Rosemary parra
San Antonio,TX
Summary
Compassionate and resourceful professional with expertise in customer service and technical support. Recognized for strong active listening and empathy, driving successful outcomes in customer interactions and team collaboration.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Qualfon
08.2026 - Current
- Provided timely support to customers via phone, email, and chat channels.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Resolved customer inquiries by utilizing company knowledge base and CRM systems.
- Documented interactions and solutions in ticketing system for future reference.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
IT Technical Support Representative
IBEX Global
05.2025 - 08.2026
- Provided technical support for software and hardware issues, ensuring prompt resolution and user satisfaction.
- Assisted users in troubleshooting network connectivity problems, enhancing overall system performance.
- Collaborated with cross-functional teams to identify recurring issues and implement effective solutions.
- Documented technical procedures and solutions, improving knowledge base accessibility for team members.
- Engaged with customers via phone and chat, delivering clear instructions for issue resolution.
Customer Service Representative
MCNA
04.2024 - 03.2025
- Managed high-volume call environment while ensuring exceptional service quality.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed service requests, maintaining accuracy and adherence to company protocols.
- Trained new team members on systems and best practices for customer interactions.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Data Intake Specialist
Amerisource Bergen -Lash Group
11.2019 - 09.2024
- Updated internal planning tools and platforms to log activities.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Maintained files, records, and chronologies of entry activities.
- Corrected data entry errors to prevent duplication or data degradation.
- Managed and organized documents for data entry tasks.
Education
GED -
East Central High
San Antonio, TXSkills
- Customer relationship management (CRM)
- CRM tools
- Salesforce
- CRM solutions
- Data management
- Technical troubleshooting
- Problem-solving
- Conflict resolution
- Complaint handling
- Customer service
- Remote support tools
- Microsoft windows and office
- Active listening
- Office productivity tools
Timeline
Customer Support Specialist
Qualfon
08.2026 - Current
IT Technical Support Representative
IBEX Global
05.2025 - 08.2026
Customer Service Representative
MCNA
04.2024 - 03.2025
Data Intake Specialist
Amerisource Bergen -Lash Group
11.2019 - 09.2024
GED -
East Central High