Debra Oseguera-Hollis
Coeur d'Alene,ID
Summary
Diligent customer service advisor with 2+ years of experience in the banking and telecommunications sectors, specializing in B2B and B2C interactions. Proven track record of delivering exceptional service, achieving 90-100% positive feedback ratings, and effectively managing high call volumes. Strong relationship-building skills and adept at resolving complex customer issues through collaboration and active listening. Seeking to leverage expertise in a dynamic customer-focused environment.
Overview
10
10
years of professional experience
Work History
Customer Service Advisor
U.S. Bank
11.2022 - 06.2025
- Trained to handle a diverse range of U.S. Bank credit card account types involving B2B, B2C, retail, and fraud.
- Provided exceptional customer service and support to bank clients, addressing inquiries, resolving issues, and ensuring overall satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns throughout multiple departments.
- Managed a large volume of incoming calls, consistently meeting or exceeding performance metrics for response time and resolution.
- Developed strong relationships with customers through active listening, empathy, and personalized assistance.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Utilized a collection of CRM software to accurately document customer interactions, update account information, and track issue resolution progress.
- Received 90-100% positive feedback ratings from customers on post-interaction surveys for professionalism and problem-solving skills.
Telesales Agent
Qualfon
11.2021 - 05.2022
- Established service lines for new and existing T-Mobile customers via online chat and over the phone.
- Identified customer needs and cross sale opportunities through probing questions.
- Answered questions about T-Mobile products and services.
- Took and processed orders in a timely and accurate manner.
- Developed and maintained strong client relationships through effective communication and rapport building.
Manager
Post Falls Video Theater
08.2015 - 11.2021
- Established and maintained new and existing customer accounts in company CRM software.
- Managed employees and oversaw their work duties.
- Organized customer invoices.
- Dealt with receiving and organization of weekly shipment deliveries.
- Handled customer inquiries and grievances with world class service.
Stocker / Runner
Walmart
04.2015 - 08.2015
- Directed customers to the correct department.
- Organized products in their specific locations.
- Worked in different departments and organized the display and placement of products.
Education
High School Diploma -
Post Falls High School
Post Falls, ID05.2015
Skills
- Call center experience
- CRM software proficiency
- Account management
- Customer relations
- Rapport building and customer service excellence
- Organization skills
- Data entry
- Attention to detail
- Time management
- Listening skills
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, team-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Customer Service Advisor
U.S. Bank
11.2022 - 06.2025
Telesales Agent
Qualfon
11.2021 - 05.2022
Manager
Post Falls Video Theater
08.2015 - 11.2021
Stocker / Runner
Walmart
04.2015 - 08.2015
High School Diploma -
Post Falls High School