Yvonne Francia
Albuquerque,NM
Summary
Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
HCSC, Blue Cross Blue Shield of New Mexico
06.2023 - 02.2025
- Promoted superior experience by addressing members concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Alorica
02.2017 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers with booking rooms, canceling reservations, and finding deals to ensure they got to get the most for their money.
Customer Support Specialist
Dillard's
11.2014 - 02.2017
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Customer Support Specialist
Walmart
08.2012 - 11.2014
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Education
High School Diploma -
Rio Grande High School
Albuquerque, NM05.2012
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Data collection
- Computer proficiency
- Member / customer support
- Documentation
- Account management
Timeline
Customer Service Advocate
HCSC, Blue Cross Blue Shield of New Mexico
06.2023 - 02.2025
Customer Service Representative
Alorica
02.2017 - 05.2023
Customer Support Specialist
Dillard's
11.2014 - 02.2017
Customer Support Specialist
Walmart
08.2012 - 11.2014
High School Diploma -
Rio Grande High School
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