Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Virginia Barragan

El Paso,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Bilingual Technical Support Coordinator

Verizon Wireless
03.2020 - 10.2023
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Collaborated with cross-functional teams to ensure seamless product integration and support.
  • Provided personalized support to clients with diverse needs, fostering long-term business relationships.
  • Implemented feedback-driven improvements, enhancing overall support experience for customers.
  • Managed high levels of call flow and responded to escalated technical support needs.
  • Assisted with updating technical support best practices for use by team.
  • Submitted service tickets for equipment maintenance requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high-priority escalations, providing expert assistance to resolve complex issues quickly.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
  • Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
  • Cross-trained and backed up other customer service managers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

New Hire Trainer

Verizon Wireless
11.2018 - 02.2020
  • Enhanced employee performance by designing and implementing comprehensive new hire training programs.
  • Reduced time-to-productivity for new hires through targeted skill development and hands-on practice sessions.
  • Boosted employee retention rates by fostering a supportive and engaging learning environment during the onboarding process.
  • Improved overall team efficiency by identifying knowledge gaps and tailoring training materials accordingly.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Coordinated and prioritized required training courses for newly hired employees.
  • Trained new hires to perform cross-training exercises with experienced workers.

Bilingual Customer Service Advocate

Verizon Wireless
03.2011 - 10.2018
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Streamlined communication for non-English speaking customers, providing comprehensive support and ensuring their needs were met.
  • Established rapport with clients by actively listening and empathizing, resulting in increased trust and loyalty.
  • Collaborated with team members to share best practices and improve overall customer service quality.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed a deep understanding of customer service principles and customer service best practices.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Educated and encouraged customers to promote self-sufficiency with online and mobile access tools.
  • Developed strong relationships with customers through a genuine commitment to understanding their needs and providing tailored solutions.
  • Actively participated in team meetings, offering valuable insights and suggestions to further optimize the customer support process.
  • Played an integral role in exceeding departmental goals related to call response times, resolution rates, and overall customer satisfaction scores.
  • Displayed patience and understanding when dealing with frustrated customers, calmly guiding them towards effective solutions.
  • Utilized strong organizational skills to efficiently manage high call volumes without compromising service quality.
  • Demonstrated flexibility by covering various shifts when needed, ensuring continuous support availability for customers across different time zones.
  • Assisted in training new hires, sharing expertise and insights to help them excel in their roles as Customer Service Advocates.
  • Served as a reliable point of contact for customers seeking assistance or information on products/services offered by the company.
  • Maintained thorough knowledge of company products, services, and policies to provide accurate information and guidance to customers.

Customer Service Retention Specialist

Verizon Wireless
09.2008 - 02.2011
  • Increased efficiency and team productivity by promoting operational best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Identified changing customer needs and adapted service strategies to meet them.

Education

No Degree - Business Administration And Management

Park University
Kansas City, MO
05.2025

Skills

  • Remote Support
  • Issue Troubleshooting
  • Microsoft Outlook
  • Customer Service Expert
  • Product Troubleshooting
  • Complaint Resolution
  • Quality Assurance
  • Performance Monitoring
  • Problem Solving
  • Escalation Management
  • Analytical Thinking
  • Time Management
  • Windows 10
  • Decision-Making
  • Microsoft Office
  • Complaint Handling
  • Training and Mentoring
  • Effective Communication
  • Goal Setting
  • Conflict Resolution
  • Relationship Building
  • Performance Metrics
  • Adaptability and Flexibility
  • Active Listening
  • Customer Retention Strategies
  • Organizational Skills
  • Interpersonal Skills
  • Attention to Detail
  • Decision Making
  • Multitasking Abilities
  • New Employee Training
  • Group Trainings
  • Data Entry
  • Strategic Thinker

Languages

Spanish
Native or Bilingual

Timeline

Bilingual Technical Support Coordinator

Verizon Wireless
03.2020 - 10.2023

New Hire Trainer

Verizon Wireless
11.2018 - 02.2020

Bilingual Customer Service Advocate

Verizon Wireless
03.2011 - 10.2018

Customer Service Retention Specialist

Verizon Wireless
09.2008 - 02.2011

No Degree - Business Administration And Management

Park University

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Virginia Barragan