Patricia Gongora
Layton
Summary
Seasoned Virtual Customer Service Representative with a proven background in providing high-quality customer support remotely. Possess comprehensive knowledge of modern customer service techniques, technology, and software. Strengths include conflict resolution, empathetic communication, and problem-solving skills. Have consistently enhanced customer satisfaction rates in previous roles by delivering timely solutions and fostering positive relationships.
Overview
6
6
years of professional experience
2027
2027
years of post-secondary education
Work History
Virtual Customer Service Representative
Valvoline llc
Louisville
03.2026 - Current
- Assisted customers with product inquiries and service-related questions.
- Processed customer orders and managed service requests efficiently.
Sales Manager
Aarons Furniture Store
Ogden
05.2024 - 01.2025
- Managed daily operations of the sales floor for optimal customer experience.
- Trained and mentored team members on product knowledge and sales techniques.
- Developed promotional displays to enhance product visibility and attract customers.
Customer Service Representative
IRS
Ogden
03.2020 - 06.2022
- Assisted taxpayers with inquiries about tax returns and refunds.
- Processed incoming calls and directed inquiries to appropriate departments.
- Explained tax laws and regulations to ensure compliance and understanding.
Fresenius Medical Care
- Communicated my knowledge and skills by training other coworkers.
- Troubleshoot and problem solves to make quick decisions to correct machine issues.
- Continually met high production goal
Bilingual Member service Specialist
AAA
- Member service specialist
- Provided first call resolution: provider inquiries, members (authorization, claims, enrollment and benefit questions
- Consistently ranking in the top 10 of 160 employees, highly effective at utilizing time in our systems to resolve dealer issues
- Maintained a Quality score of 95% out of 100%.
- Helped customers with their account information, credit and billing, taking payments and placed online orders
- Bilingual Member service Specialist
Education
Business Management and Accounting
Stevens Henagers College
High School Diploma -
North Park High School
Skills
- Customer Service
- People oriented
- Bilingual
- Problem solving
- Communication skills
- Attention to detail
- Business Correspondence
- Analytical thinking
- Determine persuasive sales
- Strong organizational skills
References
- Rudy Landin, 801-695-0232
- Bridgette Buck, 801-644-6392
- Sandra Pavelka, 801-755-2691
Timeline
Virtual Customer Service Representative
Valvoline llc
03.2026 - Current
Sales Manager
Aarons Furniture Store
05.2024 - 01.2025
Customer Service Representative
IRS
03.2020 - 06.2022
Fresenius Medical Care
Bilingual Member service Specialist
AAA
Business Management and Accounting
Stevens Henagers College
High School Diploma -
North Park High School