Summary
Overview
Work History
Education
Skills
Timeline
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Rosario Alquinson Outley

Rosario Alquinson Outley

Waco,TX

Summary

Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.

Overview

10
10
years of professional experience

Work History

Customer Support Specialist

S2Genius
Waco, TX
06.2023 - 01.2025
  • Ensured customer satisfaction through effective communication skills and problem-resolution techniques.
  • Processed customer account changes with proprietary software.
  • Applied a consultative approach to collect information on customer service, account, and technical concerns.
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Resolved issues with the first call, and escalated more complex matters to obtain necessary customer support.
  • I followed up with customers after issue resolution to ensure they were happy with the outcome.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Recorded all customer interactions into the database system accurately and completely.
  • Investigated customer complaints regarding product quality or service rendered.
  • Participated in team meetings to discuss strategies for improving customer experience
  • Performed regular follow-up calls to check on customer satisfaction levels.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Assisted in developing training materials related to new products or services being released.
  • Assisted customers with online orders, ensuring a smooth and efficient purchasing experience.
  • Managed online payment transactions accurately.
  • Managed online delivery schedules to guarantee prompt and precise deliveries.
  • Addressed and resolved customer billing inquiries and refund requests promptly.

Home Health Aide

CDS In Texas
Waco, TX
12.2022 - 12.2023
  • Assisted with personal care activities, such as bathing, dressing and grooming.
  • Took initiative to ensure all tasks were completed efficiently within the designated time frame.
  • Helped clients move in bed, stand or walk using proper body mechanics techniques.
  • Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
  • Monitored vital signs such as temperature, pulse rate, blood pressure .
  • Accompanied clients to doctors' offices or on other trips outside home.
  • Helped clients stay happy and healthy by providing mental and emotional support.

Sales Associate

Fuze Furniture
Waco , TX
01.2021 - 11.2022
  • Greeted customers and provided exceptional customer service.
  • Adapted sales strategies based on customer interactions and feedback to improve results.
  • Maintained records related to sales for store management.
  • Attended weekly team meetings to review performance goals and objectives.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • Conducted inventories regularly to track stock levels.
  • Computed purchases, and received and processed cash or credit payments.
  • Processed returns, exchanges, and refunds are governed by company policies.
  • Answered incoming telephone calls to provide store, product, and service information.
  • Analyzed sales data to identify trends and adjust sales strategies accordingly.
  • Managed and maintained accurate customer data entry, utilizing proficiency in Windows operating systems, including QuickBooks, Microsoft Word, and Excel.

Call Center Representative

Meduit
Waco , TX
01.2015 - 07.2020
  • Answered, screened, and processed a high volume of calls daily, with a call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Resolved customer inquiries, questions, and concerns to consistently offer quality service, and meet performance benchmarks.
  • Managed self-pay account inventories, ensuring accurate billing procedures, and resolving discrepancies to reduce outstanding accounts receivable.
  • • Analyzed patient accounts and insurance details, determining the responsible party for payment, and facilitating customer contact for account resolution.
  • • Delivered exemplary customer service, addressing inquiries related to benefits, billing, and payments, and deciphered insurance Explanation of Benefits for appropriate patient billing.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Offered resolutions to de-escalate calls and solve customer issues.

Education

GED -

La Vega High
Waco, TX
09-1999

Skills

  • Customer relationship management (CRM)
  • Appointment scheduling
  • Call center experience
  • Workflow management
  • Team collaboration
  • Email management
  • Adaptability and flexibility
  • Remote support tools
  • Ticket management
  • Technical troubleshooting
  • Analytical thinking
  • Data entry
  • Service ticket management
  • Verbal and written communication
  • Payment processing
  • Problem-solving
  • Multitasking and organization
  • Empathy and patience
  • Salesforce
  • Complaint handling

Timeline

Customer Support Specialist

S2Genius
06.2023 - 01.2025

Home Health Aide

CDS In Texas
12.2022 - 12.2023

Sales Associate

Fuze Furniture
01.2021 - 11.2022

Call Center Representative

Meduit
01.2015 - 07.2020

GED -

La Vega High

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Rosario Alquinson Outley