Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Guadalupe Calderon

Dallas,TX

Summary

Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Overview

9
9
years of professional experience

Work History

Contact Center Representative

City of Dallas WIC
Dallas , TX
09.2023 - Current
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Developed and implemented new processes for handling customer inquiries efficiently.
  • Resolved customer complaints in a professional manner.

Customer Service Representative

Octane
Irving, TX
08.2022 - 08.2023
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Especial Education Clerk

Richardson ISD
Richardson, TX
08.2015 - 08.2022
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma -

Macarthur High School
Irving, TX
08.2006

Skills

  • Product Knowledge
  • FLUENT IN Spanish and English
  • Call handling
  • Customer Relationship Management
  • Information Security
  • Report Generation
  • Appointment Scheduling
  • Paperwork Processing
  • Scheduling
  • Data Entry

Languages

Spanish
Professional

Timeline

Contact Center Representative

City of Dallas WIC
09.2023 - Current

Customer Service Representative

Octane
08.2022 - 08.2023

Especial Education Clerk

Richardson ISD
08.2015 - 08.2022

High School Diploma -

Macarthur High School
Guadalupe Calderon