Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Spanish
Timeline
CustomerServiceRepresentative

Gerardo Flores

Spokane,WA

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

WAFD Bank
Spokane, Washington
01.2023 - 07.2023
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Made outbound calls to obtain account information.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Lead Customer Service Representative

Ventas Outsourcing
Remote , WA
01.2021 - 01.2022
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Coordinated with other departments to ensure a smooth workflow across all channels of communication.
  • Handled inquiries from customers regarding product information or services offered.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Order Selector

Safeway
Spokane Valley, Wa
07.2016 - 12.2020
  • Confirmed shipments against purchase orders for correctness of items, quantity, and quality.
  • Recorded item numbers and quantities picked on pick sheets or computer terminals.
  • Reported any discrepancies with order fulfillment immediately to supervisor and manager.
  • Received merchandise into warehouse, relocated products using forklifts and pallet jacks and processed orders for shipment.
  • Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.

Warehouse Associate

Caterpillar
Airway Heights, Wa
01.2015 - 06.2017
  • Rapidly assembled large and small orders for shipping to clients and make the necessary manifest and records
  • Used forklift to select orders
  • Processed orders, checked for accuracy and prepared orders for shipping
  • Read computer-generated move tickets, put-away labels and delivery labels to properly move merchandise.
  • Assisted in loading finished goods onto delivery vehicles as required.

Call Center Representative

Sykes
Spokane, Wa
01.2011 - 01.2015
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Sold various products by explaining unique features and educating customers on proper application or usage.

Education

General Studies -

Scc

Skills

  • Teamwork
  • Problem-Solving
  • Customer service
  • Bilingual (English and Spanish)
  • Phone manners
  • Customer Service
  • Quality Assurance
  • Complaint Resolution
  • Product Upselling
  • Sales Closing
  • Call Center Customer Service
  • Sales Expertise
  • Resolving Issues
  • Interpersonal Skills

Personal Information

Date of Birth: 06/03/85

Languages

Spanish
Native/ Bilingual

Spanish

  • Hablo espanol des de que naci, a mis padres solo les hablo en espanol, su idoma nativo.

Timeline

Customer Service Representative

WAFD Bank
01.2023 - 07.2023

Lead Customer Service Representative

Ventas Outsourcing
01.2021 - 01.2022

Order Selector

Safeway
07.2016 - 12.2020

Warehouse Associate

Caterpillar
01.2015 - 06.2017

Call Center Representative

Sykes
01.2011 - 01.2015

General Studies -

Scc

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Gerardo Flores