Customer Service Representative
Resume:
ROJELIO GOMEZ
San Antonio, TX. 78251
Objective: Customer Service Representative /Customer Service Representative Manager
PROFESSIONAL EXPERIENCE
Customer Service and Marketing
* Utilized software and program systems to provide consumer product information,
availability and fees. Made high volume sales, processed accounts, cleared billing issues and
answered balance inquires. Took chats to assist clients and also answered email inquiries in regards to resolving issues with accounts and order statuses for customers.
* Applied company guidelines and standards to promote company product and advance customer
satisfaction. Worked closely with company divisions, branches and representatives, and
analyzed accounts and internal records to investigate and resolve complex costumer complaints
and concerns.
* Provided detailed information on financial investment funds and retirement accounts, including
IRAs, 401Ks, and Roth’s. Vended funds and processed purchases. Provided information and
replied to inquiries on investments and account summaries.
Management and Administration:
* Monitored and assumed control of high-volume in-coming calls from first line customer service
advisors as necessary to manage and maintain unit productivity. Assessed and evaluated
communication skills and demeanor of first line advisors and made recommendations for further
training or corrective action.
* Evaluated employee performance by identifying and assessing strengths and weaknesses in
customer relations, implementation of company guidelines and standards, and sales and
productivity.
* Capable of working independently with minimal supervision and as a team member. Capable of
prioritizing duties timely and assume a leadership role as necessary, while maintaining
professional relationships with other managers, co-workers, vendors and customers.
Professional Development
* Facilitated new employee orientation and training classes. Trained and supervised large groups
of newly hired first line customer service advisors on company services and products and
company sales and customer service guidelines.
* Demonstrated the ability to train and in-service company advisors and associates on company
guidelines and standards based on employee product knowledge, productivity and sales.
EMPLOYMENT HISTORY
03/16 through current Customer Service Representative- QVC
San Antonio, TX
Took calls from members via phone, chat and email to resolve billing, order status, shipments and place orders for members all while maintaining a professional attitude and maintaining a required time allowed to assist members. Created and assisted with memberships. Trouble shot and analyzed issues with account closures and with computer issues for systems. Documented and notated on service and complaints in regards to accounts. Processed and open tickets in regards to issues with accounts forwarding to proper departments for follow up and review.
06/15 through 12/15 Loss Prevention Representative- SWBC
San Antonio, TX.
Took calls from homeowners that had received an insurance settlement for damage to property. to advise of procedures to follow, send out documentation and procedure paperwork, review paperwork advise client to inform of what stage repairs were so to schedule inspections of property verifying repairs had been done adequately and acquire results from inspection to file and forward to mortgage company for release of funds. To keep in touch and follow up with homeowners so as to expedite the process as well as field complaints and forward to proper department to keep within federal regulations. Learned procedure, policy and navigation without a classroom setting
03/14 through 02/15 Customer Relation Specialist- The Hartford
San Antonio, TX.
Took calls and emails to review, change and process insurance policies for small commercial business owners and or their agents such as auto policies, building coverage policies, and workers compensation policy, reviewed billing issues, processed auto id cards, insurance certificates all while maintaining a particular talk time while providing outstanding service.
09/11 through 06/13 Internet Client Specialist – Citibank
San Antonio, TX.
Took calls for account holders to review balances, charges, process online payments from bank account to other companies for services, process wire transfers, dispute charges to account and withdraws from atm’s, instruct on how to use online banking services, register customers so as to use online services, reset and trouble shoot issues for clients in regards to online usage.
11/10 through 09/11 Client Service specialist – Primerica/Citibank
San Antonio, TX.
Took calls for account holders to answer questions in regards to federal guidelines for purchase, sale or withdraw of funds. The funds available to them, what value those funds were trading or had closed at for the day. To issue tax forms needed in regards to sale, trades, or closure of accounts.
10/09 through 07/10 Customer Care Unit Advisor/ First Line Manager- J.P. Morgan Chase
San Antonio, TX.
Took calls over from first line advisors to open a credit card account, request for credit line increase or decrease, advise of federal regulations in regards to account, opened disputed for items that were fraudulent or for services that had not been rendered, processed and researched payments for the account, made every attempt allowable by company guidelines to retain card member.
04/09 through 10/09 Training Assistant - J.P. Morgan Chase
San Antonio, TX.
Assisted in training 30-40 new employees on company guidelines, companies motto, taught uses of company system, sales and phone etiquette technique’s, worked with managers on progress of employees, critiqued and advised new employees of progress while in training.
05/08 through 04/09 Financial Advisor Service and Sales - J.P. Morgan Chase
San Antonio, TX.
Took calls from clients to open a credit card account, request for credit line increase or decrease, advise of federal regulations in regards to account, opened disputed for items that were fraudulent or for services that had not been rendered, processed payments for the account
09/05 through 04/08 Customer Representative/ Crew Advisor- QVC INC
San Antonio, TX.
Took Calls in regard to orders for company, upsold items associated with orders, reviewed and processed payments to company credit card, took and remedied complaints from customers, reviewed and traced shipments of products, advised and assisted new employees in regards to phone calls and navigation of system
EDUCATION/TRAINING HISTORY
10/16 through 10/16 QVC Training for Chat and Emails
San Antonio, TX
03/16 through 05/16 QVC Training for Order Entry and Customer Service
San Antonio, TX
08/14 through 09/14 Hartford Business Insurance Training Level Two
San Antonio, TX
03/14 through 04/14 Hartford Business Insurance Training Level One
San Antonio, TX
09/12 through 10/12 Citibank training level one and two Call Center Financial
Associate San Antonio, TX
11/11 through 01/12 Citibank training for Primerica Shareholder Services
San Antonio, TX
10/09 through 11/09 J.P. Morgan Chase -CCU/Supervisor Training
San Antonio, TX.
06/08 through 07/08 J.P. Morgan Chase-Fair Lending Regulation Training
San Antonio, TX.
06/08 through 07/08 J.P. Morgan Chase-Sales Training
San Antonio, TX.
05/08 through 06/08 J.P. Morgan Chase- Service Training
San Antonio, TX.
02/07 through 02/07 QVC INC. - Terms to Avoid with Customers
San Antonio, TX.
10/06 through 10/06 QVC INC. - Escalated Calls Training
San Antonio, TX.
09/05 through 10/05 QVC INC. - Service Training
San Antonio, TX.
12/01 through 05/02 Northwest Vista College, Undergraduate Pre-requisites
San Antonio, TX.
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