Julia Smith
San Antonio,TX
Summary
High-energy bilingual sales and customer relations professional adept at effectively communicating with diverse individuals and negotiating successful solutions. Committed to providing exceptional support and consistent level of customer service. Leveraging expertise in multiple fields to creatively develop robust solutions that enhance loyalty, drive retention, and support revenue objectives. Personable and dedicated Customer Service Representative with a solid team player attitude. Excels at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Articulate, enthusiastic, and result-oriented. Passionate about building relationships, cultivating partnerships, and driving business growth.
Overview
8
8
years of professional experience
Work History
Corporate Customer Service Representative
ICSolutions
03.2024 - 08.2025
- Collaborated on initiatives focused on optimizing organizational operations to improve client service delivery.
- Enhanced efficiency in handling incoming requests to improve customer satisfaction and reduce response times.
- Directed management of high-volume corporate accounts to enhance client relationships and service quality.
- Improved customer satisfaction by proactively managing and resolving intricate corporate inquiries to ensure client needs are met.
- Partnered with cross-functional teams to resolve customer concerns and elevate overall service standards.
- Facilitated customer communication by providing detailed information on products and services to enhance satisfaction.
- Managed customer inquiries and complaints to enhance satisfaction and loyalty.
- Facilitated customer satisfaction by responding to inquiries and offering personalized solutions to meet specific needs.
- Embraced rapid change with a proactive approach to maintain operational efficiency.
- Fostered empathetic connections with clients to enhance service delivery and exceed established goals.
Customer Service Representative
TenderHeart Health Outcomes
10.2023 - 03.2024
- Oversaw customer order management and addressed service-related issues.
- Guided customers through product selection, ordering, billing, returns, exchanges, and technical support processes.
- Confirmed customer details and insurance paperwork to facilitate order fulfillment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Office Manager
Citiscapes
08.2022 - 10.2023
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Developed website architecture and user interface design.
- Developed high quality responsive designs that are compatible with all devices.
- Organized and labeled digital images according to client specifications.
- Prepared proofs for clients to review and select final images.
- Reviewed contracts with clients prior to beginning any project to ensure all requirements were met.
- Photographed special events, parties and portraits.
- Collaborated successfully with various personalities and work styles.
- Greeted customers, provided information about products and services.
- Processed payments for purchases using cash, credit cards or other payment methods.
Customer Service Representative
TaskUs
03.2022 - 08.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate upset customers during telephone interactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Sales Representative
Spirit Halloween Store
09.2021 - 11.2021
- Monitored customer order process and addressed customer issues.
- Improved overall customer purchasing experiences to promote steady revenue.
- Created and implemented store displays, promoting sales and growth.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Developed key customer relationships to increase sales.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Operated cash register, collected payments, and provided accurate change.
- Answered customer questions, shared product knowledge and researched pricing and availability.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Stayed up to date on company products and services to support sales objectives.
Customer Service Representative
Johnson Bros Bakery Supply
07.2019 - 03.2022
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming telephone calls to provide store, products, and services information.
- Made outbound calls to obtain account information.
- Upsold products and services to address customer needs and maximize sales.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Trained new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements for customer information.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Exceeded company productivity standards on consistent basis.
Customer Service Representative
ICS Solutions
04.2017 - 07.2019
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Upheld privacy and security requirements for customer information.
- Executed on-time and under-budget project management to resolve complex issues.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Answered inbound calls, chats and emails to facilitate customer service.
- Explained benefits, features and recommendations to maximize client retention.
- Answered incoming telephone calls to provide store, products, and services information.
- Made outbound calls to obtain account information.
- Troubleshot shortages and overages to support quality control efforts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
High School Diploma -
Academy of Creative Education
3736 Perrin Central Blvd San Antonio, TX 7821712.2011
Skills
- Account Management
- Customer Needs Assessment
- Processing Payments
- Problem Solving
- Reliable and Trustworthy
- Self-Motivated
- Fluent in Spanish
- Call center experience
- Complaint handling
- Assertiveness
- Multitasking and organization
- Team collaboration
- Relationship building
- Microsoft Excel
- Computer proficiency
- Microsoft outlook
- Professional telephone demeanor
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Corporate Customer Service Representative
ICSolutions
03.2024 - 08.2025
Customer Service Representative
TenderHeart Health Outcomes
10.2023 - 03.2024
Office Manager
Citiscapes
08.2022 - 10.2023
Customer Service Representative
TaskUs
03.2022 - 08.2022
Sales Representative
Spirit Halloween Store
09.2021 - 11.2021
Customer Service Representative
Johnson Bros Bakery Supply
07.2019 - 03.2022
Customer Service Representative
ICS Solutions
04.2017 - 07.2019
High School Diploma -
Academy of Creative Education