Jocelyne Baeza

OBJECTIVE

My goal is to utilize my four years of Customer Service, dealing with different type of personalities, and facility to learn innovative challenges and use them accordingly in this position. Serving others is my passion and commitment that my bilingual skills, technology, critical thinking, selling skills and desire for this position, will make me a great asset to this company.

EXPERIENCE

09/2009-07/2010 ACS El Paso, Tx

Technical Support Representative

• Answer inbound calls from customer who have Sprint/Nextel service and assist them with troubleshooting their cell phones

• Determine if the trouble is software, network, service or user related

• Guide customers on how to use phones and applications

• Answer questions regarding bill charges

• Change plans if needed

• Renew contract upon qualification

• Meet a sales quota daily (commission)

03/2008-07/2009 Alorica El Paso, Tx

Technical Support/Customer Service Representative

• Answer inbound calls from customer who purchased extended warranty to assist on all issues the product may have

• Troubleshoot Electronics, such as Desktops, Laptops, Digital Cameras, Printers, and Cell Phones, to fix the issue over the phone

• Also with Alorica, I worked for AT&T in the Customer Care Dept.

• Explain billing issues and make good judgment on the legitimacy of any incongruity

• Troubleshoot the Cell Phones and correct any problem with the software or network of the phone.

10/2007-02/2008 Empire Today El Paso, Tx

Customer Service Representative

• Answer inbound calls from customers responding to a TV commercial

• Set up appointments for a free in-home estimate for customers interested in home improvement

• Submit complaints from customers due to an inefficient job regarding the installation of the home improvement

• Translate between two parties to accomplish an effective communication

04/2006-10/2007 GC Services

Customer Service Representative El Paso, Tx

• Answer inbound calls from customers who have Sprint/Nextel cell phone service

• Process electronic payments by phone

• Assist customers with payment arrangements if the full balance couldn’t be paid at once

• Submit disputes for lost/stolen or damaged phones

• Perform cold calls to delinquent accounts to collect payment

• Performed Basic troubleshooting for the cell phones

• Change plans to better suit customer

05/2005-10/2005 Good Time Store El Paso, Tx

Sales Associate

• Greet Customers upon arrival

• Scan items purchased

• Accept payments and give change accordingly

• Up sell in particular items

• Keep track of inventory

EDUCATION

2001-2004 Del Valle High School El Paso, Tx

2010- Present EPCC El Paso, Tx

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