Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Marisa Gonzalez

Alamo,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

4
4
years of professional experience

Work History

Customer Service Specialist

Walgreens Boots Alliance Inc.
03.2022 - 07.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Provided primary customer support to internal and external customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Handled 90+ calls daily, with duties enrolling new customers, retrieving customer data, and cancelling services.
  • Suggested a new tactic to persuade cancelling customers to stay with the companies service.
  • Consistently earned" excellent" or" above average" on-call quality evaluations.
  • Multi-Task between multiple screens while speaking with customer.
  • PMAP and FIVE9

Tier 1 Technical Support Representative/Health Insurance Representative

Keystaff/HBO MAX/BCBS
10.2021 - 02.2022
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over the phone.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Researched and identified solutions to technical problems.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Refunds and cancellation's
  • Salesforce and TalkDesk
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
  • Provided comprehensive customer service to drive client satisfaction.

Customer Service Representative

Keystaff/ HUMACH
04.2021 - 10.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided excellent customer care by answering Inbound calls, providing scheduling support and coordination of appointments.
  • Confirmation and verification of appointments
  • Provided requested information regarding COVID-19 vaccinations.
  • Helped with DOE calls for 411
  • Handled customers concerns, complaints, and claims regarding DEPARTMENT OF EDUCATION AND TRANSPORTATION FOR NYC.
  • Provided bus routes
  • Assisted with NYC Disaster Relief calls by filing and submitting damages.

Sales Representative

Metro By T-Mobile
08.2019 - 09.2020
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Trained and mentored new sales representatives.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Developed and implemented sales strategies to increase profits.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Managed efficient cash register operations.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.

Education

GED -

OSSE
Washington, DC
12.2016

Skills

  • Customer Service/Sales Assistance
  • Customer Relationship Management
  • Project Management
  • Call Volume and Quality Metrics
  • Good Communication Skills
  • Effective Written and Verbal Communication in English/Spanish
  • Inputting Claims
  • High-Volume Call Environments
  • Problem Resolution
  • Telephone Etiquette
  • Trained in Salesforce,TalkDesk, FIVE9, PMAP
  • Customer Retention Strategies

Languages

Spanish
Professional Working
English
Professional Working

Timeline

Customer Service Specialist

Walgreens Boots Alliance Inc.
03.2022 - 07.2023

Tier 1 Technical Support Representative/Health Insurance Representative

Keystaff/HBO MAX/BCBS
10.2021 - 02.2022

Customer Service Representative

Keystaff/ HUMACH
04.2021 - 10.2021

Sales Representative

Metro By T-Mobile
08.2019 - 09.2020

GED -

OSSE

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