Raquel Garza
Edinburg,TX
Summary
Knowledgeable Leader and Billing Representative familiar with Tele-communication and customer service practices and compliance requirements. Excellent customer service and problem-solving abilities. Offering 10+ years of experience and the drive to excel in all areas.
Overview
14
14
years of professional experience
Work History
Member Service Representative
PenFed Credit Union
San Antonio, TX
10.2024 - 06.2025
- Support inbound member calls and accurately complete requested transactions regarding PenFed deposit, credit cards, and loan products.
- Provide an excellent member experience in all member interactions and educate members on PenFed products and services to best support their financial goals.
- Used research tools provided to resolve and de-escalate member questions or issues by answering member inquiries about new and existing accounts.
- Make outbound calls to resolve members' inquiries or close any open/pending cases and claims.
- Update member records and document member calls.
- Meet monthly metrics.
MCS Billing Representative
Spectrum, Charter Communications LLC
McAllen, TX
03.2021 - 12.2022
- Help customers with the overview of their bill statements, assist in making changes such as their service plan, device upgrades, reimbursements, or credits, and update their form of payment.
- Provide customers with technical support with their devices when having issues with both network and device functionality.
- Reviewed and solved account and billing discrepancies.
- Assessed accounts for payment status and reached out to customers.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Received incoming information and entered it into the database system.
- Consistently met company stats and received several positive affirmations for the service I provided to our customers.
Shift Supervisor
Starbucks Coffee Company
McAllen, TX
04.2015 - 03.2021
- Hired as a barista, promoted to Shift Supervisor within 6 months, and led a Fast-paced environment that was clean, caring, and uplifting.
- Responsible for deployment of operations - supervised 6-8 partners at a time.
- Reviewed Key Performance Indicators during bi-weekly manager meetings and applied feedback.
- Maintained proficient inventory levels by being solely responsible for ordering/receiving, organizing, and maintaining accurate pars in the store.
- Responsible for teaching and training new partners - Leveraged a training plan in combination with on-the-job training and a personal development plan to enhance capabilities.
- Responded to any customer inquiries or concerns and recovered all experience with excellent service that met our standards of service.
Cafe Lead
Barnes & Noble
McAllen, TX
08.2011 - 04.2015
- Hired to work as a café server, promoted to café lead within the first year.
- Provided in-depth information to customers on beverage preparation and offered samples of the latest brews.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Oversaw the balancing of cash registers, reconciled transactions, and deposited the establishment's earnings to the bank.
- Set and enforced performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction.
Education
Bachelor of Applied Technology - Medical and Health Services
South Texas College
McAllen, TX05.2022
Associate of Applied Arts - Social Work
South Texas College
McAllen, TX05.2019
Skills
- Customer service / support
- De-escalation techniques
- Relationship building
- Financial transactions
- Dispute resolution
- Issue resolution
Timeline
Member Service Representative
PenFed Credit Union
10.2024 - 06.2025
MCS Billing Representative
Spectrum, Charter Communications LLC
03.2021 - 12.2022
Shift Supervisor
Starbucks Coffee Company
04.2015 - 03.2021
Cafe Lead
Barnes & Noble
08.2011 - 04.2015
Associate of Applied Arts - Social Work
South Texas College
Bachelor of Applied Technology - Medical and Health Services
South Texas College