Hi, I’m
Omar Villanueva
Customer Service Representative
Edinburg,Tx
Overview
4
years of professional experience
Summary
Subject Matter Expert with extensive experience in technical and programmatic requirements, delivering effective presentations and facilitating cross-functional communication. Proven ability to develop corrective actions and exercise sound judgment when engaging with senior personnel and external stakeholders. Over one year of experience in Customer Service Relations, demonstrating strong analytical skills and a commitment to continuous improvement. Reliable team player with a track record of exceeding performance targets and providing exceptional customer service.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Work History
American Health Marketplace
Customer Service Representative Senior Agent
11.2024 - 02.2025
Job overview
- Guided clients through downloading AHM mobile app, detailing each component effectively.
- Recorded all call interactions for comprehensive tracking.
- Assisted agents by answering questions during live calls to foster teamwork.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Supervised team of 68, providing exceptional coaching and mentoring.
Sagility
Healthcare Concierge Subject Matter Expert
08.2022 - 01.2024
Job overview
- Monitored and tracked projects to drive satisfactory progress and offer technical advice.
- Conducted analyses and developed models to support key decisions.
- Recognized and analyzed information and facts to make recommendations or conduct additional research.
- Processed day-to-day documentation between departments, consistently maintaining communication and eliminating bottlenecks.
- Monitored internal systems and processes to quickly identify and address issues.
- Developed custom workflows integrating modern web technologies.
- Served as expert on topics related to governance frameworks and organizational decision-making models.
- Developed and implemented procedures and policies to help support organizational goals.
- Communicated regularly with external and internal personnel to understand and meet their needs.
- Resolved or escalated business problems to keep operations moving smoothly.
- Reviewed accounts daily to determine areas in need of improvement and strategies for correcting faults.
- Conversed with senior leadership to extend sphere of influence across divisions and departments.
Apple One Employment Services
Customer Care Representative
12.2021 - 03.2022
Job overview
- Cultivated strong customer relationships to resolve complex issues and enhance loyalty.
- Delivered empathetic solutions and replacements based on customer needs.
- Documented consumer communications, addressing questions and complaints promptly.
- Managed external inquiries during peak periods to minimize wait times.
- Implemented best practices in customer care to ensure high satisfaction levels.
- Achieved team and client performance metrics while meeting deadlines.
- Directed phone calls to optimize service time and focus on effective solutions.
- Educated customers by simplifying complex information for better understanding.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Self Employed
Professional Landscaper
06.2020 - 11.2021
Job overview
- Planted flowers, grass, shrubs, and bushes in optimal growth environment.
- Inspected grounds to assess needs and planned weekly landscaping projects.
- Performed routine maintenance, including plaster application and fountain repairs.
- Collected and removed trash from outdoor areas to maintain cleanliness.
- Mowed lawns and trimmed weeds using lawnmower and weed-whacker.
- Checked fluid levels and tire pressure of landscaping equipment regularly.
- Organized seasonal tasks, ensuring timely completion of assigned work orders.
- Applied fertilizer and prepared soil to enhance plant growth.
- Optimized efficiency with regular maintenance services including pruning, pest control treatments, and fertilization applications.
- Enhanced curb appeal by designing and implementing creative landscaping solutions for residential and commercial clients.
Black Star Security Services
Security Professional
10.2019 - 05.2020
Job overview
- Reassessed risks regularly to stay on top of changing threats and requirements with proactive approach.
- Evaluated staff and determined necessary training and corrective actions to eliminate skill gaps and elevate performance.
- Reviewed current protocols to identify and close security deficiencies.
- Completed daily reports detailing security activities and incidents for senior management review.
- Walked constantly between entry points and around premises to maintain visible security presence.
- Helped implement security protocols to achieve optimal protections for staff and assets.
- Completed official reports to document incidents and security team activities.
- Assessed environments regularly to maintain physical security culture focused on protecting team members and assets.
- Used intelligence-led tactics to protect personnel and guests.
- Maintained security for staff, buildings and property to meet facility standards.
- Followed established practices to safely and efficiently recover stolen property.
- Responded promptly to crisis situations and implemented de-escalation and control techniques to reduce threat levels.
- Circulated among employees, visitors and patrons to protect property and preserve order.
- Confiscated unauthorized weapons or prohibited items prior to facility entry.
- Monitored entrances and exits to control access and prohibit entry of unauthorized individuals.
- Completed daily reports outlining regular activities and notable incidents.
