Mary Barron
San Antonio
Summary
Customer Service Representative with extensive experience in call center operations across various industries, including retail and technology. Proficient in customer care, technical support, and problem resolution, leveraging skills in Zendesk and Five9 to enhance service delivery. Committed to fostering a supportive environment and streamlining communication to improve client satisfaction and operational efficiency.
Overview
33
33
years of professional experience
Work History
Customer Support Specialist
IBEX Global
06.2025 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
Customer Service Representative
MMC Group Agency
03.2024 - 02.2025
- I currently work for MMC Group Agency for the Health and Human Services Commission. I assist clients with questions regarding their benefits ie: Medicare, Snap, children's Medicaid.Provided empathetic assistance to clients navigating benefits inquiries, fostering trust and enhancing client satisfaction.
- Resolved complex client issues related to Medicare and Medicaid, achieving timely solutions and improving service efficiency.
- Monitored client feedback to identify service gaps, leading to actionable improvements and enhanced operational processes.
- Partnered with cross-functional teams to streamline benefit communication, increasing clarity and reducing client confusion.
- Maintained accurate records of client interactions, ensuring compliance with regulations and facilitating seamless follow-ups.
- Provided empathetic support to clients navigating benefits inquiries, enhancing trust and overall client satisfaction.
Customer Service Representative
Foundever
09.2023 - 02.2024
- Work from home agent with Intuit Quickbook Desktop assisting clients with any questions they may have regarding their Quickbooks software, invoices, account information, subscription information.
Customer Service Representative
Qurate Retail Group
03.2022 - 07.2022
- Position is work from home for QVC shopping network. I assisted customers with missing orders, issuing replacement orders, complaints regarding incorrect orders or damaged/defective items, also issued refunds or member credits for incorrect/damaged orders.
Customer Service Care Representative
TTEC
03.2020 - 01.2022
- Work from home for TTEC for client The Commonwealth of Massachusetts Pandemic Unemployment Department assisting callers with their unemployment claims. Assisting with uploading Identity verification documents, COVID-19 eligibility forms and helping them navigate their PUA accounts.
Customer Service Agent/Work from Home agent
Jackson Hewitt
11.2019 - 02.2020
- I worked inbound call center assisting clients with questions or issues regarding current and previous tax returns. I also gave clients statuses of their current tax returns ie: refund advance requests, IRS acknowledgements of returns, and current tax year refunds.
Customer Service Order Entry Agent/Work from Home
RRT Holdings
03.2018 - 07.2019
- I worked as an order entry agent and also a customer service agent for RRT processing orders via phone or email. I also assisted clients with incorrect orders either by calling locations to correct orders, or replacing orders. I also assisted with drivers by giving confirming delivery addresses.
Customer Service Agent/Work from Home agent
Amazon.com
11.2014 - 07.2015
- I assisted customers with current orders with either canceling the orders and issuing refunds or replacements. I also worked as the liaison between our customers and third-party sellers. I also assisted with any questions regarding the Amazon Prime membership with either restrictions, exceptions and also with renewals or cancellations. Also as a customer service associate I worked in the chat and email aspects of the customer service position.
Customer Service
V.I.P. Staffing Agency
12.2012 - 02.2013
- Worked mainly with Manheim Auto Auction preparing vehicles for sale, we moved vehicles to correct staging areas. I also drove in sale auctions. I also worked with the lead van driver locating sold cars and moved them to check out ramps.
Customer Service Agent/Escalations
QVC, Inc
07.2006 - 11.2011
- Worked in an inbound call center, assisting members with placing orders, accepting payments for orders with credit cards, gift cards, checks. Also assisted members with any problems or issues with items purchased or orders placed. I also helped the order entry agents with any questions or system issues.
Customer Service/Cashier
Fort Sam Houston Main Exchange
08.2005 - 06.2006
- I worked with the general Military population assisting them in purchases, exchanges or return of merchandise.
Customer Service Manager
Wal-Mart Stores Inc
09.2003 - 10.2004
- Duties included assisting cashiers with check approval, credit card orders, money gram orders, also processed WIC voucher orders, Lone Star card orders or issues. I would also have to sort and divide order shipments for each department.
Customer Service Agent
Travelocity.com
10.1999 - 04.2001
- Worked as customer service agent for Travelocity booking reservations for air, car, hotel and accepting payments or advising other options for purchasing tickets.
Customer Service Agent
Southwest Airlines
05.1994 - 10.1999
- Worked for major airline inbound call center making reservations for air travel. Also worked as a Customer Care Rep. which consisted of taking supervisor request calls from agents and attempting to help customers with problems pertaining to their travel arrangements, or lost baggage issues or flight change request and advising of any additional costs.
Customer Service Representative
Tele Service Resources
04.1992 - 04.1994
- Inbound call center for American Airlines booking reservations and also booked car reservations and accepted payment for bookings and for any changes made to existing air or car reservations.
Education
High School Diploma -
St Francis Academy
San Antonio, TX05.1983
Skills
- Technical Support
- Customer Service
- Live Chat
- Customer Support
- IOS
- Android
- Call Center
- Customer Care
- Troubleshooting
- Order Entry
- Zendesk
- CSR
- Help Desk
- Mac OS
- Five9
- Avaya
- Cisco Finesse
Timeline
Customer Support Specialist
IBEX Global
06.2025 - Current
Customer Service Representative
MMC Group Agency
03.2024 - 02.2025
Customer Service Representative
Foundever
09.2023 - 02.2024
Customer Service Representative
Qurate Retail Group
03.2022 - 07.2022
Customer Service Care Representative
TTEC
03.2020 - 01.2022
Customer Service Agent/Work from Home agent
Jackson Hewitt
11.2019 - 02.2020
Customer Service Order Entry Agent/Work from Home
RRT Holdings
03.2018 - 07.2019
Customer Service Agent/Work from Home agent
Amazon.com
11.2014 - 07.2015
Customer Service
V.I.P. Staffing Agency
12.2012 - 02.2013
Customer Service Agent/Escalations
QVC, Inc
07.2006 - 11.2011
Customer Service/Cashier
Fort Sam Houston Main Exchange
08.2005 - 06.2006
Customer Service Manager
Wal-Mart Stores Inc
09.2003 - 10.2004
Customer Service Agent
Travelocity.com
10.1999 - 04.2001
Customer Service Agent
Southwest Airlines
05.1994 - 10.1999
Customer Service Representative
Tele Service Resources
04.1992 - 04.1994
High School Diploma -
St Francis Academy
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