Rosalva Alvarez
Yuma,AZ
Summary
Compassionate and dedicated Direct Support Professional with a strong background in customer service and caregiving. Experienced in providing individualized support to people with diverse needs while promoting independence, dignity, and quality of life. Bilingual professional with excellent communication, multitasking, and problem-solving skills. Highly motivated and dependable, with the ability to build meaningful relationships, support daily living activities, and contribute positively to team and organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Direct Support Provider
New Hope Of Arizona
Yuma, AZ
04.2024 - Current
- Provided personalized support to individuals with fostering independence living skills, social skills and enhancing quality of life.
- Developed recreational activities tailored to clients' interests, encouraging social interaction and engagement.
- Assisted clients in daily living activities, promoting skill development and self-sufficiency.
- Collaborated with multidisciplinary teams to create and implement individualized care plans.
- Monitored client progress, documenting changes and adjusting support strategies as needed.
- Implemented behavior management techniques to address challenges effectively and compassionately.
Customer Service Representative
Credit9/Americor
05.2023 - 04.2024
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and provided information in regards to their loan.
- Developed strong service knowledge to provide informed recommendations based on individual customer needs.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
Customer Service Representative
Asurion
01.2015 - 01.2023
- Receive inbound calls and processing claims per customer request
- Maintain and distribute knowledge of company products and policies
- Acquire important information from customers through out a call to be able to properly tailor the offer of the service require to sale.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Trained new employees on customer service, money handling and organizing strategies.
- Set and achieved company defined sales goals.
- Managed over 50 customer calls per day.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Receptionist/Call Manager
Holiday Systems International
10.2013 - 11.2014
- Answer all incoming calls and provide assistance to members by finding out the nature of call
- Connect members to the correct department
- Organized and filed all documents regarding members and clients
- Maintained organization of the office and ensured all office procedures were followed properly
- Followed up accordingly with all clients and office staff members
- Macy's Credit and Customer Service
Fraud Prevention Associate
Macy's
Tempe Arizona
08.2012 - 08.2013
- Provide customers with the correct verification required to identify customers and protect customers' accounts
- Verify billing information with bank to further process customer's online orders to ensure consumer protection
- Outbound calls to customers at verified phone number to verify recent suspicious activity on customer's account
- Diagnose customer's accounts as fraudulent when suspicious activity was confirmed.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Customer Sales Representative
AT&T
07.2010 - 07.2012
- Provided customers with best in class customer service when representing the AT&T brand
- Helped customers understand their billing statements and addressed any questions or concerns as necessary
- Provided customers with answers to questions regarding account questions or plan changes
- Upgraded/ Downgraded customer accounts as necessary or if requested by the customer
- Resolved concerns with products or services to help with retention and drive sales.
- Set and achieved company defined sales goals.
Administrative Assistant
Department
06.2008 - 07.2010
- Answered all incoming calls and provided assistance to all customer requests
- Organized and filed all documents regarding clients and customers
- Handled the paying of all weekly claims utilizing an internal computer program
- Maintained organization of the office and ensured all office procedures were followed properly
- Followed up accordingly with all clients and office staff members
Education
Some College (No Degree) - General Studies
Arizona Western College
San Luis, AZAcquired High School Diploma -
San Luis High School
San Luis, AZ01.2009
Skills
- Customer Service
- Mobility support
- Intermediate Microsoft user (Word / Excel)
- Communication
- Detailed oriented
- Product Knowledge
- Closing sales
- Goal setting and forecasting
- Housekeeping
- Positive reinforcement
- Social skills development
- Transportation assistance
- Meal preparation
Certification
- Certified [Closer], [Closer Academy/Limelight Media]
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Direct Support Provider
New Hope Of Arizona
04.2024 - Current
Customer Service Representative
Credit9/Americor
05.2023 - 04.2024
Customer Service Representative
Asurion
01.2015 - 01.2023
Receptionist/Call Manager
Holiday Systems International
10.2013 - 11.2014
Fraud Prevention Associate
Macy's
08.2012 - 08.2013
Customer Sales Representative
AT&T
07.2010 - 07.2012
Administrative Assistant
Department
06.2008 - 07.2010
Some College (No Degree) - General Studies
Arizona Western College
Acquired High School Diploma -
San Luis High School