Nelva Alicia Abernathy Ituarte
San Antonio
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure talents.
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Costumer Service Agent
LoanCare Service Link
Virginia Beach, VA
04.2024 - 02.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls, ensuring timely resolution of customer issues.
- Collaborated with team members to enhance overall service quality and efficiency.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted in training new staff on customer service protocols and company policies.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Agent, Inbound Sales
Charter Spectrum
San Antonio, TX
08.2020 - 02.2024
- Documented sales call data in company software.
- Provided timely, courteous and knowledgeable responses to information requests.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Consulted with customers to resolve service and billing issues.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interpreted customer needs accurately based on verbal cues during conversations.
- Met daily performance goals related to call volume, quality assurance standards, and average handle time.
- Assisted customers with product orders, inquiries, and complaints in a timely manner.
- Answered customer questions about products, prices, availability, product uses, and credit terms.
- Transferred difficult or complex calls to supervisors when necessary.
- Offered suggestions on other products that could meet customers' needs.
- Upsold additional products when appropriate to increase sales revenue.
- Advised customers on technical problems and troubleshooted solutions over the phone.
- Followed up with customers after their call to ensure their issue was resolved satisfactorily.
- Identified opportunities to improve processes by analyzing customer feedback data. Resolved customer issues quickly and efficiently to maintain customer satisfaction.
Photographer and Videographer
Nelva Studio
San Antonio, TX
02.2007 - 04.2022
- Set up lighting equipment and adjust camera settings to capture desired images.
- Organize and store digital photographs, negatives, and prints in an orderly fashion.
- Develop film, print photos, and make digital copies of existing photos.
- Edit photos using Adobe Photoshop and other software applications.
- Create portfolios for clients to showcase work.
- Consult with clients to understand their needs and preferences for a photo shoot.
- Conduct interviews with subjects of a photoshoot to ensure comfort level during the session.
- Review proofs with clients to determine which images should be printed or published.
- Advise on appropriate poses, props, and backgrounds for each shot taken.
- Maintain photography equipment including cameras, lenses, lighting gear, tripods.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Education
High School Diploma -
Blessed Hope Academy
San Antonio01-2019
Associate of Science - Web Design
Northwest Vista Colleague
San Antonio, TX05-2015
Associate of Science - Associate of Arts
Northwest Vista College
San Antonio, TX05-2025
Skills
- Computer Skills
- Call Handling
- Goal-Oriented
- Customer Service
- Product Upselling
- Sales Closing
- Call Control
- Payment Processing
- Inbound Phone Call Management
- Quality Control
- Cash Handling
- Spanish and English Fluency
- Professional Phone Voice
- Problem-Solving Skills
- Verbal and Written Communication
- Product Knowledge
- Quality Assurance
- Call Center Customer Service
- Resolving Issues
- Call Control Skills
- System Documentation
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Customer complaint resolution
- Customer relations
- File management
- Conflict resolution
- Microsoft office suite proficiency
- Call control
- Live chat support
- Inbound call management
- De-escalation techniques
- Payment processing
- Inbound customer service
- Upselling
- Customer focus
- Billing inquiries
- Typing speed
- Delivery tracking
- Documentation and reporting
- Order placement
- Shipping and logistics
- Customer service
- Data entry
- Decision-making
- Verbal and written communication
- Task prioritization
- Technical troubleshooting
- Investment product sales
Websites
Accomplishments
- Top Mobile Agent Spectrum
- Top PSU Agent Spectrum
Certification
- Digital Media Certificate Northwest Vista College
- Digital Media Associate Northwest Vista College
- Marketable Skills Achievement Award
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Costumer Service Agent
LoanCare Service Link
04.2024 - 02.2026
Call Center Agent, Inbound Sales
Charter Spectrum
08.2020 - 02.2024
Photographer and Videographer
Nelva Studio
02.2007 - 04.2022
Associate of Science - Web Design
Northwest Vista Colleague
High School Diploma -
Blessed Hope Academy
Associate of Science - Associate of Arts
Northwest Vista College
References
- Inbound Sales Supervisor Alberto Velasquez Jimenez 830-507-4305
- Inbound Sales Supervisor Elva Tamez 210-374-2688
Education and Training
I am working on my bachelor's degree in communication on the University of Texas San Antonio, I am part of the Honors Society and I will love to get the opportunity to work in your company