Guadalupe Gonzalez
Fort Worth
Summary
Experienced Customer Service Representative with 6 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
7
7
years of professional experience
Work History
Call Center Customer Service Representative
AAA Auto Club Group
10.2021 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Supervisor
Legends
01.2019 - 10.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Monitored workflow to improve employee time management and increase productivity.
Sales Manager
Metro By T-Mobile
03.2016 - 01.2019
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
Education
High School Diploma -
Sam Houston High School
Arlington, TX06.2019
Skills
- Database Maintenance
- Information Updates
- Eligibility Determinations
- Good Listening Skills
- High-Volume Environments
- Customer Support
- Detailed Evaluations
- Call Center Operations
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Call Center Customer Service Representative
AAA Auto Club Group
10.2021 - 04.2023
Supervisor
Legends
01.2019 - 10.2021
Sales Manager
Metro By T-Mobile
03.2016 - 01.2019
High School Diploma -
Sam Houston High School
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