Victoria Gutierrez
San Antonio,TX
Summary
Adept at managing high-stress situations and resolving technical issues, I consistently exceeded performance metrics at GlowTouch and improved customer satisfaction at IBEX Global. Skilled in data entry and active listening, my background includes successful fraud recovery and customer service excellence, demonstrating a commitment to professionalism and client loyalty. I provide Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
GlowTouch
04.2023 - 06.2024
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Fraud Recovery Specialist
TaskUs
02.2022 - 10.2023
- Managed high-profile cases effectively, resulting in successful recovery efforts and satisfied clients.
- Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
- Provided exceptional support to affected customers, guiding them through the recovery process and offering solutions for future protection.
- Maintained accurate records of all cases handled under my purview, allowing for easy retrieval when needed.
- Conducted regular audits on accounts flagged as high-risk, mitigating possible losses due to undetected fraudulent activities.
- Enhanced customer satisfaction levels with prompt resolution of disputed transactions.
Technical Support Representative
IBEX Global
12.2019 - 02.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
No Degree - Cosmetology
Paul Mitchell The School
San Antonio, TX11-2022
High School Diploma -
Brennan High School
San Antonio02-2018
Skills
- Data entry
- Active listening
- Microsoft Excel
- Call management
- Appointment scheduling
- Customer service
- Critical thinking
- High Volume expert 100 day [ Inbound & Outbound]
Timeline
Customer Service Representative
GlowTouch
04.2023 - 06.2024
Fraud Recovery Specialist
TaskUs
02.2022 - 10.2023
Technical Support Representative
IBEX Global
12.2019 - 02.2021
No Degree - Cosmetology
Paul Mitchell The School
High School Diploma -
Brennan High School
Similar Profiles
Claudio José Ramírez BreaClaudio José Ramírez Brea
Payroll Specialist at GlowTouchPayroll Specialist at GlowTouch
MELISSA ZAMORAMELISSA ZAMORA
Customer Service at GlowtouchCustomer Service at Glowtouch
Vidhya KannanVidhya Kannan
Client Advocacy Manager at GlowTouchClient Advocacy Manager at GlowTouch