Felicia Michelle Alvarado
San Antonio
Summary
As customer service professional with 10 years of experience, I bring valuable experience in addressing and resolving customer issues effectively. I believe in a strong focus on team collaboration and achieving positive outcomes. I am reliable and adaptable with excellent communication and problem-solving skills. My dedication to developing myself further is always at the forefront and I always take lessons with me to be a better rounded individual.
Overview
2025
2025
years of professional experience
Work History
Technical Support/Customer Service Representative
Conduit Global- CSR
11 2017 - 04 2019
- Billing, cellular sales, Warranty replacements, online assistance, payment concerns and arrangements
- Pushing for self service options to empower customers to help result in one call resolutions
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer service Chat
TaskUs
7 2019 - 3 2020
- Communication through chats, phone calls, and email for business needs of the advertiser
- Prioritizing email queue and escalations towards technical issues and requests to ensure timely resolutions
- Follow-ups to help include assisting users and giving more insight for the advertising aspect of social media.
Customer Service Representative
Conduent
10 2020 - 5 2021
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Offering solutions to maintain customer relationships and customer retention.
SMB Sales Representative
Spectrum
4 2022 - 12 2022
- Constant improved sales prospecting, follow-up and upsell processes.
- Engaged in daily cold calls via telephone and followed up with small business prospects monthly to verify pipeline sufficiency.
- Attained deep and thorough knowledge of company's products and solutions to help accomplish mutual success and partnership between buyer and seller.
Customer Service Representative
Glow Touch
06 2022 - 06 2023
- Complete and report case findings and issues holding back claims processing.
- Collaborated with customers to resolve disputes.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Bank Customer Service Representative
Alorica
07 2023 - 11 2023
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
Lead Night Auditor
White Lodging
07.2024 - 12.2024
- Assessed guest feedback and implemented changes to night audit procedures, enhancing overall satisfaction with the hotel''s services.
- Increased security measures for guest safety by vigilantly monitoring building access points throughout the evening shift.
- Improved team communication, effectively delegating tasks to night staff during busy periods and making necessary changes to checklists for fluency.
- Managed inventory control practices during overnight hours, ensuring proper stock levels for essential items such as linens and toiletries.
- Streamlined nightly operations for improved efficiency with thorough audits and accurate financial reports.
Education
High School Diploma -
Holy Cross High School
San Antonio, TX05.2012
Skills
- Customer focus and adaptability/Social Awareness
- Strong phone/verbal communication skills, Multi-line phones, Retail sales
- Money Handling: Cash, Credit Card/Check, ACH
- Microsoft office, Salesforce, Typing, Data entry, Email communications, and Chat
- Active Listening Skills
- Creative problem solving
Timeline
Lead Night Auditor
White Lodging
07.2024 - 12.2024
Technical Support/Customer Service Representative
Conduit Global- CSR
11 2017 - 04 2019
Customer service Chat
TaskUs
7 2019 - 3 2020
Customer Service Representative
Conduent
10 2020 - 5 2021
SMB Sales Representative
Spectrum
4 2022 - 12 2022
Customer Service Representative
Glow Touch
06 2022 - 06 2023
Bank Customer Service Representative
Alorica
07 2023 - 11 2023
High School Diploma -
Holy Cross High School
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