Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nancy  Silva

Nancy Silva

Corpus Christi,Tx

Summary

Consistently exceed expectations with strong time management and multitasking abilities. Offering skills in call control, order management, and team collaboration. Highly experienced and skilled customer service team member with demonstrated skills in training, monitoring, and coaching staff. Goal-oriented, task driven and professional individual with a substantial experience in customer service and data entry. Excellent work ethic and have excelled at every task provided, adept at learning new tasks and duties assigned and have a great ability to work well with others. Seeking to help and maintain a successful and outstanding work environment as well as grow and develop my own skills.

Overview

27
27
years of professional experience

Work History

PSE Sales and Service Distribution Associate

United States Postal Service, USPS
Corpus Christi, TX
03.2024 - Current
  • Performs any variety of sales and customer services at a retail window such as maintaining sufficient inventory of and selling stamps, stamped paper, other retail products, and other retail services;May use a computerized system, accepting and delivering packages and accountable mail; issuing and cashing foreign and domestic postal money orders; accepting and responding to customer claims and inquiries, and providing information to the public regarding postal regulations.
  • Provides product and service information to customers, including informing customers regarding special offers; suggestive selling related merchandise; promoting products based on customer needs. Provides additional information regarding product features and services.
  • Sorting of outgoing and/or incoming mail using the appropriate sort program or manual distribution scheme.

Customer Service Resolutions Collector

Gulf Coast Federal Credit Union
Corpus Christi, TX
06.2023 - 03.2024
  • Responsible for ensuring prompt recovery of all funds owed to credit union via personal loans and auto loans. Notifies or locates members with delinquent accounts and attempts to recover funds.
  • Duties include receiving payment and posting amount to customer's account.
  • Initiating repossession proceedings, and keeping records of collection and status of accounts.
  • Releasing vehicles back to consumers.
  • Submitting all necessary paperwork to start auction process.

PSE Processing Clerk

United States Postal Service, USPS
Corpus Chrisi, TX
10.2022 - 12.2022
  • On a rotation basis, performs all of the following duties: loads mail onto automated equipment, culling out non-processable items; enters sort plan and starts equipment; monitors flow of mail to ensure continuous feed; sweeps separated mail from bins stackers; and stops equipment when distribution run or operation is completed. Runs machine reports, clears jams and contacts maintenance for assistance when required.
  • Removes sorted mail from bins or separations and places into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors or expediters; may riffle or verify mail to ensure sortation accuracy as needed.
  • Follows established safe work methods, procedures and safety precautions while performing all duties.

Senior Customer Service Representative

City of Corpus Christi, Christi
Corpus, TX
09.2019 - 10.2022
  • Redact documents and attach to accounts that contain sensitive information such as social security numbers
  • Call Center Inbox (Attach documents and send customer replies)
  • Previous customer move-outs
  • Respond to emails from other departments such as Code Enforcement and CCPD for work orders
  • Open work orders and send replies containing SR numbers
  • Submit refund and deposit adjustments
  • Submit payment reversals
  • Submit cancel/back-bill adjustments
  • Submit IVR Web payment adjustments to cashiers
  • Answer questions throughout the day assisting representatives
  • Weekly and monthly reporting and analytics
  • Order supplies from vendors
  • Monitor agents Cisco status throughout the day
  • Monitor agent's calls for monthly Quality Assurance
  • Collect agent's monthly statistics
  • Provide agent's with data during monthly evaluations
  • Correct agent's singular and repetitive issues
  • Train all new agents and current agents
  • Update current processes and procedures
  • Agent schedule adherence report
  • Approve/Deny employee time off and add to calendar
  • Submit invoices to accounts payable for monthly building rent and Gateway supplies
  • Submit employee 12-A forms (Employee Leave)

Associate Customer Service Technician

First Data Corporation
Corpus Christi, Tx
01.1997 - 11.2017
  • Provided excellent customer service for large financial services corporation
  • Provided credit card terminal support
  • Cross-trained for multiple products, including First USA, Sprint,MCI, and Buypass Petroleum
  • Received the highest quarterly review company offers
  • Received numerous awards throughout the eighteen years and ten months of service

Education

Associate of Applied Science - Radiologic Technology

Del Mar College/ Currently

Skills

  • Great Communication Skills
  • Teamwork and Collaboration
  • Adaptability
  • Troubleshooting
  • Proficient
  • Reliable
  • Dependability
  • Punctuality
  • Motivated
  • Efficiency
  • Time Management
  • Interpersonal Skills
  • Critical Thinking

Accomplishments

  • Received quarterly Circle of Excellence Awards
  • Recognized as Employee of the Year for outstanding performance and team contributions.
  • Promoted from Call Center Representative to Senior Call Center Representative in less than 12-months.
  • Consistently maintained high customer satisfaction ratings.

Timeline

PSE Sales and Service Distribution Associate

United States Postal Service, USPS
03.2024 - Current

Customer Service Resolutions Collector

Gulf Coast Federal Credit Union
06.2023 - 03.2024

PSE Processing Clerk

United States Postal Service, USPS
10.2022 - 12.2022

Senior Customer Service Representative

City of Corpus Christi, Christi
09.2019 - 10.2022

Associate Customer Service Technician

First Data Corporation
01.1997 - 11.2017

Associate of Applied Science - Radiologic Technology

Del Mar College/ Currently
Nancy Silva