Lorena Soto
Austin,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, outbound calls and uploading voicemails. Educate customers on different types of programs for Medicaid and CHIP. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively.
Overview
19
19
years of professional experience
Work History
Outbound Customer Service Representative
Maximus
11.2013 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times and providing frontline customer support and assistance.
- Answered constant flow of customer calls with minimal wait times.
- Offered assistance to customers, paying attention to special needs or wants.
- Mentored new employees on all outbound and voicemails procedures and policies to maximize team performance.
- Answers to voicemails and surveys left after hours as well as completing all outbound lists.
- As lead for voicemails makes sure all outbound duties get completed in a timely manner.
- Completes excel spreadsheets on daily and weekly basis for outbound and voicemail duties.
- Maintained a high level of professionalism when dealing with difficult customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Maximus
07.2010 - 11.2013
- Assisted customers with inquiries and resolved issues promptly.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Associate
JCPenney
03.2006 - 01.2010
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Cometology
Vougue
High School Diploma -
Crockett High School
Austin, TXSkills
- Active Listening
- Microsoft Word
- Managing Multiple Tasks
- Customer Service
- Calm and Professional Under Pressure
- Spreadsheets
- Documentation
- Inbound and Outbound Calling
- Adaptive Team Player
- Efficient and Detail-Oriented
- Effective communication
- Multitasking and organization
- Empathy and patience
- Training and mentoring others
- Adaptability and flexibility
Timeline
Outbound Customer Service Representative
Maximus
11.2013 - Current
Customer Service Representative
Maximus
07.2010 - 11.2013
Customer Service Associate
JCPenney
03.2006 - 01.2010
Cometology
Vougue
High School Diploma -
Crockett High School