Chiquita Primas
Fort Worth
Summary
Customer-focused call center professional with 10+ years of experience supporting customers in high-volume contact center environments. Proven ability to resolve issues efficiently, document interactions accurately, and meet quality assurance, compliance, and attendance standards. Recognized for professionalism, reliability, and delivering positive customer experiences.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Supervisor
BMS CAT
01.2023 - 01.2024
- Roles strengthened leadership, quality control, teamwork, and adherence to procedures.
Production Operator
Dr Pepper
01.2022 - 01.2023
- Roles strengthened leadership, quality control, teamwork, and adherence to procedures.
Customer Relations Agent
Bayview Loan Servicing
10.2017 - 03.2020
- Handled high-volume inbound and outbound calls in a fast-paced contact center environment
- Resolved customer inquiries related to loan servicing while maintaining compliance standards
- Accurately documented customer interactions within servicing and collection platforms
- Met quality assurance, productivity, and attendance performance metrics
- Delivered professional, empathetic service while managing sensitive financial information
Receptionist / Customer Support
EDJ Online School
01.2012 - 10.2017
- Managed multi-line phone systems and responded to customer inquiries
- Registered new students, processed payments, and scheduled appointments
- Provided administrative support while maintaining accurate records
- Delivered consistent, professional service to parents, students, and staff
Customer Service Management
Bank of America
03.2007 - 08.2009
- Provided front-line customer support and account assistance
- Resolved customer concerns through effective problem-solving and de-escalation
- Ensured adherence to compliance, quality standards, and company policies
- Reviewed deliverables to ensure accuracy and customer satisfaction
- Processed payments and supported billing inquiries
Education
Associate of Arts - Business Administration
Tarrant County College
Fort Worth, TX 06.1994 - 07.1996
Eastern Hills High School
Fort Worth, TXSkills
- Customer Service
- Customer Experience (CX)
- Call Center Operations
- Account Support
- Issue Resolution
- Quality Assurance
- Compliance
- Call Documentation
- CRM Systems
- De-escalation
- Conflict Resolution
- Time Management
- Attendance Adherence
- Multitasking
- Professional Communication
Timeline
Supervisor
BMS CAT
01.2023 - 01.2024
Production Operator
Dr Pepper
01.2022 - 01.2023
Customer Relations Agent
Bayview Loan Servicing
10.2017 - 03.2020
Receptionist / Customer Support
EDJ Online School
01.2012 - 10.2017
Customer Service Management
Bank of America
03.2007 - 08.2009
Associate of Arts - Business Administration
Tarrant County College
06.1994 - 07.1996
Eastern Hills High School