Frank Vasquez
Pueblo,CO
Summary
Dynamic customer service professional with extensive experience at Concentrix, adept at resolving complex issues with empathy and efficiency. Proven track record in enhancing customer satisfaction through exceptional service and strong product knowledge. Skilled in managing high-stress situations while adhering to best practices, fostering loyalty and repeat business.
Offering strong organizational and problem-solving abilities, eager to learn and develop in customer-oriented environment. Brings keen understanding of customer service dynamics and effective communication techniques. Ready to use and develop interpersonal and administrative skills in Front Desk Customer Service Representative role.
Attentive Customer Service Representative with 20 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Overview
20
20
years of professional experience
Work History
Customer Service
Concentrix
12.2020 - 08.2025
- Developed a deep understanding of customer service principles and customer service best practices.
- Managed high call volume while maintaining excellent customer service standards.
- Personalized customer service guidelines and performance measures specific to branch.
- Provided exceptional customer service with timely communication regarding delivery statuses.
- Resolved guest inquiries punctually and politely for professional customer service.
- Provided exceptional customer service, resolving complaints and answering queries promptly.
- Confirmed excellent customer service by quickly resolving customer concerns.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Customer Service Representative
Iqor
03.2018 - 06.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Patient Care Advocate
Express Scripts
03.2014 - 06.2017
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Resolved problems with communication and billing to foster seamless services.
- Actively participated in ongoing professional development opportunities to stay current on best practices and emerging trends in patient care advocacy.
- Monitored progress and documented patient health status changes to keep care team updated.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved customer complaints using established follow-up procedures.
Customer Service Representative
AT&T Mobility
02.2006 - 11.2013
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Education
No Degree - Business Administration
National College of Business
Colorado Springs, COSkills
- Customer service training
- Customer service best practices
- Customer service and support
- Providing customer service
- Roadside customer service
- Adherence to high customer service standards
- Exceptional customer service
- Inbound customer service
- Pharmacy customer service
- Healthcare customer service
- IT customer service
Timeline
Customer Service
Concentrix
12.2020 - 08.2025
Customer Service Representative
Iqor
03.2018 - 06.2020
Patient Care Advocate
Express Scripts
03.2014 - 06.2017
Customer Service Representative
AT&T Mobility
02.2006 - 11.2013
No Degree - Business Administration
National College of Business
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