Summary
Overview
Work History
Education
Skills
Timeline
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Julie Garza

Alice

Summary

Dynamic customer service professional with extensive experience at Alorica, excelling in training and mentoring teams. Proven track record in enhancing customer satisfaction and resolving complex inquiries. Proficient in CRM software and adept at problem-solving, fostering strong relationships that drive loyalty and repeat business. Committed to achieving performance excellence in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Senior CSR

Alorica
08.2020 - 05.2025
  • Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
  • Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Skillfully navigated CRM systems to accurately document all customer interactions, maintaining an up-to-date record of case histories.
  • Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.

Universal Banker Teller /Sales Associate

International Bank of Commerce
01.2019 - 08.2020
  • Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
  • Resolved customer concerns promptly and professionally, fostering trust in the bank''s commitment to quality service.
  • Developed strong relationships with customers by providing personalized service, leading to increased referrals.
  • Supported customers with online banking navigation, ensuring a seamless digital experience for users across platforms.
  • Balanced cash drawers daily, demonstrating accuracy and attention to detail in handling large sums of money.
  • Managed high volumes of transactions while maintaining exceptional speed and accuracy levels.
  • Prevented fraudulent activity by diligently verifying customer identification during account openings or changes in personal information.
  • Handled sensitive customer data securely by adhering strictly to confidentiality policies within the organization.
  • Conducted financial assessments to determine eligibility for loans, credit cards, and other financial products.
  • Contributed to branch success through active participation in sales initiatives and promotional events.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Processed applications for new accounts.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

Education

High School Diploma -

Agua Dulce ISD
Agua Dulce, TX
05-2012

Skills

  • Training and mentoring
  • Call center experience
  • Reporting and analysis
  • Escalation handling
  • CRM software expertise
  • Customer service
  • Problem-solving
  • Multitasking and organization
  • Team collaboration
  • Shipping and receiving
  • Active listening
  • Adaptability and flexibility
  • Money handling
  • Relationship building
  • Microsoft Excel
  • Computer proficiency
  • Data entry
  • Product knowledge
  • Scheduling
  • Stress management
  • Payment processing

Timeline

Senior CSR

Alorica
08.2020 - 05.2025

Universal Banker Teller /Sales Associate

International Bank of Commerce
01.2019 - 08.2020

High School Diploma -

Agua Dulce ISD

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Julie Garza