Maria Buck
Leander,Tx
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Austin Energy
Austin
11.2023 - 02.2024
- Provide exceptional customer service to City of Austin customers, assisting with customer's utility bills, answering questions in regards to their bills, transfers to the correct departments for further assistance in solid waste, water, electricity and other services rendered by Austin Energy
Application Specialist
Ttec Global
09.2022 - 01.2023
- Assist Consumers in applying for medical coverage during open enrollment through the state of Connecticut Marketplace
- Answering questions about the application process
- Transferring consumers to the right departments for further assistance
- Explaining any part of the enrollment process.
Customer Service Professional
Progressive Insurance
Austin
08.2019 - 06.2022
- Customer Service Management - taking inbound calls, assisting customers with auto policies and directing customers to appropriate departments for further assistance.
- Maintained knowledge of product information, pricing, promotions, and policies.
- Resolved customer complaints in a timely fashion.
- Provided support for technical issues related to products or services.
- Developed strong relationships with customers by providing personalized attention and care.
Telecommunications
Leander Police
Leander
10.2014 - 07.2019
- Monitoring and recording the location of on-duty law enforcement personnel
- Taking both 911 and non-emergency calls for service
- Performing driver's license and wanted persons queries
- Assigning case numbers and recording case notes
- Using computers and computer-aided dispatch
- Monitoring of police radio traffic
- Dispatching officers to calls for service
- Providing assistance to officers by contacting other services as needed.
Education
Bachelor of Science in Psychology -
Phoenix University
05.2012
Associates Arts in Psychology -
Phoenix University
10.2009
College Basics - Accounting -
Rogers State College
01.1992
Skills
- Skills attained is the ability to exercise a high degree of good judgment and independence The ability to multitask, gather and disseminate information clearly, accurately and rapidly in situations Provide excellent customer service, while exercising empathy, compassion, and efficiency for customers, along with providing problem-solving and first call solutions for customers
- Scheduling
- Call Management
- Consultative Sales
- Product Knowledge
- Call Center Operations
- Multi-Task Management
- Problem Resolution
- Problem-Solving Abilities
- Courteous Demeanor
- Customer Service
- Positive and Professional
- Conflict Mediation
- Conflict Resolution
- Computer Proficiency
- Microsoft Office Suite
- Quality Assurance Controls
- Microsoft Office Expertise
- Payment Processing
- Critical Thinking
- Typing 40 WPM
- Software
- Microsoft Outlook
- Microsoft PowerPoint
- Customer Education
- Customer Relations
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Inbound and Outbound Calling
- Order fulfillment
- Money handling abilities
- Account management
- Creative problem solving
- Multi-line phone talent
- Professional telephone demeanor
- Technical Support
- Strategic sales knowledge
Awards and Recognitions
- Stress Management
- Recognitions Letter of Commendation Letter of Recognition from Lt. Mitchell based on a citizen praising my compassion, care, and my assistance on their call. October 16, 2015 Letter of Recognition from Sgt. Lauden for great job performance; October 21, 2015 Letter of Recognition from a Cedar Park Police Communications Supervisor; April 2016 Awarded the Chief's Coin for Dedication and Commitment to Law Enforcement; May 2016 Letter of Recognition by Cpl. J Fuller, Leander Pd for going above and beyond in my duties by assisting in the positive ID of a theft suspect and linking the suspect to other thefts made in the area; May 2017 Letter of Recognition from Sgt. Ryan Doyle, for hard work and efforts in a Regional Task Force for traffic reinforcement, June 2021 Super Star Merit Award from Progressive for meeting my merits for the week in one business day, doubling my metrics.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Representative
Austin Energy
11.2023 - 02.2024
Application Specialist
Ttec Global
09.2022 - 01.2023
Customer Service Professional
Progressive Insurance
08.2019 - 06.2022
Telecommunications
Leander Police
10.2014 - 07.2019
Bachelor of Science in Psychology -
Phoenix University
Associates Arts in Psychology -
Phoenix University
College Basics - Accounting -
Rogers State College