Virginia Wright
Customer Service Representative
San Antonio,TX
Work Preference
Summary
Committed to team collaboration and maintaining service standard compliance, I consistently exceed performance expectations.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
MMC
07.2025 - 08.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Alorica
04.2025 - 06.2025
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
- Documented customer payment interactions and account statuses for future reference.
- Identified and contacted customers with overdue accounts to address payment status.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled over 1500 calls/month
Assistant Head Housekeeper
Red Roof Inn Plus
05.2017 - 10.2024
- Managed lost-and-found system efficiently, helping reunite guests with their belongings quickly.
- Ensured proper storage techniques were followed for cleaning chemicals, maintaining a safe work environment for all employees.
- Managed housekeeping team effectively for timely room turnovers and consistent high-quality results.
- Conducted regular performance evaluations of housekeeping staff to identify areas of improvement and recognize top performers.
- Established effective communication channels between housekeeping staff, front desk personnel, and maintenance teams for seamless operations.
- Provided exceptional customer service by addressing guest concerns and requests in a timely manner, often going above and beyond to exceed expectations.
- Coordinated deep-cleaning projects during off-peak periods to keep the property looking fresh yearround.
- Improved guest satisfaction by promptly addressing concerns and ensuring cleanliness throughout the property.
- Conducted regular room inspections to verify compliance with housekeeping standards.
Education
GED -
Samuel Clemens High School
Schertz, TX 05.2001 -
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH 08.2024 - Current
Skills
Client support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
- SNHU
- West Avenue Compassion Volunteers
Languages
English
Full Professional
Interests
West Avenue Compassion Volunteers
Software
Microsoft Office
Microsoft word
Avaya
Siebel
Quote
I do not smile because everything is good.
Everything is good because I smile.
JDL
Timeline
Customer Service Representative
MMC
07.2025 - 08.2025
Customer Service Representative
Alorica
04.2025 - 06.2025
Bachelor of Arts - Psychology
Southern New Hampshire University
08.2024 - Current
Assistant Head Housekeeper
Red Roof Inn Plus
05.2017 - 10.2024
GED -
Samuel Clemens High School
05.2001 -
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