Tonie Garza
McAllen,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
CSR - Customer Service Representative
Helpware
McAllen, TX
09.2023 - Current
- Explain services and programs, interpret regulations and policies, explain appeal rights and make appropriate referrals to caseworkers.
- Accessing customer records to answer questions on the status of case and in-putting changes as needed
- Selecting appropriate transportation provider and scheduling appointments for transportation services.
- Collecting and verifying back-up data for trips completed
- Collect child travel authorization forms and forward to transportation providers as necessary
Customer Service Representative
Verizon Wireless
McAllen, TX
03.2022 - 08.2023
- Processed customer service orders promptly to increase customer satisfaction
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Reviewed and reconciled customer accounts to manage accuracy of payments
- Configured hardware, devices, and software to set up work stations for employees
- Researched and identified solutions to technical problems
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Non-Emergency Medical Transporter Rep
Onecall Government Solutions
McAllen, TX
01.2021 - 02.2022
- Managed teams questions and requests to move forward in situations
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Provided primary customer support to internal and external customers
- Filed and maintained patient records in accordance with HIPAA regulations
- Entered patient demographic and insurance data into electronic medical record system.
Call Center Customer Service Representative
T-Mobile
Mission, TX
03.2018 - 05.2020
- Responded proactively and positively to rapid change
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Created and maintained detailed database to develop promotional sales
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications
- Coordinated installation of new users and relocations of existing users.
Call Center Customer Service Specialist
Teleperformance
Edinburg, TX
04.2014 - 01.2018
- Resolved concerns with products or services to help with retention and drive sales
- Educated customers on company systems, form completion, and access to services
- Resolved customer complaints and addressed emergency requests and needs
- Maintained and managed customer files and databases
- Assisted with updating technical support best practices for use by team
- Documented support interactions for future reference
- Diagnosed and troubleshot hardware, software and network issues
- Generated reports to track performance and analyze trends.
Education
High School Diploma -
Premier High School Of Pharr
04-2016
Skills
- Quality Control
- Technical support
- Discipline Documentation
- Read Technical Manuals
- Account Updating
- Account reconciliation
- Customer service
- Active Listening
- Apple IOS
- Hardware and Software Installation
- Credit Card Payment Processing
- Medical records
- IOS
- Maintain Medical Databases
- Job Specifications
- Data Research and Analysis
- Customer Communication and Empathy
- Computer networking
- HIPAA
- Benefits Oversight
- VoIP
- Marketing
- Sales
- Network support
- Communication skills
- Microsoft Excel
- Computer skills
Timeline
CSR - Customer Service Representative
Helpware
09.2023 - Current
Customer Service Representative
Verizon Wireless
03.2022 - 08.2023
Non-Emergency Medical Transporter Rep
Onecall Government Solutions
01.2021 - 02.2022
Call Center Customer Service Representative
T-Mobile
03.2018 - 05.2020
Call Center Customer Service Specialist
Teleperformance
04.2014 - 01.2018
High School Diploma -
Premier High School Of Pharr
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