Larisa Elizondo
Overview
13
13
years of professional experience
Work History
Advisor II, Blended Support
Concentrix
01.2024 - Current
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain broad knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
Synchronous Scorer - English Language Arts
Pearson VUE
06.2023 - 08.2023
- Maintained compliance with test center policies, practices and procedures.
- Leveraged computers to evaluate student assignments, papers, and course work.
Private Elderly Caregiver
Private (Senior Citizen)
04.2016 - 12.2022
- Assisted disabled client to support their independence and well-being.
- Maintained a clean, safe, and well-organized patient environment.
- Offered companionship and kindness to elderly client.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare team well-informed.
- Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
- Provided compassionate and patient-focused care to cultivate well-being.
Social Media Moderator (Remote)
Lionbridge
09.2018 - 04.2019
- Reviewed, classified, or eliminated highly sensitive content uploaded by users to meet defined social media parameters.
- Remained up-to-date on workflow changes, operational guidelines, and community standards to implement approved policies.
- Complied with corporate confidentiality policies and handled customer information appropriately to guarantee information security.
Customer Service Representative (Technical Support)
Charter Communications
09.2017 - 03.2018
- Managed high levels of call flow and responded to customer technical support needs.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions.
- Resolved diverse technical issues across multiple systems and applications for mixed-service customers.
- Translated complex technical issues into digestible language for non-technical users.
Fraud Investigator
Chase Bank
04.2016 - 11.2016
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Responded to customer calls and emails to answer questions about accounts and services.
Quality Assurance Analyst (MSR III)
Xerox Business Services
06.2013 - 04.2016
- Screened incoming and outgoing calls to ensure adherence to policies and procedures.
- Developed, implemented and analyzed customer satisfaction surveys for improved insight.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by developing training programs to support operational best practices.
- Led weekly QA meetings with client to evaluate progress and implement continuous quality improvement.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
AVID Tutor
Harlandale ISD
08.2011 - 05.2012
- Encouraged students to develop perseverance mindset while teaching long-term visualization of success.
- Guided students through skillset self-discovery to navigate career and college decision processes.
- Served as academic and social resource for high school and middle school students, leading writing process improvements, study skills, note-taking, test-taking skills and overall stress management.
- Conducted private and group instruction to improve academic performance, enhance occupational skills and prepare for standardized tests.
Education
Bachelor of Arts - Sociology; Minor in Psychology
Texas A&M University
San Antonio06.2017
Timeline
Advisor II, Blended Support
Concentrix
01.2024 - Current
Synchronous Scorer - English Language Arts
Pearson VUE
06.2023 - 08.2023
Social Media Moderator (Remote)
Lionbridge
09.2018 - 04.2019
Customer Service Representative (Technical Support)
Charter Communications
09.2017 - 03.2018
Private Elderly Caregiver
Private (Senior Citizen)
04.2016 - 12.2022
Fraud Investigator
Chase Bank
04.2016 - 11.2016
Quality Assurance Analyst (MSR III)
Xerox Business Services
06.2013 - 04.2016
AVID Tutor
Harlandale ISD
08.2011 - 05.2012
Bachelor of Arts - Sociology; Minor in Psychology
Texas A&M University
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