Mark De La Fuente
San Benito,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Client Advocate
Advanced Call Center Technologies, LLC
02.2021 - 11.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
Material stacker, Customer Service Representative
West Corporation
02.2008 - 10.2008
- Telemarketing and providing customer service
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
Education
GED -
Bunker Hill
Skills
- Assembly
- Warehouse Experience
- Microsoft programs
- Computer literacy
- Training Junior Team Members
- Customer service
- Certifications and Licenses: OSHA 10 -10 hour construction safety and health
- Electrical level 1 -NCCER certified
- Identifying and resolving common customer issues
- Educating clients and resetting expectations
- Outstanding Active Listening Skills
- Development in any professional field
- Communications Strategies
- Operational Improvements
Accomplishments
- Supervised team of 15-30 staff members.
- Achieved monthly metrics by completing team calibrations with accuracy and efficiency.
- Achieved agent development through effectively helping with on-the-job trainings.
- Collaborated with team of 25+ in the development of ATM/Debit Fraud Servicing.
Certification
October 2018 to Present
NCEER certified
Core curriculum: introductory craft skills
January 2019 to Present
NCCER certified
Construction site safety orientation
May 2016 to Present
Additional Information
- Authorized to work in the US for any employer
Timeline
Senior Client Advocate
Advanced Call Center Technologies, LLC
02.2021 - 11.2022
Material stacker, Customer Service Representative
West Corporation
02.2008 - 10.2008
GED -
Bunker Hill