ISAIAH RUIZ
Dallas,TX
Summary
Experienced call center representative who provides exceptional customer service through active listening and problem solving. Effective at multi-tasking and maintaining a friendly attitude under pressure. Exceptional computer aptitude and telephone etiquette.
Overview
10
10
years of professional experience
Work History
Survey Agent
Brinks Home Security
Grapevine, TX
04.2018 - Current
- Conducted outbound phone surveys with prospective customers to determine level of satisfaction.
- Properly completed surveys before ending each call.
- Analyzed information using guidelines to determine if accounts should be recommended for purchase.
- Entered all necessary data and closed campaigns with proper notations in MAS.
- Entered responses, comments and concerns from customers into Surveyinator.
- Conducted research to solve problems or find missing information.
- Handled basic escalation issue when receiving negative feedback from customers.
- Escalated nonstandard problems to Lead Agent.
- Used strong and eloquent speaking skills in delivering questions to customers by phone and verified responses to complete various types of surveys.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Response Specialist
Sirius XM
Irving, TX
02.2017 - 01.2018
- Contacted 911 to report location of stolen vehicles, auto collisions, and emergency situations.
- Responded to SOS calls from customers in need of police, fire or medical assistance.
- Relayed details and updates of emergency situations to second party online with 911.
- Connected customers to roadside assistance and relayed account information with vehicle location.
- Effectively diffused high tension situations.
- Empathized and acknowledged customer to create trust and loyalty.
- Enhanced customer service by demonstrating concern for customer's safety.
- Effectively and efficiently responded to customer requests in a timely manner.
- Reviewed account information to make appropriate product and service recommendations.
- Educated customers on the value of connected vehicle services and worked to retain customer base.
Customer Service Representative
Fred Loya Insurance
Grand Prairie,, TX
09.2012 - 01.2017
- Sold auto and home insurance products to individuals using consultative selling techniques.
- Calculated quotes and educated potential clients on insurance options.
- Evaluated leads obtained through direct referrals, lead databases and cold calling.
- Finalized sales and collected necessary deposits.
- Collected all premiums on or before effective date of coverage.
- Reported policy changes and company conditions affecting customer satisfaction.
- Addressed and resolved customer complaints empathetically and professionally.
- Built relationships with customers to increase likelihood of repeat business.
- Effectively managed high-volumes of inbound and outbound customer calls.
- Earned management trust by serving as key holder, responsibly opening and closing store.
Education
Associate of Science -
Mountain View College
Dallas, TXSkills
- Committed to maintaining data integrity
- Multi-line phone operation proficiency
- Administrative knowledge
- Self motivated
- Sales experience
- Staff training and development
- Thorough knowledge of MS-Office Suite
- Clear and effective communication
- Goal-oriented
- Fluent in Spanish
Timeline
Survey Agent
Brinks Home Security
04.2018 - Current
Response Specialist
Sirius XM
02.2017 - 01.2018
Customer Service Representative
Fred Loya Insurance
09.2012 - 01.2017
Associate of Science -
Mountain View College
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