Kathy Flores
Phoenix,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Customer Support Analyst
Southwest Gas
Phoenix, AZ
07.2022 - 02.2025
- Answered support calls and emails from corporate customers needing assistance with online help/ My account
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Responded to customer inquiries via phone and email effectively.
- Assisted customers in troubleshooting service-related issues promptly.
- Documented customer interactions in the support ticketing system accurately.
- Collaborated with technical teams to resolve complex service problems.
- Educated customers on utility services and billing processes clearly.
- Mentored new hires on customer support procedures and best practices.
- Identified customer needs and provided solutions in a timely manner.
- Answered support calls and emails from corporate customers needing assistance with products.
- Performed data entry tasks for customer support requests.
- Monitored incoming emails and phone calls from customers seeking help or information about products and services offered by the company.
Member Service Representative
State Of Arizona Department Of Administration
Phoenix, AZ
02.2008 - 07.2019
- Completed transactions for membership renewals and extensions.
- Offered exceptional customer service to differentiate and promote company brand.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Processed cash and check deposits every day.
- Answered member questions about products and services.
- Reviewed new account applications to verify eligibility of prospective members.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Presented and explained services and products to meet member needs.
- Audited customer account information to identify issues and develop solutions.
- Supported sales team members to drive growth and development.
- Provided assistance to clients navigating state services and benefit programs.
- Resolved member concerns effectively through active listening and problem-solving skills.
Education
DYSART HIGH - General Studies
Dysart High School
El Mirage, AZ05.1995
Skills
- Attention to Detail
- Service Schedule Coordination
- Account Administration
- Microsoft Windows and Office
- Customer Service
- Resolving Problems and Incidents
- Interpersonal Skills
- Verbal and Written Communication
- Issue and Resolution Tracking
- Collaborative Team Player
- Customer Service Support
- Multitasking and Prioritization
- Problem-Solving
- Customer Needs Assessment
Timeline
Customer Support Analyst
Southwest Gas
07.2022 - 02.2025
Member Service Representative
State Of Arizona Department Of Administration
02.2008 - 07.2019
DYSART HIGH - General Studies
Dysart High School