Summary
Overview
Work History
Education
Skills
Timeline
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GILBERT VALDIVIA

El Paso,TX

Summary

Experienced Customer Service Representative skilled in conflict resolution, time management, and communication. Known for handling escalated customer support issues and maintaining high productivity in fast-paced environments. Successfully led customer support teams and developed service procedures to enhance customer satisfaction. Eager to leverage these skills to contribute to a customer-focused organization.

Overview

6
6
years of professional experience

Work History

CSR

Maximus
El Paso, US
09.2023 - Current
  • Led on- and off-site customer support teams across multiple time zones, improving response times and customer satisfaction
  • Assisted in the development of customer service procedures and policies, enhancing service efficiency and consistency
  • Ensured quality control and eliminated downtime, maximizing revenue and improving operational efficiency
  • Adhered to company's established protocols for handling confidential data, ensuring regulatory compliance and data security
  • Assisted customers with product selection based on their needs and preferences
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly
  • Ensured compliance with applicable laws and regulations for provision of services
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Met and exceeded productivity targets by handling every interaction with excellent customer service

CUSTOMER SERVICE REPRESENTATIVE

Qualfon Usa Central
El Paso, US
09.2022 - 07.2023
  • Interacted with customers to gather data, understand their needs, and provide quick solutions, enhancing customer satisfaction
  • Provided each customer with exceptional service by listening to their concerns and answering their questions
  • Maintained a high level of professionalism and calmness with all personnel even in high-stress situations
  • Resolved customer issues and made recommendations, improving customer satisfaction and retention
  • Conducted online troubleshooting to resolve technical issues, enhancing customer experience and reducing downtime
  • Communicated with customers over the phone or in person to provide product or service information, take or enter orders, cancel accounts, or obtain information about complaints, resulting in improved customer satisfaction
  • Provided excellent customer service by resolving issues quickly and effectively, leading to increased customer loyalty and satisfaction
  • Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions

CUSTOMER SERVICE REPRESENTATIVE

Alorica El Paso East
El Paso, US
02.2022 - 08.2022
  • Resolved conflicts and complaints using effective communication and problem-solving skills, ensuring customer satisfaction
  • Provide excellent customer service by resolving issues quickly and effectively
  • Provided primary customer support to internal and external customers in a fast-paced environment
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas
  • Responded to end-user support requests and patiently guided people through basic troubleshooting tasks
  • Explained technical information to non-technical people in plain English, improving customer understanding and satisfaction
  • Streamlined repair processes and updated procedures, ensuring consistent support actions and enhancing service efficiency

COOK/CASHIER

Popeyes Louisiana Kitchen
El Paso, US
05.2019 - 05.2021
  • Informed guests about daily specials and menu options, allowing them to make informed decisions about appetizers, entrees, and desserts
  • Monitored inventory levels and sales transactions to ensure accurate stock management and efficient service
  • Closed down the kitchen and followed the closing checklist for the kitchen stations after each shift
  • Followed all safety procedures and protocols when using equipment and moving hazardous chemicals to avoid mishaps and accidents
  • Kept the kitchen clean and sanitary by sanitizing the counters, mopping the floors, and cleaning all workstations
  • Memorized new menu items and ingredients to assist customers in selecting items that met their needs and preferences, enhancing customer satisfaction

Education

Diploma -

Americas High School
El Paso, TX
01.2020

Skills

  • Self-motivated
  • Creative problem-solving
  • Account management
  • Quick learner
  • Customer service
  • Computer proficient
  • Data entry
  • Conflict resolution
  • Regulatory compliance
  • Sales techniques
  • Call center experience
  • Customer focus

Timeline

CSR

Maximus
09.2023 - Current

CUSTOMER SERVICE REPRESENTATIVE

Qualfon Usa Central
09.2022 - 07.2023

CUSTOMER SERVICE REPRESENTATIVE

Alorica El Paso East
02.2022 - 08.2022

COOK/CASHIER

Popeyes Louisiana Kitchen
05.2019 - 05.2021

Diploma -

Americas High School

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GILBERT VALDIVIA