Rox-an Valencia
Bay City
Summary
Dynamic professional with a proven track record at Teleperformance, excelling in technical support and customer service. Expert in technical troubleshooting and active listening, I significantly improved customer satisfaction through effective problem-solving and empathetic communication. Skilled in handling high-stress situations, my approach enhances loyalty and resolves complex issues efficiently.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Maximum Research
10.2022 - 12.2024
- 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.
Healthcare Customer Service Representative
CVS Healthcare
10.2019 - 09.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Technical Support Representative
Teleperformance
08.2013 - 09.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma -
Bay City High School
05-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Appointment scheduling
- Medical terminology
- Call center experience
- Claims processing
- Technical support
- Technical troubleshooting
- Product troubleshooting
- Remote support
Languages
English
Full Professional
Timeline
Customer Service Representative
Maximum Research
10.2022 - 12.2024
Healthcare Customer Service Representative
CVS Healthcare
10.2019 - 09.2022
Technical Support Representative
Teleperformance
08.2013 - 09.2019
High School Diploma -
Bay City High School
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