Kayla Bocanegra
Houston
Summary
Responsive and adaptable customer service team representative attentive to unique needs of individual callers. Friendly Customer Service Representative ready to resolve any problem. Troubleshoots technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls. Competent in meeting quality and performance demands with excellent call control and communication skills. Excels in building trust and rapport to quickly understand requirements and build brand loyalty. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience.
Overview
11
11
years of professional experience
Work History
Bilingual Call Center Representative
LawyerLine
03.2024 - 01.2025
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Resolved complex client inquiries efficiently, reducing average call handling time while ensuring accurate legal service matching
- Documented and managed client information in CRM system, ensuring precise record-keeping and seamless follow-up processes
Call Center Customer Service Representative
Concentrix
08.2019 - 01.2024
- Completed high volume of inbound and outbound calls within deadlines
- Handled high call volume to quickly answer inquiries, update accounts and resolve issues
- Analyzed call volume and average call time to monitor performance and productivity
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Navigated multiple computer applications while conversing with customers
- Handled caller needs for sales, service and account problems
- Resolved customer concerns, following internal database prompts and company scripts
- Met and exceeded assigned goals established by management
- Attended regularly scheduled video conferences for team meetings and one-on-one
Call Center Customer Service Agent
T-Mobile
02.2016 - 01.2019
- Handled high call volume to quickly answer inquiries, update accounts and resolve
- Manage inbound sales inquiries related to products and promotions and quickly establish rapport with customers over the phone
- Regularly exceed targets related to call volume, sales conversion, and customer satisfaction by building relationships with clients
- Performed data entry on customer names, addresses, phone numbers, and credit card details into customer relationship management software
- Took ownership over customer concerns, following issues through to resolution
- Accurately respond to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve customer queries
- Consistently exceeded key performance indicator targets regarding call length, conversion rate, and customer satisfaction
Cashier Team Leader
Heb
01.2014 - 01.2016
- Monitor scheduled in and out times as well as employee breaks to ensure that proper employment laws are met
- Maintained high customer service standards in high-volume, fast-paced environments
- Scan items and process payments via cash and credit card
- Balance cash register with accuracy and efficiency at the end of each shift
- Greet customers and assist them as needed
- Bagged, boxed or wrapped products for customers
Education
Associate Of Science - Psychology
Houston Community College
Houston, Texas05.2021
Skills
- Bilingual Customer Support
- MS Excel
- PowerPoint
- Word
- Time Management
- Performance Goals
- Customer Service and Assistance
- IT Skills
- Problem Solving
- Building Customer Loyalty
- Cross Selling / Up-Selling
- Customer Retention Strategies
Timeline
Bilingual Call Center Representative
LawyerLine
03.2024 - 01.2025
Call Center Customer Service Representative
Concentrix
08.2019 - 01.2024
Call Center Customer Service Agent
T-Mobile
02.2016 - 01.2019
Cashier Team Leader
Heb
01.2014 - 01.2016
Associate Of Science - Psychology
Houston Community College