Irma Perez
Houston
Summary
Dynamic Customer Service Representative with a proven track record at CenterPoint, excelling in problem resolution and customer relations. Bilingual in English and Spanish, I enhanced customer satisfaction through effective communication and critical thinking. Recognized for meeting call quality standards and improving service delivery processes, ensuring timely and accurate account management.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
CenterPoint
10.1982 - 10.2011
- Assisted customers with inquiries and resolved issues efficiently.
- Learned company policies and procedures to provide accurate information.
- Utilized customer relationship management systems for tracking interactions.
- Collaborated with team members to enhance service delivery processes.
- Delivered exceptional bilingual customer support, resolving inquiries and issues effectively.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with team members to enhance service protocols and improve response times.
- Utilized software to track interactions and maintain comprehensive customer records.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Met all call quality standards and daily quotas for first-call resolution.
Education
High School Diploma -
Edgewood High School
San Antonio, TXSkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Computer proficiency
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Paperwork processing
- Appointment scheduling
- Team development
- Administrative support
- Data collection/entry
- Staff training
Timeline
Customer Service Representative
CenterPoint
10.1982 - 10.2011
High School Diploma -
Edgewood High School
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