Teresa Sevilla
West Covina,CA
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Call Center Representative
Automobile Club of Southern California
Los Angeles, CA
02.2022 - 01.2024
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Supported sales team members to drive growth and development.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Consulted with customers to resolve service and billing issues.
Senior Customer Service Representative
Bank of America
Brea, CA
02.2005 - 06.2021
- Provided technical support to customers via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Ensured compliance with applicable laws and regulations related to customer service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered expert technical support to customers and resolved broad array of issues.
- Conducted customer service training for new hires.
Education
High School Diploma -
Thomas Jefferson High School
Los Angeles, CA06-1987
Skills
- First Aid/CPR
- Microsoft Word
- Computer Skills
- Professionalism
- Professional Demeanor
- Active Listening
- Reliability
- Documentation and Reporting
- Team Building
- Written Communication
- Teamwork and Collaboration
- Flexible and Adaptable
- Research
Languages
Spanish
Professional
Certification
- Membership Certification
- Auto/Home Insurance Certification
- Medical Terminology Class
Timeline
Call Center Representative
Automobile Club of Southern California
02.2022 - 01.2024
Senior Customer Service Representative
Bank of America
02.2005 - 06.2021
High School Diploma -
Thomas Jefferson High School
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