Esteban Galvan
Mission,Texas
Summary
Energetic, performance-driven Customer Service Representative with 5 years of experience improving customer satisfaction, and successfully defusing the toughest clients. Excellent communication and interpersonal skills with the ability to respectfully interface with executives from various departments and divisions. Have a strong customer service background from call center experience. Highly skilled in customer service and relationship building. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Slavic401k
01.2024 - Current
- Assisted Plan participants with getting their 401k funds moved to their personal account or to a new 401k company.
- Handled phone calls and emails to customers and within the company to complete customer cases
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
customer service
H&R Block
01.2023 - 08.2023
- Worked as a, retail representative customer service rep and was then given various roles , Tax Identity shield agent, Block advisor, international advisor, retail agent taking inbound calls from anywhere from 70-120 calls daily.
- Service Retail -Checked on status for customer Tax refunds, stimulus, amendments
- Representative -Provided Customers with Fast and accurate resolutions for issues and reassurance
- Kept high average of performance evaluations.
- Answered incoming calls from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Sales Representative
Fedex Sales TTEC, Sales support TTEC
06.2022 - 01.2023
- Fedex Sales responsibilities includes connecting with multiple businesses from major to small companies to receive their business for Fedex services
- Troubleshooting issues customer had at hand to insure smooth transition to new services
- Trained and mentored new sales representatives.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Managed over 75 calls daily with customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
sales support specialist
FedEx
12.2021 - 06.2022
- Responsibilities Includes assisting businesses ranging from major corporation to small business owners
- Including over 50 phone calls to client to resolve issue at hand, as well as emailing customers with information regarding their open case
- Creating SOP (Standard Operating Procedure), Missed pickups, and trailer swaps
- Troubleshooting issues until everything was completed for customers to ensure that issue would not arise in future moments
- Documented customer complaints and completed corrective action requests.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Managed customer accounts, responding to inquiries and resolving customer service issues
Unemployment Claims Specialist
Massachusetts Revenue Services, TTEC
04.2020 - 12.2020
- Massachusetts Revenue Services Pandemic Benefits with high call volume of 100 to 200 inbound calls daily
- Aided people in need of unemployment benefits
- Worked in creating new cases for clients and assisting with appeal process and providing information requested.
- Communicated with people from various cultures and backgrounds on application process
- Wrote job orders from employers to record accurate description of required job duties, working hours and wages.
- Assisted clients with completion of applications and paperwork.
- Proved successful working within tight deadlines and a fast-paced environment.
- Proven ability to learn quickly and adapt to new situations.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals
Customer Service Representative
Walmart
11.2017 - 02.2019
- Prepare insurance claim forms or related documents and reviewed them for completeness
- Performed adjustments, invested claims, and provided telephone coverage, transmit claims for payment or further investigation
- Contact insured or other involved persons to obtain missing information
- Closely coordinated with all departments to ensure smooth day to day operation -Worked as a sales associate provided day to day customer service for customers in the electronics department.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
Undergrad - Computer Engineering
The University of Texas Rio Grande Valley
Edinburg, TXSkills
- Computer Skills Spanish, English Communication Skills Leadership
- Customer Service
- Work from home experience
- P>Skilled in basic and advanced computer software
- P>Information updates
- P>Troubleshooting
- P>Cash Handling
- P>Policy and procedure adherence
- P>Strategic planning
- P>Scheduling
- P>Documentation and control
- P>Organization and Time Management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Slavic401k
01.2024 - Current
customer service
H&R Block
01.2023 - 08.2023
Sales Representative
Fedex Sales TTEC, Sales support TTEC
06.2022 - 01.2023
sales support specialist
FedEx
12.2021 - 06.2022
Unemployment Claims Specialist
Massachusetts Revenue Services, TTEC
04.2020 - 12.2020
Customer Service Representative
Walmart
11.2017 - 02.2019
Undergrad - Computer Engineering
The University of Texas Rio Grande Valley
Similar Profiles
Carmen TorresCarmen Torres
Customer Service Representative at Slavic401kCustomer Service Representative at Slavic401k
Alexandria LuckieAlexandria Luckie
Account Specialist at Slavic401kAccount Specialist at Slavic401k
Dana GonzalezDana Gonzalez
Plan Transfers Coordinator at Slavic401kPlan Transfers Coordinator at Slavic401k