Jerolyn Cassandra Soria
Brownsville,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Advanced Call Center Technologies LLC
Harlingen, TX
05.2023 - Current
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Led on- and off-site customer support teams across multiple time zones.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Excelled in exceeding daily credit card application goals.
- Collected deposits or payments and arranged for billing.
- Mentored junior team members and managed employee relationships.
Senior advisor
Kelly services
Harlingen, TX
08.2020 - 01.2022
- Providing a de-escalation path for advisors when needed
- Overseeing peer feedback for improvements of the escalating advisor
- Assisted with service levels
- Provided technical support to customers over the phone or in person.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Provided technical support to customers over the phone and in person for Apple products.
- Assisted customers in completing paperwork necessary for refunds.
Customer service advisor
Conduent
Brownsville , TX
08.2018 - 04.2020
- Company Overview: Remote
- Assisted with troubleshooting Mac OS computers providing and resolving billing customer inquiries
- Remote
- Audited customer account information to identify issues and develop solutions.
- Provided technical support to customers over the phone or in person.
- Answered user inquiries to resolve computer software or hardware operation problems.
Customer service representative
MAXIMUS Federal Services
Brownsville, TX
09.2015 - 09.2017
- Answer customer telephone calls regarding a variety of issues while doing it in a timely professional manner
- I assisted multiple projects and adapted quickly to the trainings that took place
- I was given recognition on multiple occasions by members of leadership, consumers, and veterans for my job performance and soft skills
- I received plenty of KUDOS after being part of a specialty team where I handled escalated calls and faxed important documents over to the callers while protecting personal identifiable information (PII)
- I was selected multiple times among my leadership peers to assist in the development of the new hire CSRs while they handled their first calls
- Projects Assisted
- The Affordable Care Act (Obama Care)
- The Veterans Choice Program
Customer service representative
Advanced Call Center
Harlingen, TX
09.2014 - 02.2015
- Fraud Specialist
- Customer Claims
- Fraud prevention specialist for Bank of America, and the E-Commerce Team
- Experian & public records were tools that were provided to identify the identity of the caller
Education
Certificate -
Texas State Technical College
Harlingen, TX04.2016
High School -
Harlingen North High School
Harlingen, TX01.2014
Skills
- Insurance
- Banking
- Technology
- Claims questions
- Conflict resolution expert
- Energetic work attitude
- Sharp problem solver
- Advanced skills using Microsoft Office
- Mac OS specialist
- Payment plans
- Loan processing
- Application processes
- Investigative tools
- Fraud prevention strategies
Languages
Spanish
Native/ Bilingual
Certification
- Minnesota licensed agent
Accomplishments
- Highest bonus award for peak season
- Lowest average handle time award
References
References available upon request.
Timeline
Customer Service Representative
Advanced Call Center Technologies LLC
05.2023 - Current
Senior advisor
Kelly services
08.2020 - 01.2022
Customer service advisor
Conduent
08.2018 - 04.2020
Customer service representative
MAXIMUS Federal Services
09.2015 - 09.2017
Customer service representative
Advanced Call Center
09.2014 - 02.2015
Certificate -
Texas State Technical College
High School -
Harlingen North High School