Maria C. Buck
Austin,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
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 correct departments for further assistance in solid waste, water, electricity and other services rendered by Austin Energy
- 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.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Application Specialist
Ttec Global
09.2022 - 01.2023
- Assist Consumers in applying for medical coverage during open enrollment through 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
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.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 80 customers each day.
Telecommunications
Leander Police
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.
- Improved customer satisfaction by effectively addressing and resolving telecommunications issues.
Education
Bachelor of Science Studies - Psychology
Phoenix University
05.2012
Associates Arts in Psychology -
Phoenix University
10.2009
Skills
- Call Center Operations
- Multi-Task Management
- Problem Resolution
- Problem-Solving Abilities
- Courteous Demeanor
- Customer Service
- Positive and Professional
- Conflict Resolution
- Computer Proficiency
- Microsoft Office Suite
- Payment Processing
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 resolutions for customers
- Critical Thinking
- Typing 40 WPM
- CRM Software
- Microsoft Outlook
- De-Escalation Techniques
- Inbound and Outbound Calling
- Data Entry
- Active Listening
- Problem-solving abilities
- Call center experience
- Professional telephone demeanor
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Additional Information
Additional Technology Knowledge: Salesforce, Slack, Teams, Avaya, and Zoom
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 Studies - Psychology
Phoenix University
Associates Arts in Psychology -
Phoenix University