Summary
Overview
Work History
Education
Skills
Gardening, Dancing and learned a Third Language Vietnamese.
Languages
Timeline
Generic

Theresa Capa

Redlands,CA

Summary

Achieved significant performance targets at Southern Company Gas as a Lead Customer Service Representative, enhancing team efficiency and customer satisfaction through expert complaint handling and strategic call management. Mentored staff, boosting team spirit and performance, and excelled in resolving complex customer issues, demonstrating exceptional problem-solving and leadership skills.

Overview

28
28
years of professional experience

Work History

Lead Customer Service Representative Bilingual

Southern Company Gas
07.2006 - Current
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

Southern Company Gas
09.1996 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.

Education

High School Diploma -

Fontana High School
Fontana, CA
06.1993

Skills

  • Complaint Handling
  • Team Member Training
  • Work Prioritization
  • Call Management

Gardening, Dancing and learned a Third Language Vietnamese.

I have two passions in my life. One is plants and flowers. I enjoy working out in my yard and making it beautiful with a large variety of flower and plants. I also have several fruit trees and some vegetables. Its wonderful when you see the results of your hard work. I also enjoy in my free time to dance to latin music. Salsa, Cumbia and Bachata. Actually I enjoy dancing period, it doesn't even matter what music is playing. Another thing I really enjoyed is to learn to speak Vietnamese. I learned it and practiced it for like Seven years. Didn't become fluent, but did learn a lot. I enjoyed the people and the food is great too. I emerged into the culture. It was a wonderful experience. 

Languages

Spanish
Full Professional

Timeline

Lead Customer Service Representative Bilingual

Southern Company Gas
07.2006 - Current

Customer Service Representative

Southern Company Gas
09.1996 - Current

High School Diploma -

Fontana High School

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Theresa Capa