Rocio Berreth
El Paso,Texas
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at TLC and Conduit Global Call Center. Skilled in problem-solving and active listening, adept at resolving conflicts and turning negative situations into positive outcomes. Demonstrates critical thinking and call center expertise, significantly improving client retention and feedback.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TLC
02.2018 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative
Conduit Global Call Center
05.2017 - 01.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative Agent
West Telemarketing
01.2006 - 03.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
Education
Utep University of Texas
El Paso, TXAssociate Of Business Administration - Business Administration
Southwest University At El Paso
El Paso, TXAssociate Of Arts And Sciences - Education
El Paso Community College
El Paso, TXCDL. License - Truck Driving
MTA Truck Driving School
El Paso, TXSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
Languages
English and Spanish
Native or Bilingual
Timeline
Customer Service Representative
TLC
02.2018 - 08.2024
Customer Service Representative
Conduit Global Call Center
05.2017 - 01.2019
Customer Service Representative Agent
West Telemarketing
01.2006 - 03.2018
Utep University of Texas
Associate Of Business Administration - Business Administration
Southwest University At El Paso
Associate Of Arts And Sciences - Education
El Paso Community College
CDL. License - Truck Driving
MTA Truck Driving School
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