Kevin Lerma
Alorica
Brownsville,Texas
2
Languages
3
years of professional experience
Dynamic customer service professional with proven expertise at Alorica, adept at resolving conflicts and enhancing customer loyalty. Skilled in active listening and critical thinking, I efficiently handle escalated inquiries while maintaining service quality. Proficient in data entry and CRM systems, I ensure accurate documentation and swift issue resolution.
Work History
Customer Service Representative
1 Year- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Assistant Manager
1 Year 8 Months- Processed requests, updates, and referrals while maintaining compliance with established procedures.
- Escalated complex concerns to appropriate teams and tracked progress through resolution.
- Adapted quickly to changing scripts, workflows, and service requirements in fast-paced call environment.
- Maintained courteous communication and de-escalated frustrated customers while preserving service quality.
Customer Service Representative
4 Months- Responded to inbound customer inquiries, providing accurate information and resolving routine service issues.
- Documented calls, case details, and follow-up actions in CRM systems with strong attention to accuracy.
- Explained program policies, eligibility requirements, and service processes in clear, professional language.
- Navigated multiple systems to research account information and support timely issue resolution.
Education
Dental Assistant - Dental Hygiene
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Call center experience
Computer proficiency
Microsoft outlook
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative
Alorica
11.2025 - CurrentRead More
Assistant Manager
Gladys Porter Zoo
03.2024 - 11.2025Read More
Customer Service Representative
Maximus
10.2023 - 02.2024Read More
Stvt
Dental Assistant from Dental Hygiene
Read More
PORTER HIGH SCHOOL
High School Diploma
Read More