Walter Silva
West Valley City,UT
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Debt Collector
Yessio
07.2017 - 11.2018
- Negotiate with customers to Arrange payments within guidelines
- Kept detail note per each account
- And communicated with clients on a daily basis
MCO (Seasonal)
Amazon
11.2018 - 11.2019
- Teamwork and ensuring that packages were delivered on time
- Operating equipment, fixing problems, and multi tasking
Customer Service Representative
Optum
01.2019 - 08.2022
- My responsibility at optum were to ensure that all customers had their questions answered, and the tools to make sure they knew how to work the website
- I've also helped with emails, reviewing calls, reaching out to customers, Creating procedures, Teaching my peers on how to work the new system
Customer Relation Manager
Sparrow Electric
08.2022 - 11.2022
- The responsibilities for my role as customer relations manager was to take responsibly for the company
- Work closely with CEO and COO to find solutions for the customer problem
- Ensure timely release resolution for the customer while working with CEO And COO
- Save the company thousands of dollars preventing a lawsuit by negotiating with the customer
- Also resolving and technical issue in production
- Navigated thru multiple software to keep projects organized
- Interacted with customer in person as well as on the phone and thru email
Customer Service Representative
Pacificorp
11.2022 - Current
- At Pacificorp, I initially held the position of Customer Care Specialist
- Over time, my role expanded to encompass a variety of responsibilities, including:
- Investigating payment issues, such as locating missing or misapplied payments for both residential and business accounts, and ensuring they were properly applied to the correct accounts
- Reviewing credits for closed accounts and initiating requests for refunds or reallocations
- Providing training for management and peers on the Oracle system, as well as assisting in the onboarding and training of new agents
- Contributing to the development of workflows and processes to optimize system use
- Creating contracts and templates for large business accounts
- Monitoring payments for key accounts to ensure accurate tracking
Education
High School Diploma -
Kearns High School
Kearns, UT 01.2016 - 05.2017
Skills
Customer service
Active listening
Call management
Data entry
Data collection
Problem resolution
Team collaboration
Task prioritization
Follow-up skills
Microsoft outlook
Timeline
Customer Service Representative
Pacificorp
11.2022 - Current
Customer Relation Manager
Sparrow Electric
08.2022 - 11.2022
Customer Service Representative
Optum
01.2019 - 08.2022
MCO (Seasonal)
Amazon
11.2018 - 11.2019
Debt Collector
Yessio
07.2017 - 11.2018
High School Diploma -
Kearns High School
01.2016 - 05.2017
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