationship management
- Calendaring
- Typing proficiency
- Active listening
- Follow-up skills
- Spreadsheets
- Dispute resolution
Accomplishments
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
Carenet healthcare
01.2024 - Current
Customer Service Representative
Truimph
02.2019 - 04.2023
Seldin company
Leasing & Management
08.2014 - 04.2018
Steven’s High School
08.2009 - 05.2013