Rene A. Hernandez Chavez

At this call center I would handle 100+ calls daily, answering emails, maintaining customer service etiquette under quality assurance. My duties included answering general inquiries about a customer’s account or plan, while offering to assist with financial transactions, general explanations and tips. The more that we could do for the customer, the better the service, so we were in a constantly empathizing behavior to maintain customer satisfaction. Resolving customers inquiries billing, new enrollments for their electric service business.

• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Evaluated client needs and developed tailored solutions to increase positive customer ratings.
• Developed and implemented strategies to increase client retention.
• Monitored and analyzed customer feedback to identify opportunities for improvement.

Inbound calls to assist customer billing inquiring, sales empathizing behavior to maintain customer satisfaction, sometimes I would do QA projects to assist the team and making sure the agents were meeting their task. Moved to Operations department, learned the NE markets, I do enrollments approval, verify the contracts Making sure the information is valid. I do transactions reject in the ERCOT department, I done billing review for commercial. Developed written documents and reports related to programs and operations.

• Identified and analyzed project risks and developed mitigation strategies.
• Formulated mathematical or simulation models of problems, relating constants and variables plans, contract rate conflicting objectives and related numerical parameters.
• Conducted research and analysis to develop customer account status solutions to complex operational problems.

At T-Mobile we are trained to address customers in person, ready to attend to their inquiries and do so in a highly paced manner. Here I’m able to handle several customers at once, make sure their enrollments, their transactions and their updates on their accounts are done so properly and I exercise up selling as smoothly as taught so that the competitiveness keeps high. Managed customer accounts to secure customer satisfaction and repeat business.

• Trained and mentored new sales representatives.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.