Gloria Garcia
Customer Advocate
Dallas,TX
Summary
Dedicated customer advocate with over 12 years of experience in enhancing customer satisfaction and resolving complex issues. Proven skills in conflict resolution, effective communication, and relationship building, consistently driving high levels of customer loyalty.
Overview
27
27
years of professional experience
Work History
Customer Advocate
AT&T Fiber/Mobility
Richardson, TX
06.2011 - 05.2023
- Resolved customer inquiries regarding billing and service issues, enhancing overall satisfaction.
- Educated customers on product features and benefits, driving informed purchasing decisions.
- Collaborated with cross-functional teams to streamline service activation processes, improving efficiency.
- Provided feedback to management on customer trends, contributing to strategic decision-making.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Developed strategies for enhancing customer engagement through proactive communication and follow-up initiatives.
- Analyzed customer feedback data to identify areas for service improvement, supporting continuous enhancement initiatives.
- Mentored junior staff on best practices in customer service and conflict resolution techniques.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
- Streamlined communication channels for improved responsiveness to customer inquiries.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Promptly responded to inquiries and requests from prospective customers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
Front Counter Sales/Service
Comcast Cable Company
Richardson, TX
10.1996 - 05.2011
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Justin F Kimball
Dallas, TXSkills
- Customer services
- Data entry
- Educating customers
- Conflict resolution
- Complaint handling
- Customer research
- Service-oriented mindset
- Inbound call management
- Assertiveness
- Persuasive communication
- Retention strategies
- CRM software
- Issue research
- Resolving conflicts
- Consumer research
- Renewal opportunities
- Document review skills
- Billing inquiry resolution
- Team dispatching
- Billing and payments
- Active learning
- Policies and procedures adherence
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Phone etiquette
- Microsoft office
- Call center experience
- Team building
- Stress tolerance
- Self motivation
- Product knowledge
- Interpersonal skills
- Customer relationship management
- Analytical thinking
- Work prioritization
- Market awareness
- Information gathering
- Goal setting
- Professionalism
- Interpersonal communication
- Account reconciliation
- Administrative and office support
- Resourcefulness
- MS office
- Complaint resolution
- De-escalation techniques
- Time management abilities
- Product and service sales
- Adaptability
- Written communication
- Quality assurance
- Professional telephone demeanor
Accomplishments
- Achieved Top 10 Customer Service Award of the year by meeting all monthly goals with accuracy and efficiency 100% QA as well as average call handle time.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Advocate
AT&T Fiber/Mobility
06.2011 - 05.2023
Front Counter Sales/Service
Comcast Cable Company
10.1996 - 05.2011
High School Diploma -
Justin F Kimball