- Operated hand-held devices and scanning machinery to complete inspections.
- Patrolled premises to identify and quickly respond to suspicious individuals or activities.
- Established and maintained strong relationships with local law enforcement agencies and personnel.
- Called for support from local law enforcement for situations of escalated threat or criminal activity.
Ricardo Rodriguez Custom Packing
Warehouse Packer
02.2019 - 06.2019
Job overview
- Maintained clean loading dock free of debris and safety hazards.
- Consistently adhered to safety program requirements in fast-paced environment.
- Lifted loads up to 100 pounds for shipping preparation.
- Followed instructions to prioritize tasks and meet daily production demands.
- Stacked cartons and trays on pallets using correct stacking patterns.
- Protected items during shipment with effective padding and wrapping techniques.
- Processed high volume of orders daily, achieving production targets consistently.
- Operated material handling equipment for efficient stock organization.
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
Gore Transport
Company Truck Driver
02.2014 - 08.2014
Job overview
- Maintained zero reportable incidents by adhering to road rules and safety standards.
- Coordinated efficient loading and unloading at destinations to meet schedules.
- Resolved customer issues promptly, minimizing delays and maximizing satisfaction.
- Checked paperwork meticulously to prevent delivery errors and enhance service quality.
- Logged miles, hours, and delivery activities, ensuring compliance with company and DOT regulations.
- Secured loads using chains, ropes, and tarps for safe transport.
- Planned routes strategically, adjusting with GPS applications to avoid delays from weather or construction.
- Inspected and maintained truck meticulously to ensure professional appearance and functionality.
- Assisted with loading and unloading cargo as needed, following proper lifting techniques to prevent injury or damage to goods.
- Contributed to an inclusive work environment by fostering positive relationships with colleagues from diverse backgrounds within the company.
DCJ Transportation Services
Owner/Operator Truck Driver
01.2013 - 01.2014
Job overview
- Maintained vehicle appearance and performance through thorough washing and cleaning.
- Reduced fuel consumption by applying defensive driving techniques and minimizing idling.
- Documented equipment conditions and issues for management review.
- Performed basic repairs and replenished fuel and fluids on vehicles.
- Retained bills of lading, packing slips, and invoices for management submission.
- Enhanced accuracy by verifying shipping documents against physical items.
- Collaborated with warehouse staff to ensure timely deliveries.
- Monitored traffic and weather to optimize routes and minimize delays.
- Managed day-to-day business operations.
- Operated with safety and skill to avoid accidents and delays.
Alpha & Omega Trucking
Company Driver
12.2011 - 01.2013
Job overview
- Maintained vehicle cleanliness and performance to ensure professional appearance and reliability.
- Reduced fuel consumption by applying defensive driving techniques and minimizing idle time.
- Documented equipment conditions and reported issues for maintenance tracking.
- Performed routine maintenance, including fuel and fluid replenishments and basic repairs.
- Verified shipping documents against physical items to reduce errors and enhance satisfaction.
- Collaborated with warehouse teams to ensure timely completion of deliveries.
- Monitored routes and adjusted based on traffic and weather conditions to minimize delays.
- Secured loads with ropes, covers, and chains to prevent cargo shifting during transport.
- Performed daily vehicle inspections before and after trips.
- Maintained impeccable driving record and history of zero incidents.
Education
Louisiana Baptist UniversityPalestine, TX
Associates of Biblical from Biblical Studies
03.2016
University Overview
Skills
- Device setup and configuration
- Creative problem-solving
- Multitasking abilities
- Customer relationship management
- Data entry
- Research proficiency
- Motivational techniques
- Team collaboration
- Active listening skills
- Critical thinking
- Active listening
- Customer service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative Senior Agent
American Health Marketplace
11.2024 - 02.2025
Healthcare Concierge Subject Matter Expert
Sagility
08.2022 - 01.2024
Customer Care Representative
Apple One Employment Services
12.2021 - 03.2022
Professional Landscaper
Self Employed
06.2020 - 11.2021
Security Professional
Black Star Security Services
10.2019 - 05.2020
Warehouse Packer
Ricardo Rodriguez Custom Packing
02.2019 - 06.2019
Company Truck Driver
Gore Transport
02.2014 - 08.2014
Owner/Operator Truck Driver
DCJ Transportation Services
01.2013 - 01.2014
Company Driver
Alpha & Omega Trucking
12.2011 - 01.2013
Louisiana Baptist University
Associates of Biblical from Biblical Studies
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