Support Specialist Service Representative Call center
Resume:
SHARON A. VALDEZ
CARROLLTON, TX
ad8kr4@r.postjobfree.com
SUMMARY OF QUALIFICATIONS:
• Customer Service Representative;
• Escalation-Resolution Support Specialist;
• Avid Microsoft Office 365 Productivity Skills
• Email & Social Media Literacy
EXPERIENCE:
XPS USA
RICHARDSON, TX
SEPTEMBER 2018 – MAY 2024
CUSTOMER SUPPORT:
• Inquiries-Receive inbound calls and taking detailed messages regarding unit and storage facilities;
• Scheduled inbound callers an appointment to visit and/or tour a storage unit of interest;
• Provide detailed information about a customer’s request regarding unit or facility features and/or services. TRAVER CONNECT
RICHARDSON, TX
SEPTEMBER 15 - July 2018
CUSTOMER CARE / SUPPORT SPECIALIST
• Answered inbound calls from customers calling to set appointments for auto service
• Researched customers service history for sales offer.
• Negotiated sales upgrades with clients
• Achieved top quality scores on calls.
• Trained/Mentored new agents on calls
• Consult with customer to evaluate needs and determine best options
• Upgrade service and offer additional Service packages or options NERIUM INTERNATIONAL
ADDISON, TX
AUGUST 2013 – SEPTEMBER 2015
CUSTOMER SUPPORT
• Respond to Inbound Calls Regarding Brand Partner commissions
• Accounts Research – Brand Partner upgrade options
• Resolve Customer Account Inquiries
• Provide Compensation Details Per. Individual Account
• Consistently improve customer satisfaction through expert resolution MONITRONICS
DALLAS, TX
JANUARY 2013 - AUGUST 2013
ACCOUNT RESOLUTION/RETENTION SPECIALIST
• Handled inbound calls from customers wanting to cancel their service
• Responded to phone calls from existing customers regarding requests to upgrade their equipment and/or services
• Negotiated new rates for service, upgrades to equipment and contract extensions.
• Recommended service and product options to meet customer needs
• Handled and resolved queries, complaints and concerns of existing clients regarding company products and services
• Developed, utilized and managed retention strategies and tools to retain existing customers.
• Identify new business practices that could be introduced or suggested modification to existing practices that could reduce the risk of customer cancelation.
SUCCESS ED
PLANO, TX
OCTOBER 2012 – SEPTEMBER 2013
SUPPORT SPECIALIST
CUSTOMER SERVICE REPRESENTATIVE/ TECHNICAL SUPPORT
• Handled inbound and outbound calls
• Primarily worked to develop a robust sales strategy, and to monitor sales & sales quota-fulfillment goals
• Worked collaboratively with other departmental managers to accelerate sales objectives and ensure customer satisfaction
• Cross-Functional Support Specialist
• Identified and established new sales/business opportunities
• Contacted potential customers via telephone and email to schedule product demonstrations
• Developed a database of qualified leads through referrals, cold calling, direct mail, email, and networking
• Answered, opened and closed customer tickets
• Direct calls to correct department
• Created spreadsheets to track reoccurring problems and research what they could do to fix them CALIBER COLLISION
LEWISVILLE, TX
NOVEMBER 2011 – OCTOBER 2012
QUALITY ASSURANCE - REPRESENTATIVE
• Made outbound calls to customers to evaluate their experience and make sure all their needs were met
• Worked as a highly efficient quality assurance agent who has considerable experience of developing and implementing the quality control process
• Supported all levels of management in quality control
• Preformed quality control check with all customers to ensure body shops met set quality of standards
• Tracked quality results via spreadsheet for over one hundred auto body repair shops
• Provided weekly and monthly reports to all district managers, regional managers and supervisors
• Identified training needs and recommended ways to improve the customer experience. Verizon
Dallas, Texas
July 2000 – Sept. 2010
CUSTOMER SERVICE REPRESENTATIVE
• Handled inbound calls and some outbound calls
• Served as a principal link between the company and their residential customers
• Managed the needs and requirements of high revenue residential accounts; update, add, or remove services
• Received numerous contacts each day and ensure customer satisfaction and revenue growth through the sale of products and services
• Placed orders to install (copper & fiber) Phone Service; Internet; FIOS, DSL, & dial up; DirecTV
• Answered billing questions
• Upgraded orders for current customers
• Followed calls through from beginning call to the end to ensure customer needs were met EDUCATION AND TRAINING:
Graduate of Fairview High School, Grant, Louisiana
Graduate of International Aviation & Travel Academy (Arlington, Texas)
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