Silvia Hidalgo González
Porter
Summary
Customer support professional with extensive experience at T-Mobile, specializing in problem-solving and conflict resolution. Demonstrated ability to enhance customer satisfaction through effective communication and CRM software expertise. Skilled in managing multiple inquiries while ensuring compliance and maintaining strong client relationships. Empathetic Customer Care Agent known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, problem-solving, and adaptability, ensuring positive outcomes in customer interactions.
Overview
4
4
years of professional experience
Work History
Customer Care Agent
Carenet healthcare
San Antonio
05.2023 - Current
- Processed payments and verified account details for security compliance.
- Maintained detailed records of customer interactions in CRM software.
- Collaborated with team members to improve customer service strategies.
- Assisted customers with inquiries, complaints, and service requests via phone, email, and chat.
Client Support Specialist
T-Mobile, Custom Wireless
Houston
02.2021 - 07.2023
- Troubleshot technical issues and guided customers towards effective solutions.
- Provided expert support to customers via phone and chat channels.
- Delivered real-time support through phone, email, and live chat channels.
- Resolved billing discrepancies, processed refunds, and handled disputes professionally.
- Ensured adherence to company policies, procedures, and compliance regulations.
- Resolved technical issues related to mobile devices and services.
Customer Service Representative
Buckalew Chevrolet
Conroe
03.2021 - 05.2023
- Met or exceeded performance metrics, including response time and resolution rate.
- Adapted to new systems and procedures to enhance service efficiency.
- Managed multiple customer interactions simultaneously while maintaining accuracy.
- Escalated complex issues to appropriate departments for resolution.
Education
High School Diploma - [Your Major, if applicable]
Marque Learning Center
Pasadena, TXSkills
- Customer support and service
- CRM software
- Payment processing
- Communication skills
- Problem solving
- Active listening
- Conflict resolution
- Time management
- Multitasking
- Data entry
- CRM software proficiency
- Phone etiquette
- Email correspondence
- Order processing
- Team collaboration
- Adaptability
- Attention to detail
- Customer inquiries
- Customer service
- Call center experience
- Typing speed
- Appointment scheduling
- Complaint handling
- Relationship building
- Inbound customer service
- Call handling
- Empathy and patience
- Spanish fluency
Timeline
Customer Care Agent
Carenet healthcare
05.2023 - Current
Customer Service Representative
Buckalew Chevrolet
03.2021 - 05.2023
Client Support Specialist
T-Mobile, Custom Wireless
02.2021 - 07.2023
High School Diploma - [Your Major, if applicable]
Marque Learning Center
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