Irish Cantu
Brownsville,TX
Summary
Dynamic customer service supervisor skilled in resolving complex inquiries and training new staff to elevate service quality. Demonstrated ability to monitor team performance and implement feedback strategies that drive customer retention and satisfaction. Committed to achieving departmental goals through effective conflict resolution and team leadership.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor (Remote)
Conduent
Brownsville, Texas
01.2023 - 06.2025
- Resolved complex customer inquiries and complaints, enhancing customer satisfaction.
- Trained new staff on customer interaction protocols and service techniques, improving service delivery.
- Supervised daily customer service operations and ensured compliance with company policies.
- Monitored team performance and provided constructive feedback, fostering a culture of continuous improvement.
- Developed training materials to enhance team performance and service quality.
Customer Service Representative
Majorel
Brownsville, TX
08.2021 - 08.2022
- Conducted outbound calls to gather essential account information for effective service delivery.
- Utilized probing questions to identify service needs and accurately recorded information in electronic systems.
- Resolved customer complaints and queries efficiently, expediting problem resolution processes.
Customer Service Representative
AppleOne
Brownsville, TX
06.2020 - 03.2021
- Provided fast, friendly, and knowledgeable service for resolving routine questions and service complaints.
- Answered inbound calls and efficiently directed inquiries to appropriate individuals or departments.
- Collected preferred appointment times from veterans to facilitate scheduling. or days for the veteran to get properly assessed to the correct appointment.
Sales Associate
Metro by T-Mobile
Brownsville, TX
11.2019 - 04.2020
- Assisted customers by providing detailed information over phone inquiries.
- Created a welcoming environment to enhance customer experience while selecting products.
- Facilitated customer account openings and payment transactions.
Customer Service Representative
Teleperformance USA
Brownsville, TX
01.2018 - 05.2019
- Guided customers in choosing suitable insurance options to enhance their understanding and satisfaction.
- Explained billing procedures, processed payments, and assisted in setting up payment options to ensure smooth transactions.
- Activated customer accounts to facilitate enrollment in preferred insurance and medical providers, improving access to services.
Education
High School Diploma -
Homer Hanna High School
Brownsville, TXLicense Dental Assisting -
South Texas Vo-Tech Institute
Brownsville, TXSkills
- Staff training
- Performance monitoring
- Communication strategies
- Team leadership
- Conflict resolution
Timeline
Customer Service Supervisor (Remote)
Conduent
01.2023 - 06.2025
Customer Service Representative
Majorel
08.2021 - 08.2022
Customer Service Representative
AppleOne
06.2020 - 03.2021
Sales Associate
Metro by T-Mobile
11.2019 - 04.2020
Customer Service Representative
Teleperformance USA
01.2018 - 05.2019
High School Diploma -
Homer Hanna High School
License Dental Assisting -
South Texas Vo-Tech Institute