Summary
Overview
Work History
Education
Skills
Timeline
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Kassandra Villarreal

Pharr,TX

Summary

Dynamic customer service professional with a proven track record at Teleperformance USA, excelling in problem resolution and active listening. Successfully enhanced service delivery efficiency and boosted customer retention through tailored solutions and strategic follow-ups. Adept at data entry and critical thinking, ensuring consistent and high-quality customer interactions.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Teleperformance USA
McAllen, TX
03.2024 - Current
  • Evaluated documentation for accuracy, identifying discrepancies and potential fraud.
  • Collaborated with internal teams to streamline claims processing workflows.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume email correspondence while maintaining accuracy and attention to detail.
  • Developed and maintained comprehensive case documentation for accuracy and quality assurance.
  • Facilitated communication between clients, providers, and interdisciplinary teams to enhance client outcomes.

Retention Specialist

SelectQuote
Kansas City, KS
08.2021 - 03.2024
  • Executed sales strategies to increase policy enrollment and customer retention.
  • Analyzed client profiles to recommend appropriate coverage options.
  • Conducted follow-ups with applicants to ensure timely completion of enrollment tasks.

Center Supervisor

BPL Plasma
Pharr, TX
08.2018 - 07.2021
  • Adapted to various customer needs by providing tailored solutions and support during interactions.
  • Collaborated with team members to streamline processes, enhancing overall efficiency in service delivery.
  • Assisted customers with inquiries and resolved issues through effective communication strategies.
  • Maintained accurate records of customer interactions to ensure service consistency.

Customer Service Representative

Ticketmaster
McAllen, TX
01.2017 - 07.2018
  • Resolved customer inquiries via phone, chat, and email to enhance satisfaction and loyalty.
  • Mentored junior staff in customer engagement strategies, fostering a collaborative team environment focused on excellence.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

High School Diploma -

PSJA North High School
Pharr, TX

Health Sciences

Brightwood College
McAllen, TX
03.2017

Skills

  • Problem resolution
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Computer proficiency
  • Follow-up skills

Active listening

Critical thinking

Data entry

Problem resolution

Timeline

Customer Service Representative

Teleperformance USA
03.2024 - Current

Retention Specialist

SelectQuote
08.2021 - 03.2024

Center Supervisor

BPL Plasma
08.2018 - 07.2021

Customer Service Representative

Ticketmaster
01.2017 - 07.2018

High School Diploma -

PSJA North High School

Health Sciences

Brightwood College