Walter Ozobia
San Antonio,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Customer Care Representative II
CVS/caremark
04.2023 - Current
- Analyzed utilization data to identify trends in drug spending, identifying opportunities for savings and improved quality of care.
- Coordinated communications between participating pharmacies, insurers, employers and members regarding plan design.
- Advised customers on strategies for controlling their prescription drug costs while maintaining a high level of service delivery.
- Evaluated customer needs and proposed specific benefits options.
- Contributed to team success, consistently achieving call center performance metrics.
Call Center/Answering Service Operator
TAS United
08.2022 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled more than 80 calls per day to assist customers and dispatch services.
- Maintained strong call control and quickly worked through scripts to address problems.
- Took messages from callers and accurately relayed details to intended staff.
Customer Service/Technical Support Representative
Gamestop (Atento)
07.2021 - 08.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Managed approximately 70 calls/emails per day from customers
I.T Intern/helpdesk Assistant
QUEZON AUTO SALES
06.2020 - 12.2020
- Assisted customers with instructional support and product troubleshooting.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Collaborated with customer service and sales colleagues to resolve issues.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Upgraded laptops/desktops, improving speed and performance.
- Updated and reconfigured existing and new computers with current software and operating systems.
Grocery Supervisor
Kroger
07.2019 - 03.2020
- Distributed daily tasks to appropriate employees and checked to complete duties within expected time frames.
- Analyzed store's inventory and ordered merchandise and products to keep stock level.
- Coordinated efficient restocking of grocery merchandise to meet customer needs and promote consistent sales.
- Delivered expert customer service to store patrons and assisted with locating desired items.
- Trained, managed and motivated employees to promote professional skill development.
Receiving/warehouse Clerk
KROGER
05.2015 - 07.2019
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests.
- Coordinated resolutions to independently handle damages, shortages and nonconformance.
- Operated lift and hand trucks to transfer materials to and from target areas.
- Utilized Citrix to organize and maintain shipment records, supply totals and inventory data.
Dairy Clerk
KROGER
07.2013 - 05.2015
- Addressed customer questions and explained key information about newly stocked dairy offerings.
- Confirmed pricing accuracy and checked all department signage, maintaining correct sale prices
- Assisted with unloading merchandise and unpacking cartons.
- Gathered and prepared store displays and promotional material.
- Tracked inventory, handled store merchandise and removed out of code products.
Education
Bachelor of Science - INFORMATION TECHNOLOGY
GEORGIA SOUTHERN UNIVERSITY
Statesboro, GA12.2020
Skills
- Customer service
- Call Center Operations
- Customer support assessment
- CRM Software
- Data management
- Technical troubleshooting
- Service desk support
- Microsoft Office expertise
- System implementation
- Project management
- Problem Resolution
- Internal Communications
Timeline
Customer Care Representative II
CVS/caremark
04.2023 - Current
Call Center/Answering Service Operator
TAS United
08.2022 - 04.2023
Customer Service/Technical Support Representative
Gamestop (Atento)
07.2021 - 08.2022
I.T Intern/helpdesk Assistant
QUEZON AUTO SALES
06.2020 - 12.2020
Grocery Supervisor
Kroger
07.2019 - 03.2020
Receiving/warehouse Clerk
KROGER
05.2015 - 07.2019
Dairy Clerk
KROGER
07.2013 - 05.2015
Bachelor of Science - INFORMATION TECHNOLOGY
GEORGIA SOUTHERN UNIVERSITY
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