LILIANA RUEDA
Alvin,TX
Summary
Customer Service Agent with a strong work ethic and positive attitude. Highly effective in fast-paced work environments. Hardworking and motivated Customer Liaison manager with 4 years of experience and record of success Energy industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
15
15
years of professional experience
Work History
Customer Liaison Manager
Just Energy
Houston, TX
6 2017 - Current
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Action all incoming and outgoing correspondence (including email,facebook, Google Reviews Trustpilot, letters and faxes) from customers as well as requests
- Guaranteed positive customer experiences and resolved all customer complaints.
- Follow up with customers to address issues within 24 hours of complaint date. Prepare outbound correspondence if unable to reach customer by telephone within 3 attempts.
• Ability to prioritize and complete daily tasks to meet departmental objectives.
- Liaison with other departments to assist with customer resolutions, e.g. Operations, Collections, Sales, etc.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Escalate severe non-compliance issues, issues that require intervention and/or present potential for risk via escalation
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook
• Excellent knowledge of CSIS
• Knowledge of workforce management tools
BROADBAND SUPPORT
Echostar
Alvin, TX
10.2011 - 06.2015
Answered customers’ questions and addressed problems and complaints in via phone. Helped customers select products that best fit their personal needs. Educated customers on product and service offerings. Offered exceptional customer service to differentiate and promote the company brand. Built customer confidence by actively listening to their concerns and giving appropriate feedback. Kept current on market and product trends to effectively answer customer questions. Communicated merchandise needs and issues to appropriate supervisors in a timely fashion.
PAYROLL
TECON
Oklahoma City, Oklahoma City
09.2009 - 03.2010
Managed accounts payable for an organization of 50 personnel. Worked quickly and efficiently, with minimal oversight, to accomplish assigned duties. Accurately processed data, validation and transmission for weekly payrolls. Managed payroll and time and attendance systems. Responded to employee inquiries regarding payroll and timekeeping. Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
Education
High School Diploma -
ALVIN HIGH SCHOOL
ACC
Skills
- Fluent in Spanish
- Proper phone etiquette
- Dedicated team player
- Independent worker
- Screens calls properly
- Resourceful
- Understands grammar
- Accurate and detailed
- Excellent communication skills
- Providing exceptional service for our valued customers
- Cultivate rapport with customers, build relationships and long term customer partnership
- Promoting our products and company
- Handling customers professionally, meeting company and regulatory standards
- Accurately documenting interaction details
- Staying educated on corporate initiatives, market changes and process changes
Accomplishments
Promoted to Advance SUpport after 1 year. Routinely helped as many a as 50 customers each day in a high- call volume call Center. Consistently exceeded daily handle time of calls each day. Received “exceeds expectations” ratings on Yearly performance reviews. Nominated to the Sheila Gizzard award for excellence May 2022 by coworkers.
Timeline
BROADBAND SUPPORT
Echostar
10.2011 - 06.2015
PAYROLL
TECON
09.2009 - 03.2010
Customer Liaison Manager
Just Energy
6 2017 - Current
High School Diploma -
ALVIN HIGH SCHOOL
ACC