ANGELINA CERVANTES
Customer Service
Sacramento,CA
Work Preference
Summary
Experienced Customer Service Representative with 7 years of experience working in a variety of busy, fast-paced call centers. Knowledgeable and dedicated customer service professional with extensive experience in contact center industry. Organized and dependable candidate, successful at managing multiple priorities with a positive attitude.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Pro Active Pest Control
06.2024 - 04.2025
- Answer incoming calls and make outbound calls to customers to schedule, confirm and follow up on service appointment
- Monitor, update and maintain customer database with accurate customer information including call details, disposition of calls, payments, and other results
- Contact customers with returned invoices
- Dispatched Pest Control Technicians as necessary
- Scheduling estimates, inspections, setting up new services and callbacks
- Processing and responding to customer emails
Contact Center Service Representative II
Safe Credit Union
11.2022 - 02.2024
- Responsible for handling a variety of customer service calls in a prompt and courteous manner.
- Resolves members questions and problems regarding accounts, payments, products, and services.
- Educate members of current products and services
- Research issues for members to determine where funds and transactions were sent or received.
- Assist members in completing transaction disputes forms.
- Consult with other departments and branches to assist with members’ needs.
- Assist members with establishing with setting up online accounts, and unlocking and resetting passwords.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Service Center Representative
TTEC McClellan Formally FANEUIL McClellan
09.2018 - 11.2022
- A call center contracted through Covered California; assisting customers with health insurance enrollment plans.
- Researching, identifying and providing different health insurance plans available to enrollees.
- Provide quotes, billing information and answer account specific questions and needs for enrollees.
- Providing technical assistance with online services.
- Educated customers/enrollees on company systems, form completion and access to services.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
TeleDirect
12.2016 - 09.2018
- Handled high volume calls for a variety of clients to accept orders for products, track and confirm orders, set reservations, appointments and taking donations.
- Prepared and relayed memos and emails between clients and customers at customers request.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Variety Clerk
WINCO FOODS SACRAMENTO
08.2016 - 12.2016
- Stocked products, maintained isles and assisted the public as needed.
Education
General Education
SACRAMENTO CITY COLLEGE
Sacramento, CASkills
- Microsoft Word
- Microsoft Excel
- File and Database Management
- Call Center Operations
- Professional Telephone Demeanor
- Billing Inquiries
- Customer Complaint Resolution
- Self-Motivated
- Attention to Detail
- Active Listening
- Dependable and Responsible
- Multitasking Abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative
Pro Active Pest Control
06.2024 - 04.2025
Contact Center Service Representative II
Safe Credit Union
11.2022 - 02.2024
Service Center Representative
TTEC McClellan Formally FANEUIL McClellan
09.2018 - 11.2022
Customer Service Representative
TeleDirect
12.2016 - 09.2018
Variety Clerk
WINCO FOODS SACRAMENTO
08.2016 - 12.2016
General Education
SACRAMENTO CITY COLLEGE
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