Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Lorenzo Flores

Brownsville,TX

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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. Knowledgeable and dedicated customer service professional with extensive experience in Call Center environment. 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

9
9
years of professional experience

Work History

Customer Service Representative

Spectrum
McAllen, TX
07.2018 - 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.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction

Customer Service Representative

United Healthcare
Harlingen, TX
07.2017 - 06.2018
  • Displays excellent customer service skills and extensive technical program knowledge
  • Facilitates and directs customer interactions by soliciting needed information, clarifies responses, and addresses concerns; provides excellent customer service with consistency, accuracy, and professionalism
  • Follows standard procedures and scripted dialogue to ensure consistency and accuracy
  • Healthcare
  • Answers and screens incoming customer inquiries
  • Responds to customer inquiries by providing information on programs and services; responds to requests, and/or takes actions on accounts or applications
  • Schedules, completes check-in procedures for scheduled appointments
  • Follows standard procedures to ensure consistency and accuracy
  • Facilitates and directs customer interactions by soliciting needed information, clarifies responses, and addresses concerns; provides excellent customer service with consistency, accuracy, and professionalism
  • Displays excellent customer service skills and extensive technical program knowledge
  • Operates standard office equipment and performs basic computer applications including word processing, spreadsheets and, email communications
  • Maintains confidentiality and security of all case information
  • 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.
  • Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction

Customer Service Lead

Maximus, Inc
Brownsville, TX
07.2013 - 06.2017
  • Answers and screens incoming customer inquiries
  • Responds to customer inquiries by providing information on programs and services; responds to requests, and/or takes actions on accounts
  • Follows standard procedures and scripted dialogue to ensure consistency and accuracy
  • Facilitates and directs customer interactions by soliciting needed information, clarifies responses, and addresses concerns
  • Supervised and motivated team of 25 members, as team leader
  • Dynamic team-building, leadership skills and evaluating situations to increase number of possible solutions
  • Utilizing strong leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining high morale
  • Self-motivated; able to set effective priorities and implement strategic plans to achieve goals and to meet deadlines
  • Provided performance coaching and implemented strategies for career development
  • Trained team and peer supervisors on new products and policies
  • Greeted customers and listened closely to problems described to determine solutions.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Education

High School Diploma -

Eagle Pass High School
Eagle Pass, TX
05.1994

Skills

  • Data Entry and Maintenance
  • CRM Software
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • De-escalation Techniques
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Excellent Attention to Detail
  • Team-Oriented and Cooperative

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Spectrum
07.2018 - Current

Customer Service Representative

United Healthcare
07.2017 - 06.2018

Customer Service Lead

Maximus, Inc
07.2013 - 06.2017

High School Diploma -

Eagle Pass High School

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Lorenzo Flores