Gloria Llamas
Topeka,KS
Summary
Dedicated Customer Service Representative with a strong background in enhancing customer satisfaction and fostering client relationships. Skilled in building rapport and collaborating effectively within teams to drive company success. Committed to cultivating partnerships and contributing to business growth.
Overview
19
19
years of professional experience
Work History
Customer Service Representative/Administrative Clerk
Terminix Pest Control
Topeka, KS
05.2021 - Current
- Managed customer accounts, processing credits and write-offs per company policies.
- Maintained comprehensive records of financial adjustments and account updates.
- Handled incoming calls and emails, delivering frontline customer support to ensure satisfaction.
- Responded to inquiries with accurate account information to enhance customer experience.
- Assisted with billing questions and processed payments to streamline account management.
- Executed basic bookkeeping tasks, including reconciliation of accounts receivable and payable.
Customer Service Representative
Schendel Pest Control
Topeka, KS
03.2018 - 06.2020
- Handled incoming calls and emails, delivering frontline customer support to enhance customer satisfaction.
- Responded to customer inquiries, providing accurate information regarding accounts to ensure informed decision-making.
- Assisted customers with billing questions and processed payments, facilitating timely account management.
Administrative Assistant
Jetz Services
Topeka, KS
01.2016 - 03.2018
- Prepared reports, memos, and documents to facilitate informed decision-making
- Sorted and distributed incoming mail, faxes, and courier deliveries to ensure timely communication
- Prepared and distributed outgoing faxes, mail and courier parcels
- Redistributed incoming general e-mails to the appropriate staff member
- Ensured basic supplies always available while purchasing, receiving and storing
- Coded and filed material according to the established procedures
- Updated and ensured the accuracy of the organization's databases
- Provided comprehensive secretarial and administrative support to management and staff to enhance operational efficiency
- Responded to incoming calls from customers and technical staff
Customer Service Manager (CSM)
ACE Cash Express Inc.
Topeka, KS
07.2014 - 01.2016
- Processed customer deposits, withdrawals, and payments.
- Supported store sales team by identifying customer needs and promoting relevant offers, enhancing customer engagement.
- Referred customers with financial problems to other colleagues for assistance.
- Followed store procedures when performing transactions.
- Controlled and monitored the levels of cash in the teller drawer and followed all check cashing and cash handling procedures.
- Addressed demanding customers with tact and efficiency, resolving issues to maintain positive customer relationships.
- Adhered to all store security, audit, and compliance requirements.
- Promoted additional store services during sales interactions, contributing to overall customer satisfaction.
- Reported any suspicious customer activity to store DM.
- Addressed customers by name with a smile and direct eye contact.
- Opened new customer accounts.
Debt Collection Specialist
Berlin Wheeler
Topeka, KS
05.2009 - 08.2014
- Assisted customers with bills and established payment arrangements to address outstanding debt
- Collected payments on accounts through inbound and outbound calls, ensuring timely resolution of debts
- Maintained accurate records of all collections activities and progress.
- Developed and implemented strategies for collecting past due payments, reducing potential losses on bad debts
Manager/Incentives Manager/Team Leader
Alorica
Topeka, KS
02.2007 - 04.2009
- Managed call center bonus program, incentivizing agents to achieve performance targets.
- Led team of agents in providing customer service to clients and resolving issues.
- Monitored call center performance metrics, such as average handle time and first-call resolution rates.
- De-escalated calls for agents that were having a problem assisting the customer.
- Assisted customers with inquiries about phones, services, and billing to enhance satisfaction.
- Established new service accounts for Sprint customers at the retail location.
- Processed payments and established arrangements for customers at risk of service interruption to maintain account continuity.
Education
High School Diploma -
KAW AREA TECH SCHOOL
Topeka, KS05-1993
Skills
- Communication
- Active listening
- Empathy
- Conflict resolution
- Problem solving
- Adaptability
- Resourcefulness
- Tenacity
- Patience
- Technical knowledge
- Positive attitude
Timeline
Customer Service Representative/Administrative Clerk
Terminix Pest Control
05.2021 - Current
Customer Service Representative
Schendel Pest Control
03.2018 - 06.2020
Administrative Assistant
Jetz Services
01.2016 - 03.2018
Customer Service Manager (CSM)
ACE Cash Express Inc.
07.2014 - 01.2016
Debt Collection Specialist
Berlin Wheeler
05.2009 - 08.2014
Manager/Incentives Manager/Team Leader
Alorica
02.2007 - 04.2009
High School Diploma -
KAW AREA TECH SCHOOL