Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Flor Garcia

Odessa,FL

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

18
18
years of professional experience

Work History

Senior Customer Service Professional

Verizon Wireless
08.2013 - 10.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Recommended products to customers, thoroughly explaining details.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Coordinated customer service responses for high-value customers with complex issues as leading representative of customer retention team.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests for products, services, and company information.

Financial Services Coordinator

Verizon Wireless
05.2007 - 07.2013
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Entered client details and notes into system for interdepartmental access and review.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.

Senior Sales Associate

Verizon Wireless
06.2005 - 05.2007
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Met or exceeded sales objectives on consistent basis to drive company growth.
  • Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques.
  • Developed sales plans to increase market share, customer base and revenue.
  • Greeted customers and provided product advice to increase sales.
  • Provided exceptional customer service to foster client loyalty and satisfaction.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Participated in store meetings and product training sessions to understand and sell items.
  • Developed and maintained knowledge of current sales and promotions.
  • Assisted in development of monthly sales goals to motivate team and drive business objectives.
  • Kept detailed track of sales and customer information in company system.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Built relationships with customers and community to promote long term business growth.

Education

No Degree - Marketing

Rafael Landivar
Guatemala

Bachelor of Science -

D’antoni School
Retalhuleu, Guatemala
11.1995

Skills

  • Process Optimization
  • Complaint Resolution
  • Technical Support
  • Retail Store Support
  • Problem-Solving Abilities
  • Critical Thinking
  • Computer Proficiency
  • Multitasking
  • Customer Satisfaction
  • Quality Assurance

Languages

Spanish
Full Professional
English
Full Professional

Timeline

Senior Customer Service Professional

Verizon Wireless
08.2013 - 10.2023

Financial Services Coordinator

Verizon Wireless
05.2007 - 07.2013

Senior Sales Associate

Verizon Wireless
06.2005 - 05.2007

No Degree - Marketing

Rafael Landivar

Bachelor of Science -

D’antoni School

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Flor Garcia