Summary
Overview
Work History
Education
Skills
Timeline
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Lita Valdez

Anderson,CA

Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

6
6
years of professional experience

Work History

Call Center Representative/Appointment Scheduler

PG&E
Vacaville, CA
11.2021 - 10.2024
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized computer systems for data review ensuring accurate response to callers.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered exceptional assistance, increasing workplace efficiency and satisfaction.
  • Monitored and prioritized incoming calls based on urgency level.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Prepared change of address records using job-specific software.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Consulted with customers to resolve service and billing issues.
  • Maintained detailed records of customer interactions and transactions for future reference.

Front Desk Receptionist/Shift Leader

Wag Hotels
Redwood City, CA
09.2018 - 08.2021
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Investigated and analyzed client complaints to identify and resolve issues.
  • Coordinated maintenance requests for office equipment and facilities.
  • Completed basic bookkeeping and document filing.
  • Scheduled space or equipment for special programs, meetings and conferences.
  • Signed for packages, recorded deliveries and distributed to personnel.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Greeted visitors warmly and directed them to correct personnel or office.
  • Managed company calendar and scheduled events.
  • Scheduled and confirmed appointments for clients and staff.
  • Protected clients' rights by maintaining confidentiality of personal and financial information.
  • Responded to customer inquiries via phone, email, and in person.
  • Greeted visitors to provide information and direct to appropriate personnel.
  • Monitored and ordered office supplies, ensuring adequate stock levels.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Provided administrative support including photocopying, faxing, and filing.
  • Managed multi-line telephone system, directing calls to appropriate departments.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Managed incoming and outgoing mail, courier services, faxes and other correspondence.
  • Performed basic bookkeeping tasks and issued invoices as needed.
  • Handled payment processing and provided customers with receipts and proper bills and change.

Education

Some College (No Degree) - Accounting And Finance

Solano Community College
Fairfield, CA

Skills

  • Account updating
  • Call logging
  • Call controlling
  • Providing customer support
  • Problem-solving skills
  • Payment processing
  • Data gathering
  • Appointment scheduling
  • Inbound phone call management

Timeline

Call Center Representative/Appointment Scheduler

PG&E
11.2021 - 10.2024

Front Desk Receptionist/Shift Leader

Wag Hotels
09.2018 - 08.2021

Some College (No Degree) - Accounting And Finance

Solano Community College

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Lita Valdez