Maria Falcon
Hutto,TX
Summary
Dynamic customer service professional with a proven track record at Austin Energy, excelling in conflict resolution and enhancing customer loyalty. Bilingual in English and Spanish, I leverage active listening and critical thinking to deliver exceptional service, consistently meeting performance metrics and fostering positive relationships with clients and colleagues alike.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Austin Energy
04.2022 - 04.2025
- 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.
Preschool Teacher
Kiddie Academy
05.2021 - 11.2021
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
Lead Preschool Teacher
Learning Tree Academy
09.2020 - 01.2021
- Assisted and supervised 15-20 children through entire school day.
- Established strong relationships with parents through regular communication regarding their child''s progress, fostering increased parental involvement in the educational process.
- Conducted regular parent-teacher conferences to discuss student progress and areas of improvement, encouraging a collaborative approach to education.
- Incorporated play-based learning opportunities into daily routines, allowing students to explore new concepts while developing critical thinking skills through hands-on experiences.
Lead Teacher
Little Life Preschool
09.2019 - 09.2020
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
Customer Service Representative
E Communication Advantage
04.2010 - 04.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
Education
GED -
Austin Community College
Austin, TX04-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual (English/Spanish)
- Typing speed 50wpm
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Austin Energy
04.2022 - 04.2025
Preschool Teacher
Kiddie Academy
05.2021 - 11.2021
Lead Preschool Teacher
Learning Tree Academy
09.2020 - 01.2021
Lead Teacher
Little Life Preschool
09.2019 - 09.2020
Customer Service Representative
E Communication Advantage
04.2010 - 04.2014
GED -
Austin Community College
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