Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Erica Gomez

Cuero,TX

Summary

Dynamic customer service professional with extensive experience at AT&T, recognized for reducing handle times and enhancing customer satisfaction. Proficient in CRM software and skilled in problem-solving, I excel in understanding customer needs and fostering strong relationships, consistently achieving performance targets while maintaining a calm demeanor under pressure.

Overview

10
10
years of professional experience

Work History

Customer Loyalty Agent

AT&T
03.2023 - Current
  • Assisted in training new team members on company policies, procedures, and best practices to facilitate seamless integration into the team.
  • Managed customer accounts with precision, ensuring accurate record-keeping and timely updates to personal information, preferences, and billing details.
  • Reduced average handle times by utilizing effective questioning techniques to quickly identify customer needs and provide appropriate solutions.
  • Maintained comprehensive knowledge of product offerings, promotions, and industry trends to provide accurate information to customers.
  • Earned recognition for exceptional performance in handling high call volumes while maintaining excellent service quality.
  • Participated in ongoing professional development opportunities to enhance skill set, stay current on industry trends, and improve overall job performance.
  • Streamlined customer inquiry resolution with efficient problem-solving techniques and clear communication skills.
  • Facilitated successful issue resolution through effective communication with internal departments such as IT, Billing, and Shipping to expedite response times and ensure customer satisfaction.
  • Contributed to company growth by upselling products and services based on a thorough understanding of customer needs.
  • Enhanced customer satisfaction by providing timely and empathetic support, addressing their concerns and resolving issues.
  • Consistently met or exceeded performance targets by diligently managing time, prioritizing tasks, and multitasking effectively.
  • Maintained a positive working environment by actively participating in team meetings, sharing best practices, and supporting colleagues as needed.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.

Enrollment Admissions Consultant

Ranstad K12
06.2022 - 10.2022
  • Assisted applicants with admissions packet and served as point of contact throughout admissions process.
  • Answered phones, called prospects and handled initial email contacts for applicants to Schooling program.
  • Led tours of facility for potential clients and families to highlight features and benefits of membership.
  • Helped with interview process, orientation program and implementation of admissions policies as applications were considered and members selected.
  • Streamlined the admissions process for efficiency, resulting in faster decision-making and improved applicant experience.
  • Fostered a strong sense of community among admitted students by creating opportunities for engagement through social media and other online platforms.

Dispatch Coordinator

J Sanchez Logistics LLC
05.2021 - 05.2022
  • Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
  • Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
  • Streamlined communication between drivers, customers, and management for improved customer satisfaction.
  • Collaborated with warehouse staff to prioritize shipments based on urgency and importance.
  • Responded to high volume of phone and email requests to provide logistics information.

Sales Agent

RexAir
01.2018 - 05.2019
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Assisted call-in customers with questions and orders.
  • Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Negotiated contracts with prospective clients, helping to secure long-term business partnerships.

Customer Service Representative

Home Depot
09.2015 - 12.2017
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Receptionist

Cuero Oilfield Housing
03.2015 - 07.2015
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Education

San Antonio Leadership Academy
San Antonio, TX
10-2020

Skills

  • Call center experience
  • Data entry proficiency
  • CRM software expertise
  • Up-selling techniques
  • Customer service experience
  • Customer service background
  • Outstanding interpersonal skills
  • Negotiation
  • CRM software
  • Excellent communication skills
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Multitasking Abilities
  • Calm and professional under pressure
  • Reliability
  • Excellent communication
  • Computer skills
  • Understanding customer needs
  • Organizational skills
  • Shipping and receiving
  • Calm under pressure
  • Self motivation
  • Product knowledge

Languages

Spanish
Professional Working

Timeline

Customer Loyalty Agent

AT&T
03.2023 - Current

Enrollment Admissions Consultant

Ranstad K12
06.2022 - 10.2022

Dispatch Coordinator

J Sanchez Logistics LLC
05.2021 - 05.2022

Sales Agent

RexAir
01.2018 - 05.2019

Customer Service Representative

Home Depot
09.2015 - 12.2017

Receptionist

Cuero Oilfield Housing
03.2015 - 07.2015

San Antonio Leadership Academy

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