Victoria Silvas
Converse,TX
Summary
To join a team that will put my high work ethic, experience & leadership to work for mutual growth.
Experienced with customer service, sales techniques, and product knowledge. Utilizes persuasive communication to connect with customers and recommend products. Track record of maintaining organized inventory and supporting team goals.
Overview
25
25
years of professional experience
Work History
Retail Sales Associate
AT&T Mobility
08.2017 - 09.2025
- Delivered exceptional customer service, enhancing customer satisfaction and loyalty.
- Resolved customer inquiries and complaints efficiently, maintaining positive relationships.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Greeted customers and provided outstanding customer service.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Assisted customers in selecting products, demonstrating technical features and benefits.
- Collaborated with team members to achieve sales targets and maintain store presentation standards.
- Managed inventory levels, ensuring accurate product availability and organization.
- Trained new staff on sales techniques and operational procedures, fostering a cohesive team environment.
Advance Support Agent
AT&T Mobility
04.2015 - 08.2017
- Answered 20-25 inbound calls a day.
- Responsible for Troubleshooting customer’s issues and resolving phone problems or replacing phone with warranty or other alternatives.
- Out of the box thinking to help customers and resolve them in timely manner. Remotely accessing devices for TS assistance.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Provided technical support for mobile devices, troubleshooting issues to ensure optimal performance.
Work Force Administrator
AT&T Mobility
08.2012 - 03.2015
- Obtained attendance call ins from representatives and also interacted with managers and representatives on various schedule and related center activities
- Creating, auditing and updating reports and database information related to work and vacation schedules.
- Evaluate and initiate appropriate action in the center based on current performance relative to defined thresholds and metrics.
- Streamlined onboarding processes to enhance new hire integration and satisfaction.
- Managed employee records using HRIS, ensuring accuracy and compliance with regulations.
Mailroom Clerk/Catalyst Analyst/Billing Reprint Analyst
AT&T Mobility
10.2004 - 07.2012
- Worked on incoming returned bills and Log and distribute pkgs. from DHL/FED EX or UPS.
- Pick up/sort incoming mail/ Pick up/sort outgoing mail for call center.
- Download Vista/USPS reports
- Managed daily sorting and distribution of incoming and outgoing mail.
- Operated multi-functional copiers and postage machines for efficient processing.
- Ensured timely delivery of sensitive documents to various departments.
Customer Service Representative
AT&T Mobility
09.2000 - 10.2004
- Answered over 60 inbound calls a day.
- Assisted customers with their bills, phones or plans
- Adjusted billing errors.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed account modifications, ensuring accurate updates in customer databases.
Education
Business Administration
South Plains College
01.2003
Skills
- Worked with multiple systems at one time
- Kept up with training and updated policy changes
- Fast learner and great observer
- Easy to work with
- Customer service
- Teamwork
- Problem-solving
- Teamwork and collaboration
- Cash handling
- Retail sales
- Store opening and closing
- Money handling
- Retail store operations
- POS system operations
Timeline
Retail Sales Associate
AT&T Mobility
08.2017 - 09.2025
Advance Support Agent
AT&T Mobility
04.2015 - 08.2017
Work Force Administrator
AT&T Mobility
08.2012 - 03.2015
Mailroom Clerk/Catalyst Analyst/Billing Reprint Analyst
AT&T Mobility
10.2004 - 07.2012
Customer Service Representative
AT&T Mobility
09.2000 - 10.2004
Business Administration
South Plains College
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