Gisselle Lazo
Pharr,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Charter Spectrum
03.2022 - Current
- Managed customer inquiries with professionalism, providing detailed information about products and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Monitored service quality metrics, identifying areas for improvement and implementing necessary changes.
- Maintained composure during high-stress situations, effectively de-escalating conflicts and disputes and providing satisfactory resolutions for both customer and the company.
- Provided mentoring to new hires, contributing to their successful integration into the company.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Senture
03.2021 - 03.2022
- Delivered exceptional customer service by efficiently coordinating and scheduling appointments.
- Resolved technical issues reported by customers, ensuring minimal disruption to online usage.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Office Administrator
Lazo Transport
10.2019 - 03.2021
- Executed data entry tasks with precision, maintaining accurate records for office operations.
- Managed document filing systems, enhancing accessibility for team members.
- Assisted in preparing financial reports, contributing to accurate budgeting and forecasting.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
Education
No Degree - Criminal Justice
The University of Texas Rio Grande Valley
Edinburg, TXNo Degree - Criminal Justice
South Texas College
McAllen, TXHigh School Diploma -
PSJA North Early College High School
Pharr, TXSkills
- Customer service
- Active listening
- Critical thinking
- Payment processing
- Problem resolution
- Call center experience
- Complaint handling
- Client relations
- Customer satisfaction measurement
Accomplishments
- Recognized as Bronze Award Winner on two separate occasions
- Selected to participate in a mentorship program in recognition of consistently high performance metrics
- Handled large call volumes each day while maintaining quality customer service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Charter Spectrum
03.2022 - Current
Customer Service Representative
Senture
03.2021 - 03.2022
Office Administrator
Lazo Transport
10.2019 - 03.2021
No Degree - Criminal Justice
The University of Texas Rio Grande Valley
No Degree - Criminal Justice
South Texas College
High School Diploma -
PSJA North Early College High School