Evangelina Garza
Edinburg,TX
Summary
Adept at elevating customer experiences and streamlining operations, I leveraged my problem-solving abilities and Microsoft Excel proficiency at Maximus to consistently exceed performance metrics. My background in customer service and team development, honed across roles from Best Buy to Pronto Insurance Company, showcases a track record of achieving significant client satisfaction and retention improvements.
Overview
15
15
years of professional experience
Work History
High Performance Customer Service Representative
Maximus
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Agency Manager
Pronto Insurance Company
01.2011 - 08.2022
- Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
- Maintained compliance with industry regulations by conducting regular audits of policies, procedures, and employee practices.
- Optimized resource allocation by monitoring agent productivity levels and adjusting staffing as needed for maximum efficiency.
- Managed agency budget and finances, implementing cost-saving measures while maintaining a high level of service quality for clients.
- Approved staff hiring, termination, promotions and department transfers.
Sales Associate
Best Buy
02.2009 - 07.2013
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
Associate of Arts - Education
South Texas Community College
McAllen, TX12.2021
High School Diploma -
McAllen Memorial High School
Mcallen, Tx05.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Scheduling
- Team Development
Languages
Spanish
Native or Bilingual
Timeline
High Performance Customer Service Representative
Maximus
08.2022 - Current
Agency Manager
Pronto Insurance Company
01.2011 - 08.2022
Sales Associate
Best Buy
02.2009 - 07.2013
Associate of Arts - Education
South Texas Community College
High School Diploma -
McAllen Memorial High School
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