San Juana Castillo
Mission,TX
Summary
Provide a high level of customer service and client relations based on outstanding communication and interpersonal skills. Confident, pleasing personality. Strong analytical skills. Comfortably empathize with the customer and provide appropriate solutions. Well-versed with telephone etiquette good at data entry. Hands-on experience with Microsoft Word, Outlook Email, and Excel. Type 54 WPM.
Overview
16
16
years of professional experience
Work History
Contact Center Supervisor
Senture LLC
McAllen, TX
03.2020 - Current
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 8-15 agents and surpassed individual and corporate goals.
Rural route mail carrier
United States Postal Service
Mission, TX
12.2018 - 03.2019
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders and stamp purchases in field.
- Sorted mail according to order of address appearance for easy access in field.
- Signed and received mail with signature requirements upon delivery and loading.
- Maintained energy and enthusiasm in fast-paced environment
Client care Rep
Maximus
Edinburg, TX
05.2015 - 12.2018
- Answer income calls for the Texas Health and Human Services
- Update and Input client information into the state data base.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Technical Support Rep
Panasonic
McAllen, TX
03.2013 - 02.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Senior Customer Service Rep. Atento
Compass Bank
Pharr, TX
09.2009 - 02.2013
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients over phone to answer questions and address complaints.
Car Sales Associate
Fiesta Chevrolet
Edinburg, TX
05.2007 - 08.2009
- Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
- Negotiated purchase prices and explained sales, warranty and optional products.
- Answered telephone and email inquiries from potential customers.
Private Home Care Provider
Prestige Home Care Services
Mission, TX
01.2005 - 02.2007
- Transported clients for medical and personal outings.
- Provided direct personal care and administrative services to clients.
Education
High School Diploma -
Edinburg North High School
Edinburg, TX06.2004
Skills
- Self-Motivated
- Flexible and Adaptable
- Attention to Detail
- Complaint resolution
- Strategic planning
Timeline
Contact Center Supervisor
Senture LLC
03.2020 - Current
Rural route mail carrier
United States Postal Service
12.2018 - 03.2019
Client care Rep
Maximus
05.2015 - 12.2018
Technical Support Rep
Panasonic
03.2013 - 02.2015
Senior Customer Service Rep. Atento
Compass Bank
09.2009 - 02.2013
Car Sales Associate
Fiesta Chevrolet
05.2007 - 08.2009
Private Home Care Provider
Prestige Home Care Services
01.2005 - 02.2007
High School Diploma -
Edinburg North High School