Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Skyla Calzada

Houston,TX

Summary

Customer service professional with extensive experience at Empower Pharmacy, specializing in conflict resolution and innovative solutions. Achieved high customer satisfaction ratings while training and mentoring staff effectively. Skilled in payment processing and analytical problem-solving, delivering results in high-pressure settings.

Overview

9
9
years of professional experience

Work History

Remote Customer Service

Empower Pharmacy
Houston, Texas
04.2024 - 06.2025
  • Delivered exceptional customer service, ensuring guest satisfaction consistently.
  • Resolved customer complaints related to worker performance and service delivery.
  • Assisted customers in selecting products tailored to individual needs.
  • Facilitated remote support for customers via phone and online chat services.
  • Collaborated effectively with diverse coworkers to meet goals and resolve product-related issues.
  • Completed day-to-day duties accurately and efficiently.

Call Center Representative

Riverway Business Services
Houston, Texas
05.2023 - 12.2023
  • Managed high call volume while maintaining quality service standards.
  • Assisted customers in navigating services and product offerings effectively.
  • Followed up on unresolved customer issues to ensure satisfaction and retention.
  • Participated in team meetings to discuss challenges and develop solutions collaboratively.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Sales Representative

DD's Discount Store
09.2019 - 06.2023
  • Set and achieved company defined sales goals.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Met existing customers to review current services and expand sales opportunities.
  • Contributed to team objectives in fast-paced environment.
  • Trained and mentored new sales representatives.
  • Built relationships with customers and community to promote long term business growth.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Retained excellent client satisfaction ratings through outstanding service delivery.

Marketing/Assistant Finance Manager

Mattress Maniac
09.2019 - 03.2023
  • Supported operations management, sales, and marketing efforts to increase revenue and overall financial health.
  • Spearheaded expansion strategies to increase business market share.
  • Trained new and existing staff members in various financial procedures to prepare for job requirements.
  • Created organizational structures to improve accounting and finance functions.

Debt Collector Agent

Harris County Toll Road Authority
09.2022 - 02.2023
  • Analyzed customer financial records to determine appropriate payment plan.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Generated and distributed monthly customer statements.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.

Sales Representative

Walmart
10.2017 - 02.2019
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Met existing customers to review current services and expand sales opportunities.
  • Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
  • Consistently lifted materials weighing as much as 60 pounds.
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Prepared orders for shipment by picking, packing, and labeling merchandise.

Cashier

Kroger's Grocery Store
03.2016 - 09.2018
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Welcomed customers and helped determine their needs.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.

Education

High School Diploma -

Elisk High School
Houston, TX
06.2017

Skills

  • Payment processing
  • Customer conflict de-escalation
  • Due diligence investigation
  • Equity and debt analysis
  • Solution development
  • Staff training and development
  • Customer service excellence
  • Intelligence analysis
  • Service issue troubleshooting
  • Employee performance evaluation
  • Technology proficiency
  • Accounting knowledge
  • Analytical and problem-solving skills
  • Microsoft Word proficiency

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Remote Customer Service

Empower Pharmacy
04.2024 - 06.2025

Call Center Representative

Riverway Business Services
05.2023 - 12.2023

Debt Collector Agent

Harris County Toll Road Authority
09.2022 - 02.2023

Sales Representative

DD's Discount Store
09.2019 - 06.2023

Marketing/Assistant Finance Manager

Mattress Maniac
09.2019 - 03.2023

Sales Representative

Walmart
10.2017 - 02.2019

Cashier

Kroger's Grocery Store
03.2016 - 09.2018

High School Diploma -

Elisk High School

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