Sandra Gutierrez
Remote Agent
Jarrell,TX
Summary
Skilled in complaint resolution and professional telephone demeanor, I excel in delivering exceptional customer service, as demonstrated during my tenure at DentaQuest. Leveraging computer skills and a knack for multi-task management, I consistently enhance customer satisfaction and efficiency. My proactive approach and ability to mentor underscore my commitment to excellence and team leadership.
Overview
16
16
years of professional experience
Work History
Customer Service Outreach Specialist
DentaQuest
Austin, TX
02.2017 - 04.2023
- Contacted customers about potential service upgrades, new services and account changes.
- Answered incoming calls in a timely manner and provided accurate information on products and services.
- Followed up with customers via email or telephone as needed regarding account status or other inquiries.
- Maintained accurate records of all customer interactions and transactions.
- Made phone calls and sent emails to establish leads.
- Ensured that all customer data is kept confidential at all times.
- Called no shows and cancellations to reschedule.
- Scheduled appointments for customers based on their availability.
- Scheduled and confirmed appointments.
- Provided exceptional customer service through effective telephone communication and follow-ups.
Customer Service Representative
DentaQuest
Austin, TX
02.2015 - 02.2017
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Provided accurate information about products and services to customers.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Municipal Services Bureau
Austin, TX
08.2007 - 01.2014
- Provided exceptional customer service to ensure customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mentored junior team members and managed employee relationships.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained a high level of professionalism when dealing with difficult customers.
- Processed payments for customers in a timely manner, ensuring that all deadlines were met.
Education
High School Diploma -
John H Reagan High School
Austin05-2006
Skills
- Professional telephone demeanor
- Account updating
- Complaint resolution
- Scheduling
- Customer service
- Multi-task management
- Payment processing
- Scheduling appointments
- Computer skills
- Remote office availability
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Outreach Specialist
DentaQuest
02.2017 - 04.2023
Customer Service Representative
DentaQuest
02.2015 - 02.2017
Customer Service Representative
Municipal Services Bureau
08.2007 - 01.2014
High School Diploma -
John H Reagan High School
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