Julina Cartagena
San Antonio,TX
Summary
Knowledgable customer service professional with extensive experience at Spectrum, adept at resolving complex issues and enhancing client satisfaction. Proven track record in upselling and optimizing call center operations, while demonstrating exceptional problem-solving and communication skills. Recognized for maintaining professionalism under pressure and exceeding performance metrics consistently.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Spectrum
03.2024 - 03.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Customer Service Representative
OneTouch Direct
02.2023 - 03.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Contents Customer Service Representative
Jenkins Restorations
01.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Veterans Memorial ECR Highschool
San Antonio, TX05-2019
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Call control
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Inbound phone call management
- Customer service optimization
- Sales expertise
- Training experience
- Delivery tracking
- Product upselling
- Inbound call management
- Calm and professional under pressure
- Understanding customer needs
- Problem resolution
- Computer skills
- Teamwork and collaboration
- Remote office availability
Timeline
Call Center Representative
Spectrum
03.2024 - 03.2025
Customer Service Representative
OneTouch Direct
02.2023 - 03.2024
Contents Customer Service Representative
Jenkins Restorations
01.2022 - 01.2023
High School Diploma -
Veterans Memorial ECR Highschool