Roxanna Duenas
Colton,CA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls.
Overview
14
14
years of professional experience
Work History
Drug Screen Specialist
A Check Global
03.2014 - 07.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Answered phone calls and answered questions from potential customers.
- Documented calls and appointments using IA.
- Set up and updated IA accounts with latest information.
- Handled complaints and questions, and re-directed calls to other team members.
- Addressed client inquiries and updated database information.
Child Support Specialist
Child Support
01.2011 - 01.2013
- Executed collection calls and written or in-person interactions to solicit child support payments on overdue accounts.
- Located parents for gaining child support and prepared records of payments.
- Documented data and completed accurate updates to case records.
- Verified accuracy of billing data and corrected discrepancies.
- Maintained detailed records of customer payments and billing adjustments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
Receptionist
Transitional Assistance Office
03.2009 - 01.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
Education
High School Diploma -
Colton High School
Colton, CA06.2006
Skills
- Schedule Appointments
- Microsoft office, Word, Outlook
- Data Entry
- Call Center Operations
- People Person,
- Quick Learner
Languages
Spanish
Professional Working
Timeline
Drug Screen Specialist
A Check Global
03.2014 - 07.2023
Child Support Specialist
Child Support
01.2011 - 01.2013
Receptionist
Transitional Assistance Office
03.2009 - 01.2010
High School Diploma -
Colton High School
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