EVELINA G. LONGORIA
ROBSTOWN,TEXAS
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Support Ambassador
Sutherland Global / Airbnb
Remote / US (Las Vegas Home Office), NV
04.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Processed customer adjustments to maintain financial accounts.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Improved overall efficiency 95% by anticipating needs and providing outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Contacted clients to verify account information and maintain accuracy, resulting in 95% increase in client satisfaction.
- Handled over 20 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
Correctional Officer
Geo Group / Coastal Bend Detention Center
Robstown, TX
06.2019 - 04.2022
- Retrieve data for all detainees to interpret and determine proper hold and/or release conditions using various databases.
- Monitor inmates' daily activities, watching closely for unusual behavior, improper conduct, or signs of possible conflict.
- Exercise independent judgment within legal guidelines; learns and understands principles and practices of the legal system including federal, state and municipal courts.
- Research issues and communicates with other agencies via telephone and email, while maintaining confidentiality by protecting private detainee information.
- Interpret and comprehends statutes, rules, regulations, and policy, along with handle fast paced, stressful, and rotating work environments with ease and effective patience.
- Provide support to all inmates in a conflict, emotional or frail state and refers them to the appropriate support network or medical staff/facility.
- Operate control rooms to ensure dorm and gates are open at one time so rival gang affiliations do not cross traffic, and detainees do not breakout.
Insurance Producer
Farmers Insurance
Robstown, TX
08.2017 - 05.2019
- Collaborated with prospective clients and use lead lists to establish contact and schedule appointments.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
- Aided individuals understand and assess their insurance needs, explained options available, and assisted them in selecting the best policies at the best price
- Referred clients to valuable sources based on their needs regarding locating and purchasing a home.
- Protected all client information, ensuring it stay secure and encrypted.
Wireless Sales Consultant
Mobile Destination / Verizon
Corpus Christi, TX
06.2016 - 07.2017
- Delivered excellent customer service and device support that inspired repeat visits and an expanded customer base
- Deliberated cellular equipment operation over the telephone to explain equipment usage and to troubleshoot equipment problems.
- Attended formal and informal training to better understand Verizon technology and services to better assist customers.
- Oversaw challenging situations and difficult saying by effectively utilizing genuine interpersonal skills and knowledge of company product.
- Communicated with clients to assess their needs and establish trust in order to recommend a product or service.
- Conducted internet and wireless phone service presentations in public settings.
Technical Support Representative
The Results Companies
Corpus Christi, TX
12.2015 - 04.2016
- Researched solutions to customer complaints and educated users on how to repair the problems.
- Directed clients to the appropriate department for support.
- Monitored security protocol by participating in ID verification and the security and privacy of all client records.
Education
Associate of Applied Science - Business Administration
Eastern Gateway Community College
Steubenville, OH 01.2022 - Current
Diploma -
Roy Miller High School
01.2008 - 06.2010
Skills
Administrative support
Additional Information
Additional Previous Related Experience:
Gomez Realty / Jessica's Novelties
Office Clerk/Crew Member, Jan 2009 – Jan 2015
- Assisted family rental property business by advertising vacancies at the various rental locations,
holding open houses on properties for clients, negotiating contracts/leases with tenants, collecting
tenant rent and security deposits, holding monthly inspections with tenants, enforcing property and
occupancy rules regularly, and resolving tenant issues.
- Provided administrative support to ensure the efficient operation of a family-owned children's novelty
booth/ food truck /festival business.
- Completed festival applications by deadlines, prepared employee schedules, managed food/novelty
inventory through databases, filed and maintained festival records and receipts, accepted cash
payments, and communicated with various festival organizations through email, letter, and phone in
regards to business operations.
Timeline
Support Ambassador
Sutherland Global / Airbnb
04.2022 - Current
Associate of Applied Science - Business Administration
Eastern Gateway Community College
01.2022 - Current
Correctional Officer
Geo Group / Coastal Bend Detention Center
06.2019 - 04.2022
Insurance Producer
Farmers Insurance
08.2017 - 05.2019
Wireless Sales Consultant
Mobile Destination / Verizon
06.2016 - 07.2017
Technical Support Representative
The Results Companies
12.2015 - 04.2016
Diploma -
Roy Miller High School
01.2008 - 06.2010
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