Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Lucero

San Diego,CA

Summary

• Knowledgeable and dedicated customer service professional with extensive experience in a Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing the business

Overview

23
23
years of professional experience

Work History

Customer Service Representative

AT&T Call Center
San Diego, CA
11.2000 - 11.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Associate Of Applied Business - Business Administration

Sacramento City College
Sacramento, CA
05.1991

Skills

  • Customer Service
  • Problem-solving abilities
  • Critical Thinking
  • Conflict Resolution
  • Call center experience
  • Problem Resolution
  • Professional telephone demeanor
  • Call Management
  • Documentation
  • Administrative Support
  • Customer Relationship Management (CRM)
  • Live chat support
  • Project management abilities

Timeline

Customer Service Representative

AT&T Call Center
11.2000 - 11.2023

Associate Of Applied Business - Business Administration

Sacramento City College
James Lucero