Open To Work
Raquel Gomez
Taylor,USA
Work Preference
Summary
Hard-working professional with 26.5+ years of experience and a proven knowledge of Problem solving, tolerant and flexible, Strong work ethics, organized and Prioritization, Time management , critical thinking, handling pressure, customer service, and customer retention. Aiming to leverage my skills to successfully fill the Customer Service role at your company.
Overview
25
25
years of professional experience
Work History
SR. DATA ENTRY SUPERVISOR
Protect America Inc.
Austin, TX
10.2012 - Current
- Increased the accuracy of data entered into ordering system to 99% enabling the customer service department to better care for the clients without interruptions or mistakes
- Managed databases of customers' records and shipping information to eliminate wasted entries and erroneous data which streamlined operations for shipping, customer service, accounting and sales departments.
- Audited work quality with operators and identified training and performance issues to enhance team effectiveness.
- Evaluated phone calls from sales and Customer Service Representatives and orders entered by the Data Entry Operators to monitor performance and create training plans.
- Supervised office and customer service employees, ensuring adherence to quality standards and deadlines while correcting errors to maintain operational efficiency.
- Created performance plans and conducted weekly and yearly reviews to provide updates and assistance for improvements.
- Collaborated with production team and departmental managers to address issues and implement solutions, ensuring timely order processing.
- Evaluated employees' job performance and conformance to regulations and recommended appropriate personnel action.
- Hired personnel and trained them on job duties to ensure operational readiness.
- Plan and prepare work schedules, and assign employees to specific duties.
- Provide staff with assistance in performing difficult or complicated duties.
- Monitor Customer Service calls , such as Test backup batteries, keypad programming, sirens, and all security features in order to ensure proper functioning, and to diagnose malfunctions.
- Mount and fasten control panels, door and window contacts, sensors, or video cameras and attach electrical and telephone wiring to connect components.
Customer Service Representative
Experian
Austin, NVtx
09.2019 - 06.2026
- Resolved customer complaints through effective communication and targeted problem-solving.
- Assisted customers with inquiries about credit reports and scores, ensuring clarity and understanding.
- Educated clients on product features and benefits, enhancing their engagement
- Informed clients about identity theft protection and credit monitoring services to enhance their security awareness.
- Collaborated with team members to improve customer service processes and efficiency.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Provided training to new staff on company policies and customer service techniques.
- Handled high-volume calls while maintaining professionalism and empathy toward customers.
- Developed FAQs and resources to enhance customer support experience at Experian.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex network connectivity issues through remote access methods or on-site visits.
CUSTOMER SERVICE SUPERVISOR
Protect America Inc.
Austin, TX
10.2001 - 07.2020
Education
Certification - Clinical Medical Assisting
NATIONAL INSTITUTE TECHNOLOGY
Austin, TXHigh School Diploma -
PIONEER HIGH SCHOOL
Whittier, CASkills
- Microsoft Excel
- Quality Assurance
- Microsoft Word
- Microsoft PowerPoint
- Problem Solving
- Customer Service
- Customer Retention
- Bilingual - fluent in Spanish/English
- Verbal Communication
- Written Communication
- Team Collaboration
- Adaptability
- Organized
- Prioritization
- Time Management
- Critical Thinking
- Handling Pressure
Timeline
Customer Service Representative
Experian
09.2019 - 06.2026
SR. DATA ENTRY SUPERVISOR
Protect America Inc.
10.2012 - Current
CUSTOMER SERVICE SUPERVISOR
Protect America Inc.
10.2001 - 07.2020
Certification - Clinical Medical Assisting
NATIONAL INSTITUTE TECHNOLOGY
High School Diploma -
PIONEER HIGH SCHOOL