Tracy Loyola
Universal City
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Alorica. Skilled in problem-solving and critical thinking, adept at handling high-stress situations and complex complaints. Demonstrated success in improving service delivery, achieving a significant increase in repeat business through empathetic and efficient resolution strategies.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
FOUNDEVER
11.2022 - 02.2024
- 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.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Alorica
11.2020 - 08.2021
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Certification - Pharmacy Technician
Northwest Vista College
San Antonio, TX07.2024
High School Diploma -
Nancy Ney Charter School
New Braunfels, TX05.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Payment Processing
- Call Center Operations
Languages
Spanish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Career advancementFlexible work hoursPaid time offWork from home optionHealthcare benefitsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekSoftware
Microsoft word
Microsoft Excel
Microsoft Email
Avaya Phone Software
Teams
Zoom
Kronos CLock In
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Documented and resolved Rx issues which led to happy customers..
Timeline
Customer Service Representative
FOUNDEVER
11.2022 - 02.2024
Customer Service Representative
Alorica
11.2020 - 08.2021
Certification - Pharmacy Technician
Northwest Vista College
High School Diploma -
Nancy Ney Charter School