Mayra Gonzalez
Martinez,CA
Summary
Flexible Customer Service Representative offering 14 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
17
17
years of professional experience
Work History
Call Center Representative
MAP Communications
04.2008 - 10.2024
- Answered and dispatched incoming calls in a quick, professional manner for various industries such as healthcare providers, legal services, property management, apartment complexes, and technical support companies.
- Managed the dispatch and routing of calls to ensure timely resolution.
- Maintained regular communication with customers, as required.
- Demonstrated effective problem-solving skills to address customer complaints and ensure their swift resolution.
- Monitored and managed incoming emails for order booking and customer response.
- Provided outstanding 1st tier technical assistance.
- Provided interpretation services as needed
- Implemented efficient problem-solving techniques to ensure high levels of caller satisfaction.
- Successfully handled an average of 150 incoming calls during each shift.
- Demonstrated courtesy and composure in addressing caller dissatisfaction.
Service Router
Bay Alarm
Concord, CA
05.2023 - 08.2024
- Efficiently handled and routed incoming calls to service technicians.
- Assigned service tickets to technicians.
- Scheduled appointments between customers and service technicians.
- Efficiently directed calls to appropriate departments
Education
High School Diploma -
Dr Leo Cigarroa High School
Laredo, TX05-2003
Some College (No Degree) - Early Childhood Education
Laredo Community College
Laredo, TXSkills
- Data Entry
- Technical Support
- Quality Assurance
- Call Control
- Complaint resolution
- Problem-solving skills
- Professional phone voice
- Communicating with clients
- Call Center Customer Service
- Call documentation skills
Languages
Spanish
Professional
Timeline
Service Router
Bay Alarm
05.2023 - 08.2024
Call Center Representative
MAP Communications
04.2008 - 10.2024
High School Diploma -
Dr Leo Cigarroa High School
Some College (No Degree) - Early Childhood Education
Laredo Community College