ITZEL PUENTES
Houston
Summary
Dedicated customer service specialist with a proven ability to prioritize and multitask effectively in fast-paced working environments. Collaborative team player focused on achieving personal and business goals. Recognized for exceptional skills in handling escalated customer support issues, ensuring customer satisfaction, and efficiently resolving challenges.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Federal Emergency Management Agency, FEMA
09.2024 - Current
Customer Service Specialist
USCIS, U.S. Citizenship Immigration Services
01.2023 - 02.2024
- Maintain customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
- Monitored call center queues daily in order to respond promptly to customer inquiries.
Administrative Assistant
RIZ ENERGY
06.2021 - 12.2022
- Provided administrative support to the executive team, including scheduling meetings and managing calendars
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
CUSTOMER SERVICE REPRESENATIVE
DialAmerica Call Center Agent
08.2019 - 06.2021
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Answered incoming customer inquiries regarding product and service information.
Education
ASSOCIATE OF ARTS - GENERAL STUDIES
San Jacinto College District
Houston, TXSkills
- Active listening
- Data entry
- Customer service
- De-escalation techniques
- Case information confidentiality
- Problem-solving
Additional Information
Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Federal Emergency Management Agency, FEMA
09.2024 - Current
Customer Service Specialist
USCIS, U.S. Citizenship Immigration Services
01.2023 - 02.2024
Administrative Assistant
RIZ ENERGY
06.2021 - 12.2022
CUSTOMER SERVICE REPRESENATIVE
DialAmerica Call Center Agent
08.2019 - 06.2021
ASSOCIATE OF ARTS - GENERAL STUDIES
San Jacinto College District
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