Summary
Overview
Work History
Education
Skills
Timeline
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Lizabeth Acosta

Houston,TX

Summary

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. 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Patriot Construction
05.2020 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Generated customer service reports to track customer satisfaction.
  • Approved and terminated customer contracts upon request.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Center Customer Service Representative

ABM Industries
07.2017 - 03.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Educated customers on company systems, form completion, and access to services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed and updated databases to handle customer data.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Customer Service Sales Representative

Fallas Paredes Discount Stores
04.2015 - 05.2017
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Computed total costs and profit requirements for customer sales to provide accurate pricing.
  • Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
  • Promoted new products and services to existing customers, driving revenue growth and satisfaction.
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 80% of issues.
  • Increased revenue with strategic upselling of products and services to existing customers.
  • Worked with cross-functional teams to facilitate swift resolution of escalated issues.
  • Prepared invoices, reports, financial statements and other documents using microsoft word.
  • Obtained referrals with existing clients to generate new business, boosting overall sales 80%.
  • Assisted with design and implementation of customer service policies to streamline and standardize procedures.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Informed customers of promotions to increase sales productivity and volume.

Medical Assistant

Bellaire Dermatology
10.2012 - 04.2015
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Completed clinical procedures and gathered patient data for interpretation by physician.
  • Verified patient insurance coverage and collected required co-payments.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
  • Measured patient pulse oximetry.
  • Followed appropriate procedures to minimize patient's exposure to radiation.

Education

Medical Assistant Certification - Medical Assisting

Everest College
Houston, TX
05.2014

GED -

Lone Star College System
12.2012

Skills

  • Data Entry
  • Consultative Sales
  • Product Knowledge
  • Paperwork Processing
  • Process Improvement
  • Call Flow Maximization
  • Active Listening
  • Effective Communication
  • Conflict Resolution
  • Live Chat Support

Timeline

Customer Service Representative

Patriot Construction
05.2020 - Current

Call Center Customer Service Representative

ABM Industries
07.2017 - 03.2020

Customer Service Sales Representative

Fallas Paredes Discount Stores
04.2015 - 05.2017

Medical Assistant

Bellaire Dermatology
10.2012 - 04.2015

Medical Assistant Certification - Medical Assisting

Everest College

GED -

Lone Star College System

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Lizabeth Acosta