Lilliana Hill
Rio Rancho,NM
Summary
I'm currently a customer service representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by providing service-oriented behaviors, understanding customer needs and customizing solutions to build loyalty. Works at a fast pace to meet call time metrics. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
T-Mobile
08.2021 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Technical Support Representative
T-Mobile
02.2016 - 07.2021
- Troubleshooted device and network issues.
- Effective communication skill in probing to find the underlying issues.
- The use of empathy to provide negative feedback.
- Submitted warranty exchange orders when needed.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Human Resources Management
Colorado Technical University
Colorado Springs, CO12.2023
High School Diploma -
Rio Rancho High School
Rio Rancho, NM05.2007
Skills
- Relationship building
- Sales
- Active listening
- Conflict resolution
- Self efficient
- Troubleshooting
- Word/Excel/Powerpoint
- Multi-tasking
Timeline
Customer Care Representative
T-Mobile
08.2021 - Current
Technical Support Representative
T-Mobile
02.2016 - 07.2021
Bachelor of Science - Human Resources Management
Colorado Technical University
High School Diploma -
Rio Rancho High School
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