Kristen Loredo
San Juan,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Agent
MMC GROUP (Temporary Position)
Edinburg, TX
02.2022 - 04.2022
- Assisted callers with SNAP application statuses
- Assisted transferring to Community Support Services line
- Provided general information regarding public assistance programs and general eligibility criteria
- Provided assistance with application escalations and updating household income and member information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
Workforce Development Specialist I
Texas Workforce Commission, TWC
Mission, TX
07.2019 - 10.2019
- Assisted with job placement
- Assisted with job searches
- Performed General Orientation
- Operated Switchboard
- Submitted faxes on behalf of unemployment beneficiaries
- Sent emails to Supervisor and Center manager regarding task updates
- Assisted Workforce career counselors with sorting faxes received and phone calls/messages.
- Oversaw job seeker aptitude and interest testing, reviewed results with job seekers and presented suitable career alternatives.
- Notified employers and community organizations of workforce development programs and services.
- Administered information and education to community and employers about available programs.
- Hosted job fairs to bring together job seekers and employers.
- Facilitated job seeker interviews with prospective employers, obtained feedback from both parties and adjusted employment strategies.
- Organized job seeker skills and requested employer skills using skill codes for accurate and quick reference.
- Conducted preliminary interviews to determine if prospective employees met employer qualifications and referred eligible applicants to matching opportunities.
- Guided program participants through enrollment processes using one-on-one support.
- Performed complete assessment of job seeker's education, skills and work history to identify detrimental factors.
- Identified career goals and advancement opportunities to enable workers to find success within each individual position.
Customer Solutions Representative
Workforce Solutions
Edinburg, TX
02.2019 - 06.2019
- Assisted with job placement
- Assisted with job searches
- Performed General Orientation
- Operated Switchboard
- Submitted faxes on behalf of unemployment beneficiaries
- Sent emails to Supervisor and Center manager regarding task updates
- Assisted Workforce career counselors with sorting faxes received and phone calls/messages.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Escalated customer issues to management for appropriate action to be taken.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Trained customers on product usage for increased brand loyalty.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Customer Service Representative II
MAXIMUS FEDERAL SERVICE
Pharr, TX
11.2015 - 03.2018
- Assisted Social Security Beneficiaries with Ticket to Work Program information, eligibility and requirements to complete the program
- Assisted with general community support hotlines
- Provided information regarding WIPA and enrollment in WIPA program, also recontact emails to WIPA counselors
- Verified PII from beneficiaries and their representatives.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Psychology
Some College
McAllen, TXHigh school diploma - General Studies
Psja North High School
Pharr, TX06.2007
Bachelor of Arts - Psychology
University Arizona Global Campus
Arizona12.2024
Skills
- Delivery Driver Experience
- Driving
- Load & Unload
- Warehouse Experience
- Merchandising
- Packaging
- Shipping & Receiving
- Food Preparation
- Microsoft Word (10 years)
- Microsoft Excel (10 years)
- Microsoft Outlook (5 years)
- Certifications and Licenses
- Driver's License
- Assessments
- Cleaner fit — Highly Proficient
- November 2022
- Measures the traits that are important for successful cleaners
- Full results: Highly Proficient
- Work style: Reliability — Proficient
- Tendency to be reliable, dependable, and act with integrity at work
- Full results: Proficient
- Customer service — Proficient
- July 2022
- Identifying and resolving common customer issues
- Customer focus & orientation — Proficient
- Responding to customer situations with sensitivity
- Business math — Proficient
- Using basic math to solve problems in a business context
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Creating Accounts
- Customer Service and Assistance
- Document Uploading
- Team Goals
- Navigational Skills
- Documenting Problems
- Call Control
- Strong Telephone Etiquette
- Client Rapport-Building
- Special Requests
- Online Chat
- Client Relationships
- Information Updates
- Portfolio Review
- Understanding Customer Needs
- Customer Retention Strategies
- Livechat Messaging
- Policy and Procedure Adherence
- Cultural Awareness
- Customer Understanding
- Attention to Detail
- Daily Logs
- Data Integrity
Timeline
Customer Service Representative Agent
MMC GROUP (Temporary Position)
02.2022 - 04.2022
Workforce Development Specialist I
Texas Workforce Commission, TWC
07.2019 - 10.2019
Customer Solutions Representative
Workforce Solutions
02.2019 - 06.2019
Customer Service Representative II
MAXIMUS FEDERAL SERVICE
11.2015 - 03.2018
Psychology
Some College
High school diploma - General Studies
Psja North High School
Bachelor of Arts - Psychology
University Arizona Global Campus
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