Jaime Galvan
Weslaco,TX
Summary
To become a part of a successful team where I will be an asset to the company as well as be encouraged to grow in a related field. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Denon/Massimo
Weslaco, TX
01.2024 - Current
- Provided excellent customer service to incoming callers, responding to inquiries and resolving issues.
- Identified potential upsell opportunities during interactions with clients.
- Advised customers on appropriate action needed when faced with difficult situations.
- Developed a thorough understanding of company policies and procedures related to customer service activities.
- Participated in training sessions designed to enhance knowledge base related to products and services offered by organization.
- Explained features and benefits of products or services to customers.
- Assisted customers with account information, billing inquiries, and product and service questions.
- Tracked all customer inquiries from initial contact through resolution ensuring timely follow-up on outstanding items.
- Monitored daily performance metrics such as average speed of answer, abandonment rate.
- Researched complex problems using available resources to resolve customer issues quickly and accurately.
- Implemented strategies for improving customer satisfaction ratings by proactively addressing complaints and concerns in a timely manner.
- Provided feedback about product and service enhancements that would benefit customers.
- Maintained detailed records of customer interactions in customer relations management database.
Credit Consultant
Salelytics
Appleton, WI
01.2022 - 11.2023
- Confirming new business cards for card members
- Provide a personal consultation
- Go over benefits and spending promotions
- General customer service
- Maintenance of profiles
Sales Associate
Verizon
Weslaco, TX
10.2021 - 01.2022
- Assist customers with general questions about device's, plans, and tech support
- Process payments for devices or service plan
Fraud Services
Bank America
Weslaco, TX
08.2020 - 10.2021
- Answer general questions on accounts that have a fraud hold
- Review accounts and find any suspicious activity or fraud
- Make outbound calls to verify account activity
Customer Service Representative
Best Buy
West Hollywood, CA
09.2018 - 08.2021
- Process payments of store cards
- Schedule deliveries and Process online pick up
- Update metrics
- Processing transactionsCustomer Service Manager/Cashier
Customer Service Manager/Cashier
Orchard Supply Hardware
Los Angeles, CA
07.2016 - 09.2018
- Provide register training to new hires
- Provide coachings and feedback to cashiers
- Process transactions and payments of store cards
- Send out daily reports on company metrics
Usher and Cashier
Cinemark
Weslaco, TX
03.2014 - 01.2016
- Maintain cleanliness of auditoriums
- Maintain projectors and media files
- Process payments for concessions and tickets
Sales Secretary
Superior Alarms
McAllen, TX
09.2012 - 07.2013
- Accounting -Ensuring that Sales Representatives get their commission on their sales
- Inbound Customer Service-Assisted customers with rescheduling service calls or processing payments
Customer Service Representative
Convergys
Pharr, TX
08.2011 - 02.2012
- Inbound Retention Specialist
- Up sell products and features
- Technical Troubleshooting
- Renew customer contracts
Education
High School Diploma -
Weslaco High School
Weslaco, TX12.2010
Skills
- Technical Support
- Account Management
- Troubleshooting
- Microsoft Windows
- Help Desk
- Cold Calling
- Appointment Scheduling
- Customer Service
- Email correspondence
- Payment Processing
- Complaint Handling
- Inbound Customer Service
- Order Processing
- Documentation And Reporting
- Customer Relations
- De-Escalation Techniques
- Multitasking
- Call Documentation
- Call Center Operations
- Time management abilities
- Call Metrics
- POS Systems and Ordering Platforms
- Adaptability and Flexibility
- Complaint resolution
- Account updating
- Time Management
- Goal Setting
- Written Communication
Personal Information
Title: Customer Service Representative
Timeline
Customer Care Representative
Denon/Massimo
01.2024 - Current
Credit Consultant
Salelytics
01.2022 - 11.2023
Sales Associate
Verizon
10.2021 - 01.2022
Fraud Services
Bank America
08.2020 - 10.2021
Customer Service Representative
Best Buy
09.2018 - 08.2021
Customer Service Manager/Cashier
Orchard Supply Hardware
07.2016 - 09.2018
Usher and Cashier
Cinemark
03.2014 - 01.2016
Sales Secretary
Superior Alarms
09.2012 - 07.2013
Customer Service Representative
Convergys
08.2011 - 02.2012
High School Diploma -
Weslaco High School
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