Trena Velasquez
Chandler,AZ
Summary
To secure a challenging position offering advancement and growth opportunities while fully utilizing my background, customer service experience, and training in an administrative position. Customer-focused Senior Customer Service Representative known for highly productive and efficient task completion. Skilled in conflict resolution, communication, and time management, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, fostering positive interactions and solutions to complex customer inquiries.
Overview
24
24
years of professional experience
Work History
Senior Customer Service Representative
Safelite Auto Glass
Chandler, USA
07.2011 - Current
- Provided customer interaction via email, web requests, and high call volume.
- Collect accurate, confidential information on customers' behalf to assist with insurance claims.
- Process various insurance claims on orders, and assist with scheduling appointments.
- Educate customers about insurance company procedures and authorization for claims.
- Skills Used: Resolving customer issues. Handling sensitive information.
- Able to work as part of a team, and independently, with very little supervision.
- Organizational skills.
- Able to develop rapport with customers in a stressful state. Assisted with the training of new employees.
- Collaborated with other departments, such as Sales, Referral, and various managers.
Administrative Assistant/Receptionist
Centerline Supply West, Inc
Phoenix, USA
03.2005 - 10.2007
- Responsible for incoming customer service calls and inside sales.
- Processed customer payments, payment arrangements, and new account applications.
- Responsible for both accounts payable and accounts receivable.
- Assisted in resolving customer account discrepancies.
- Recorded and maintained customer account information in a confidential manner.
- Assisted supervisors with all correspondence regarding customer accounts.
- Answered questions from customers regarding products and services offered by the company.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
Administrative Assistant
United Rentals Highway Technologies
Phoenix, USA
04.2001 - 03.2005
- Ensure all standards of company policies are met with employees.
- Assisted management with employee performance appraisals and corrective action reports.
- Maintained confidential files for employees.
- Maintained the required paperwork of sales, quotes, inventory control, and processed purchase orders.
- Process accounts payable, as set by the corporation, followed accurately and in a timely manner.
- Obtain excellent, superior customer service in a task- and team-oriented setting.
- Handled confidential documents in an organized fashion according to established protocol.
Education
High school or equivalent -
Skills
- Microsoft Word, Excel, PowerPoint, and Outlook
- Independent work
- Fast-paced adaptability
- Computer operation
- Confidentiality
- Clerical skills
- Typing proficiency
- Appointment scheduling
- Customer service excellence
- Time management
- Multitasking capability
Additional Information - Skills Profile
- Knowledgeable in Word, Excel, PowerPoint, and Outlook programs.
- Ability to exceed customer expectations while working independently in a fast paced environment.
- Ability to operate computer and understand specific programs.
- Ability to adhere to all company information in a highly confidential manner.
- Clerical skills typing certificate 41 Net WPM
References
References available upon request.
Timeline
Senior Customer Service Representative
Safelite Auto Glass
07.2011 - Current
Administrative Assistant/Receptionist
Centerline Supply West, Inc
03.2005 - 10.2007
Administrative Assistant
United Rentals Highway Technologies
04.2001 - 03.2005