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
Effective problem resolution
Engaged listening
In-depth product understanding
Proficient in call handling
Responsive to new challenges
Organizational time strategies
Detail-oriented data management
Call center experience
Team collaboration
Computer proficiency
Account updating
Customer relationship management (CRM)
Call center operations
Live chat support
CRM software proficiency
Professional telephone demeanor
Product education
Service standard compliance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
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 -