Javier Guerrero

Customer Service Representative

- Microsoft / H&R Block

• Assisted customers with inquiries, complaints, and service requests in both English and Spanish

• Managed a high volume of calls and emails while maintaining quality and accuracy

• Demonstrated professionalism and empathy in all interactions

• Supported teammates by handling overflow work and training new staff

Customer Service Representative – AT&T Call Center

• Supported customers with billing inquiries, service issues, and technical troubleshooting.

• Guided customers through account updates, plan changes, and equipment setup.

• Notated accounts accurately while managing multiple systems and assisting customers in real time.

• Met or exceeded performance metrics including call handling time, customer satisfaction, and accuracy.

• Provided bilingual support to English and Spanish-speaking customers.

Customer Service Representative – EyeMed Vision Care

Remote / Mission, TX

• Assist customers with questions about their vision insurance benefits, coverage, and provider network.

• Help members locate participating eye care providers and optical retailers for glasses and contact lenses.

• Handle billing inquiries and process adjustments as needed.

• Follow strict HIPAA regulations to protect patient privacy and sensitive information.

• Multitask between phone systems, email, and call documentation during high call volumes.

• Maintain a professional and empathetic tone to ensure a positive customer experience.

Collections Representative – Bank of America

McAllen, TX

• Contacted customers with delinquent accounts to discuss payment options and bring accounts current.

• Assisted customers with setting up payment plans, settlements, or alternative payment arrangements.

• Provided accurate and detailed information regarding account balances, due dates, and payment methods.

• Maintained confidentiality and handled all customer information according to company policy and federal financial regulations.

• Documented all customer interactions and payment agreements in the system with precision.

• Met or exceeded daily and monthly performance goals for call handling, collections, and customer satisfaction.

• Delivered bilingual support to both English- and Spanish-speaking customers.