Thalia Casarez
El Paso,TX
Summary
Bilingual (English/Spanish) customer service professional with 5+ years of experience in high-volume retail and call center environments. Proven ability to resolve concerns, process transactions accurately, and promote products and services through a customer-focused approach. Skilled in supporting self-service technologies, training team members, and maintaining compliance with company policies while delivering exceptional service and positive experiences.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Alorica
El Paso
09.2024 - 05.2026
- Delivered high-volume customer support, resolving billing inquiries, account modifications, and service-related issues in a fast-paced call center environment.
- Assisted customers with digital tool navigation and self-service application troubleshooting, focusing on improving user experience.
- Implemented effective problem-solving strategies and active listening skills to transform challenging customer interactions into positive experiences.
- Processed account changes, returns, exchanges, and billing requests while maintaining compliance with company policies and documentation standards.
- Evaluated customer preferences and advised on optimal products and services to improve overall satisfaction.
Bilingual Sales Representative
Charter Communications
El Paso, TX
03.2023 - 10.2025
- Managed an average of 20+ inbound customer inquiries per day delivering exceptional service in both English and Spanish.
- Achieved 90% of monthly sales goals by leveraging a consultative sales method to align product offerings with customer needs.
- Enhanced customer engagement by effectively promoting new products and service upgrades to both new and existing clients.
- Maintained accurate customer records and processed 100+ order per month while ensuring compliance with company policies and procedures.
Education
High School Diploma -
Socorro High School
El Paso06.2010
Skills
- Bilingual Communication (English & Spanish)
- Customer Service & Conflict Resolution
- Sales, Upselling & Customer Engagement
- Point-of-Sale (POS) Systems & Cash Handling
- Returns, Refunds & Exchange Processing
- Self-Service Technology & Mobile App Support
Languages
English
Spanish
Timeline
Customer Service Representative
Alorica
09.2024 - 05.2026
Bilingual Sales Representative
Charter Communications
03.2023 - 10.2025
High School Diploma -
Socorro High School