Moses Serrano
Weslaco,TX
Summary
Knowledgeable in customer service with solid background in managing customer inquiries and resolving issues efficiently. Demonstrated success in streamlining processes to enhance customer satisfaction and service delivery. Proven ability to communicate effectively and manage conflicts, ensuring positive customer experience.
Experienced with handling customer inquiries and providing effective solutions. Utilizes strong communication skills to address customer concerns and ensure satisfaction. Track record of problem-solving and conflict resolution, contributing to positive service experience.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service
Advanced Call Center Technology
01.2020 - Current
- Answer back-to-back phone calls in English
- Assist callers with account transactions
- Assist callers with blocking fraudulent activity appearing on accounts
- Assist callers with opening accounts
Director of Public Relations
PMA Financial Solutions
01.2019 - Current
- Handled all office duties in a Life Insurance Office (filing, data inputting, phone calls)
- Answered calls in both English and Spanish
- Requested lab exams for insurance companies
- Processed agent appointments to different carriers
- Creating word spreadsheets, and excel documents
Customer Service
Dialog Direct
01.2017 - Current
- Answered back-to-back phone calls in both English and Spanish
- Assisted callers with processing deposits over the phone
- Assisted callers with product information and instructions
Home-Based Customer Agent
NTI
01.2014 - Current
- Company Overview: National Telecommuting Institute
- Assigned to project that provided support to IRS (Internal Revenue Service)
- Assisted customers with orders for IRS Publications and Forms
- Assisted with answering customer questions regarding IRS information
- Answered incoming customer calls on first ring
- National Telecommuting Institute
Client Service Representative
Maximus Call Center
02.2021 - 12.2023
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service
Teledirect
01.2018 - 01.2019
- Answer back-to-back phone calls in English
- Assisted callers with reservations to seminars
- Assisted callers with applying for dental insurance
- Assisted callers when calling out with attendance inquiries
Sales Associate
Verizon
09.2008 - 02.2009
- Assisted customers with the selection and purchasing of cell phones
- Explained, demonstrated and sold phone accessories (chargers, cases and blue-tooth devices)
- Provided both in person and over the phone customer services
- Conducted cash handling and running of cash register at assigned store
Sales Associate
Macys
01.2003 - 01.2004
- Assisted customer with selection and questions on apparel
- Performed cash handling and running of cash register
- Performed stock duties and organization of store
Landscaper
Private Landscape Company
01.2002 - 12.2002
- For assigned accounts performed weekly mowing and leaf /grass blowing
- Utilized and operated equipment such as Lawn Mower, Leaf Mulcher, Trim
- Installed wooden fences
Assembler/Puller/Porter
IW Industry
01.2002 - 12.2002
- Assembled small fixtures used for showers and sinks
- Pulled parts needed for various products
- Created shipping labels, processed orders and prepared product for shipment
Customer Service Agent
NetTel USA
09.2001 - 01.2002
- Provided customer service over the phone to incoming calls/customers
- Received and processed bill payments for cablevision services
- Issued Bill payments confirmation and receipts via email to the customer
- Provided customer support and services both over the phone and via email
Education
Bachelor’s Degree - Computer Information Tech Specialist
South Texas Community College
Weslaco, Texas11.2024
A.A.S. - Computer Networking
Katharine Gibbs School
Mellvile, NY01.2003
High School Diploma -
Huntington High School
Huntington, NY01.1998
Skills
- Bilingual (English/Spanish)
- Oral, verbal and written communication skills
- Exceptional attention to detail
- Able to communicate via email, phone and/or texting
- Solid keyboarding/typing skills
- 5 years of providing Customer Service
- Experienced in Home-Base Customer Service Agent/Representative job role
- Dedicated Home-Office (phone, computer, quiet office) for Home-Based CSR role
References
- Cristobal Hernandez, 24847 FM88, Monte Alto, TX, 78538, (956)272-9739
- Jordy Segura, 3801 N. Mccoll Rd. Apt 917, McAllen, TX, 78501, (956)472-5432
Certification
- CPR/AED for the Professional Rescuer - American Red Cross.
Languages
Spanish
Professional Working
Timeline
Client Service Representative
Maximus Call Center
02.2021 - 12.2023
Customer Service
Advanced Call Center Technology
01.2020 - Current
Director of Public Relations
PMA Financial Solutions
01.2019 - Current
Customer Service
Teledirect
01.2018 - 01.2019
Customer Service
Dialog Direct
01.2017 - Current
Home-Based Customer Agent
NTI
01.2014 - Current
Sales Associate
Verizon
09.2008 - 02.2009
Sales Associate
Macys
01.2003 - 01.2004
Landscaper
Private Landscape Company
01.2002 - 12.2002
Assembler/Puller/Porter
IW Industry
01.2002 - 12.2002
Customer Service Agent
NetTel USA
09.2001 - 01.2002
A.A.S. - Computer Networking
Katharine Gibbs School
High School Diploma -
Huntington High School
- CPR/AED for the Professional Rescuer - American Red Cross.
Bachelor’s Degree - Computer Information Tech Specialist
South Texas Community College
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