Maria Munoz
Gatesville
Summary
Professional with experience in bilingual customer support. Adept at handling diverse customer inquiries, resolving issues efficiently, and enhancing customer satisfaction. Strong focus on teamwork, adaptability, and achieving measurable results. Skilled in communication, problem-solving, and using call center software. Reliable and flexible, always ready to meet changing needs.
Overview
8
8
years of professional experience
Work History
Bilingual Call Center Representative
Oncor
06.2019 - 01.2023
- Researched every issue thoroughly to offer the best possible solution to any given problem
- Translated several conversations between technicians, other representatives, and customer
- Made outgoing, internal and incoming calls, chat messages, and email communications to handle electricity concerns in a timely manner
- As part of the new construction management team, I assisted fellow coworkers in situations where they needed clarification and help with accounts
- Mentored and evaluated many incoming employees on the processes and trained on the upcoming work
- As part of Tier 1 Back Office group, I have learned how to manage several weekend shifts with bad weather and storms
- Multitasking between my own work and supervising others for a productive shift
- Within a year I have ascended to a specialized department reaching the top pay scale
- Within two years in the company, I have progressed to the top of the pay scale for the highest department, the back office managing department
Host/ Server
Texas Roadhouse
08.2014 - 01.2019
- Answered incoming calls to take food orders
- Managed the entire host stand and made sure my coworkers were following the correct procedures and assisted if they needed help
- Put together multiple orders and was able to do so in a timely manner, under pressure, while taking calls and managing such host stand
- Took care of large party coordination on my own and figured out the best way to place them while getting a good table turn to benefit both; servers and customers
- Gave timeframes and answered customers concerned and complaints as I work to get them a solution
- Took care of several tables at once while providing excellent service to each one and prioritizing the needs of the customers
Education
High School Diploma -
Gatesville High School
Gatesville, TX06.2014
Biomedical Engineering Technician -
Texas State Technical College
Waco, Tx01.2016
Bachelors of Science - Kinesiology
Tarleton State University
Stephenville, TX12-2025
Skills
- Great listener
- Fluent bilingualism
- Organization
- Empathy and patience
- Problem Solving
- Teamwork
- Leadership
- Conflict Resolution
- Time management
- Strong work ethic
- Cross-cultural awareness
- Decision-making
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Call Center Representative
Oncor
06.2019 - 01.2023
Host/ Server
Texas Roadhouse
08.2014 - 01.2019
Biomedical Engineering Technician -
Texas State Technical College
High School Diploma -
Gatesville High School
Bachelors of Science - Kinesiology
Tarleton State University