Irma Chavira

• Managed high call volumes while providing exceptional customer support.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

• Conducted employee training sessions focused on customer care procedures.

• Communicated with customers regarding account services, statements, and balances.
• Maintained and managed customer files and databases.
• Route calls, emails, and tickets to appropriate back office individuals and groups as needed
• Identify and escalate priority issues
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Utilizing the phone to communication and via email to communicate with customers for load information
• Adding to spreadsheet as needed for loads
• Using client portals to price loads updating gas mileage percentage per week
• Prepared financial invoices with QuickBooks.