Jose Luna
McAllen,TX
Summary
Skill and dedicated individual with proficiency in a wide range of customer service skills demonstrated by over 10 years of experience. Self-motivated, responsible and hardworking individual always looking for opportunities to do better and achieve goals.
Overview
15
15
years of professional experience
Work History
Customer Service Mobile Representative
Charter Communications, Spectrum
McAllen, TX
05.2024 - Current
- Answered incoming calls promptly and professionally within company standards.
- Provided technical support over the phone when needed.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Maintained strong call control and quickly worked through scripts to address problems.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with inquiries regarding products and services through phone.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Identified opportunities to improve customer service processes and procedures.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Attended training sessions regularly to stay current on new products or services.
Sales Agent
Fred Loya Insurance
Hidalgo, TX
10.2017 - Current
- Licensed Agent (Limited Lines).
- Continuously meet sales goals via strategic prospecting.
- Engage positively with each customer, providing professional and polite support for sales and service needs.
- Regularly meet or exceed established sales goals by implementing strategic closing techniques.
- Answer customer questions and respond quickly to problems and complaints in person, on phone and by email.
- Marketing initiatives for new business development.
- Vehicle inspection photos for new businesses and drive-in claims.
- Accept payments and process policy endorsements.
- Run end of day bank deposits.
- Assist in training of new hires on organizational procedures, policies and sales techniques.
- Assisted average of 10 customers per day in finding or selecting policies that best fit their needs.
Sales Agent
Pronto Insurance
Mission, TX
05.2017 - 10.2017
- Regularly met or exceeded established sales goals.
- Engaged positively with each customer, providing professional customer service.
- Answered inbound phone calls, processed payments and policy endorsements.
- Continuously met sales goals via strategic prospecting.
- Maintained attractive merchandise displays to maximize purchases.
- Assisted in training of new hires.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Daily bank deposits.
Cash Wrap Lead
Victoria's Secret
McAllen, TX
03.2010 - 12.2015
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Greeted customers to determine wants or needs, oversee cash wrap customer experience.
- Demonstrated accurate cash handling and sales and managed cash debit and credit transactions.
- Recommended merchandise to customers based on needs and preferences.
- Bagged or packaged purchases and wrapped gifts.
- Exchanged merchandise for customers and accepted returns.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Answered store and merchandise questions and led customers to wanted items.
- Described merchandise and explained use, operation and care.
- Organized store by returning merchandise to proper areas and restocked displays.
- Cleaned shelves, counters and tables to maintain organized store.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- End of day deposit.
Education
Associate of Arts - Business Administration
South Texas College
Mcallen, TX05.2013
High School Diploma -
CBTIS 73
Rio Bravo, Tamaulipas, MX07.2008
BBA - Management
The University of Texas Rio Grande Valley
Edinburg, TXSkills
- Customer service by 10 years of experience
- Proficient with communication technology to an office
- Ability to work well in a team or independently
- Handle simultaneous tasks at once
- Proficient with Microsoft Office
- Adaptable and energetic
- Phone etiquette
- Sales
- Bilingual
- Issue documentation
- Call Control
- Information Verification
- Complaint Handling
- Inbound Call Management
- Inbound Customer Service
- Problem Resolution
- Customer Relations
- Empathetic and genuine
- Call center experience
Languages
English
Spanish
Timeline
Customer Service Mobile Representative
Charter Communications, Spectrum
05.2024 - Current
Sales Agent
Fred Loya Insurance
10.2017 - Current
Sales Agent
Pronto Insurance
05.2017 - 10.2017
Cash Wrap Lead
Victoria's Secret
03.2010 - 12.2015
Associate of Arts - Business Administration
South Texas College
High School Diploma -
CBTIS 73
BBA - Management
The University of Texas Rio Grande Valley