Tatiana Andrades
Houston,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative(WFH)
Alorica
07.2023 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Midlance staffing
08.2021 - 05.2024
- Assisted associates in negotiating the waters of the health care system including but not limited to providing assistance in resolving complex claims issues as well as providing guidance to members that appear to be symptomatic so that they can obtain the medical attention that is required
- Answered questions as they related to their Benefit Plans also placed outbound calls to providers, insurance carriers on behalf of members
- I am fully trained for Medicare A,B,C & D, over the counter inquiries as well as Medicaid plans
Receptionist/Teacher Assistant
Tee's Tiny Tots
05.2020 - 08.2021
- Meeting and greeting clients
- Screening phone calls
- Handling queries and complaints via phone, email and general correspondence
- Maintaining safety and hygiene standards
- Handling transcription, printing, photocopying and faxing
- Assisting the HR team with recruitment, onboarding and termination processes
- Receiving, sorting, distributing and dispatching daily mail
- Daily activities with kids
- Assisted in all learning activities
- Assisted in feeding children
- Maintained children at nap time
Customer Service Representative Supervisor
iQor
06.2019 - 05.2020
- Provided assistance to clients
- Explained products and benefits
- Resolved payment and order disputes
- Provided excellent technical support
- Operated the live chat
- Confirmed payments, refunds, etc
- Assisted customers with a warm and professional attitude
- Assisted customers with questions
- Interacted with customers through live chat
- Kept records of customer complaints
Customer Service Representative
IRT Interactive Response Technologies
02.2014 - 04.2019
- Use telephones to reach out to customers and verify account information
- Assist with placement of orders, refunds, or exchanges
- Attempt to persuade customer to reconsider cancellation
- Resolve customer complaints via phone, email, mail, or social media
- Greet customers warmly and ascertain problem or reason for calling
- Inform customer of deals and promotions
- Advise on company information
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
Customer Service Representative
AT&T
05.2009 - 01.2014
- Provided assistance to clients
- Assisted customers in person
- Created customer appointments
- Scheduled reservations for customers
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
- Inventoried stock
- Operated the cash drawer
- Confirmed payments, refunds, etc
- Resolved payment and order disputes
Education
Associate of Arts -
Houston Community College
Houston, TXHigh School Diploma -
North Shore Senior High School
Houston, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Team development
- Staff training
- De-escalation techniques
Timeline
Customer Service Representative(WFH)
Alorica
07.2023 - 10.2024
Customer Service Representative
Midlance staffing
08.2021 - 05.2024
Receptionist/Teacher Assistant
Tee's Tiny Tots
05.2020 - 08.2021
Customer Service Representative Supervisor
iQor
06.2019 - 05.2020
Customer Service Representative
IRT Interactive Response Technologies
02.2014 - 04.2019
Customer Service Representative
AT&T
05.2009 - 01.2014
Associate of Arts -
Houston Community College
High School Diploma -
North Shore Senior High School
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