Perla Rosales
El Paso,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
3
3
years of professional experience
Work History
Bilingual CSR
Everise
McGregor, TX
05.2023 - Current
- Maintained a professional demeanor at all times when interacting with customers either verbally or through written communication.
- Collaborated with other departments within the organization such as sales, marketing, accounting and IT to ensure customer satisfaction was achieved.
- Communicated regularly with customers via phone, email or chat to provide updates on order status or answer questions about products or services.
- Utilized problem-solving skills to resolve customer concerns in a timely manner.
- Identified opportunities for improvement in processes that would enhance overall efficiency.
- Provided excellent customer service to clients with diverse cultural backgrounds, resolving their issues promptly and effectively.
- Answered incoming customer inquiries in Spanish and English, providing accurate information and solutions.
- Followed standard operating procedures when handling calls from customers according to company policy.
- Ensured all customer complaints were logged into the system for further investigation or resolution.
- Updated customer records in the database after each interaction ensuring accuracy of information.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Unarmed Security Guard
Fidelis Protective Services
El Paso, TX
07.2022 - 05.2023
- Inspected buildings prior to opening hours in order to identify risks or potential hazards.
- Performed foot patrols around the property to ensure safety and security of personnel and visitors.
- Observed all entrances for any signs of criminal activities or trespassers.
- Patrolled assigned areas to detect suspicious activity and prevented unauthorized access.
- Conducted daily security checks of the premises, equipment, and vehicles.
- Prepared detailed incident reports when required for review by management team members.
- Maintained accurate records of daily occurrences including shift logs and incident reports.
- Provided friendly and professional assistance to employees, visitors and customers.
- Identified suspicious activity to determine appropriate response.
Pharmacy Cashier
Alameda Thrifty Pharmacy
El Paso, TX
02.2022 - 07.2022
- Greeted customers, provided excellent customer service, and answered inquiries in a timely manner.
- Provided accurate change for transactions and balanced the daily till at the end of each shift.
- Adhered to HIPAA regulations when handling confidential patient information.
- Maintained clean and organized checkout and retail areas to ensure a pleasant shopping experience.
- Managed cash drawer, ensuring accurate cash handling and daily reconciliations.
- Maintained work area and kept cash drawer organized.
Education
GED -
El Paso Community College
El Paso, TX08-2022
Skills
- Upselling strategies
- Paperwork Processing
- Complaint resolution
- Data Collection
- Data Entry
- Inbound and Outbound Calling
- Call Management
- System implementation
- Active Listening
- Research
- Customer Education
- Microsoft Outlook
- Problem-solving abilities
- Critical Thinking
- Problem Resolution
- Conflict Resolution
- Appointment Scheduling
Languages
English
Professional
Spanish
Professional
Affiliations
Hello my name is Perla Rosales, outside of work i like to spend time with family cookouts, football games taking walks at the park. I also do have my own garden at home that provides my family with vegetables and currently am working on expanding in to fruit trees.
Timeline
Bilingual CSR
Everise
05.2023 - Current
Unarmed Security Guard
Fidelis Protective Services
07.2022 - 05.2023
Pharmacy Cashier
Alameda Thrifty Pharmacy
02.2022 - 07.2022
GED -
El Paso Community College
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