Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Patricia Mata

Waco,TX

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Specialist

Apria Healthcare
Waco, TX
05.2023 - Current
  • Answered incoming customer inquiries regarding product and service information.
  • Maintained a high level of professionalism while interacting with customers via phone.
  • Processed returns or exchanges according to company policies and procedures.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Processed orders for enteral feeding supplies.

Call Center Customer Service Representative

Miracle Ear
Waco, TX
11.2016 - 09.2022
  • Participated in training sessions to stay current on changes in products and services.
  • Demonstrated excellent listening skills while interacting with customers.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Answered over 50 calls per shift to meet fast-paced call center demands.

Data Entry Clerk

EMSI
Hewitt, TX
09.2013 - 10.2016
  • Accurately handled data entry for clients into company-based software.
  • Evaluated source documents to locate needed information.
  • Added documents to file records and created new records to support filing needs.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Followed up with customers on unresolved issues.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Scanned documents into appropriate databases for storage purposes.

Customer Service Event Specialist

Advantage Sales
Bellmead, TX
07.2012 - 08.2013
  • Resolved concerns with products or services to help with retention and drive sales.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Analyzed customer feedback data to identify areas for improvement in products or services offered.

Education

Associate of Applied Science - Medical Office Management- Currently Enrolled

McLennan Community College

High School Diploma -

University High School

Skills

  • Excellent communication skills
  • Filing skills
  • Call center operations
  • Documentation and reporting
  • Database Management
  • Professional telephone demeanor
  • Multi-line phone talent
  • CRM
  • POS systems expert
  • Empathetic
  • Data Entry
  • Inbound and Outbound Calling
  • Appointment Scheduling
  • Follow-up skills
  • Medical terminology knowledge
  • Typing proficiency
  • 10-Key
  • Adaptive team player
  • Office equipment proficiency
  • Critical Thinking
  • Account updating
  • Exceptional attention to detail
  • Order Processing
  • Document Scanning

Accomplishments

  • Keyboarding & Business Document Formatting Skills Award - McLennan Community College
  • Secretarial Technology Skills Award- McLennan Community College

Certification

  • Data Analytics I-Harnessing the Power of Data Certificate- McLennan Community College
  • Office Technology Specialist Certificate- McLennan Community College

Timeline

Customer Service Specialist

Apria Healthcare
05.2023 - Current

Call Center Customer Service Representative

Miracle Ear
11.2016 - 09.2022

Data Entry Clerk

EMSI
09.2013 - 10.2016

Customer Service Event Specialist

Advantage Sales
07.2012 - 08.2013

Associate of Applied Science - Medical Office Management- Currently Enrolled

McLennan Community College

High School Diploma -

University High School

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Patricia Mata