Customer Service Representative
Resume:
LEONEL GOMEZ JR.
MCALLEN, TX 78501-9567
Phone : 901-***-****
Alt: 956-***-****
Email: ********@*****.***
Career Objectives Seeking a position as a Customer Service Representative where I can provide
excellent customer service and resolutions towards customers needs.
Summary of Qualifications:
It is to provide a high level of Customer Service, which included fielding customer's cares,
complaints and concerns, while providing a safe working environment.
Work History
Dec 6, 2010 – May 12, 2014 Texas Workforce Commission – Mcallen, Texas
Customer Service Representative II
As a Customer Service Representative for the State of Texas, I would provide assistance through
our tele-center by helping unemployed claimants take over the phone Unemployment Insurance
benefits claims. I would assist by listening to their needs and obtaining information to best
properly establish a claim. Job duties for this position is active listening skills, knowledge of
simple Windows based programs and customer service.
Feb 20, 2010 – Sep 1, 2010 Ram’s PC Service - Mcallen, Texas
Delivery/Tech(PART-TIME)
I would assist with installing software after computers we repaired. I would take phone inquiries
by customers providing customer service to gain customer rapport. After the computers were
ready to be delivered, I would contact customers to make sure they were available for delivery.
Customer Service and rapport building were a major factor to obtain and/or customer relations in
order to maintain business matters.
Apr 28, 2010 – Aug 29, 2010 Penncro Associates, INC - Mcallen, Texas
Team Lead / Supervisor
Job consists of supervising agents to take calls accordingly to FDCPA law. Job duties are to
listen to calls; coach if needed. Write daily email of attendance within my project to my higher
authority. I had to keep up to par that daily goals making sure they were met. I, as Team
Lead/Supervisor, would take Customer Service calls in order to gain rapport with customers to
make a payment over the phone. All payments are processed by myself to ensure correct fund
amounts are extracted at the correct time the customer authorizes payment.
Sep 18, 2009 - Apr 28, 2010 Penncro Associates, INC - Mcallen, Texas
Dialer System Administrator
Job duty consists of generating call flow, using campaign lists, to be added into the NOBLE
system, which creates call flow in the call center. Answer phone calls after hours for call ins, and
transfer calls to appropriate project when applicable.
Nov 01, 2008 - Sep 17, 2009 Penncro Associates, INC - Mcallen, Texas
Team Lead
Providing Customer Service with means of collection on debts owed on credit cards. As Team
Lead, my role was to take over escalated calls that need special attention. An example would be
when customer became irate, or needed answers to specific questions not allowed by collection
agent to answer. Call control while working on customer's needs.Coaching collection agents on
work quality, to better serve a customer. Inbound and outbound calls were made daily.
Depending on the situation, if customer requested a call back, would obtain necessary
information, as per FDCPA, to avoid conflicts between the customer and our establishment.
May 29, 2007 - Oct 31, 2008 Penncro Associates, INC - Mcallen, Texas
Collections/BOA/GE Money Bank
As an agent I would provide customer service, and collect on inbound/outbound calls. Duty was
to overlook the account and build a strategy, while on call, to make a collection. Settlements, fee
waivers, or payment plans were offered, to see if that was a method of getting a payment or to
help the customer get back on track on their debt.
Mar 03, 2007 - May 25, 2007 Goldshield Security - Mcallen, Texas
Security Guard Officer(Uncommissioned)
I would secure job site given by Supervisor. The client's site would be provided quality service
by maintaining open channels of communication on a daily basis. Daily reports and/or incident
reports were provided to the employer, and client daily. Customer Service was a key factor when
building rapport with employees and/or attending the client’s needs.
Sep 12, 2006 - May 01, 2007 RGIS - Mcallen, Texas
Inventory Specialist
Laser audit on client’s inventory, with all count accuracy. I would also provide customer service
during client inventory at designated location. Would travel daily to Laredo, Corpus Christi,
Alice etc. depending where inventory services were needed
Nov 30, 2006 - Jan 14, 2007 Best Buy - Mcallen, Texas
Inventory Specialist(Seasonal)
Seasonal job that consisted of shipping and receiving on all merchandise. I would accept
shipment and unload it from the shipper. Then, arrangement of product by department was
stacked; and pushed out to the floor. Before departure of our duties, cleaning up the warehouse
and washroom were a major factor.
May 01, 2006 - Jul 04, 2006 TX DOT/Goodwill Industries - Mcallen, Texas
Transportation Service Specialist I
I would provide medical transportation to qualified Medicaid recipients by setting up
appointments for transport with contractors, throughout the State of Texas. Maintained daily
telephone logs; documented /forwarded complaints to "in-house" Complaint Coordinator.
Dec 28, 2005 - May 16, 2006 Ticket-Master - Pharr, Texas
Customer Service Rep.
Call Center Communication Specialist. Assisted customers with purchased ticket inquiries, and
aided with resolutions concerning said purchases. Periodically, sold tickets to wheel chair
accessible clients when needed. Handled and documented customer complaints; worked to
resolve any further discrepancies regarding their ticket orders.
Sep 12, 2005 - Nov 30, 2005 Choice Staffing/Wornick Temp Service - Mcallen, Texas
Stock
I would assist in MRE food packaging process. Stocked bins to maximum capacity to keep
packaged goods in steady flow, while being set up for full meal vacuum sealing process.
Apr 09, 2005 - Aug 13, 2005 H.E.B - Mcallen, Texas
Customer Service Rep.
Helped in the Front End to perform Customer Service duties. Kept the parking lot clean by
picking up unused carts; assisted customers with placement of their purchases. Assured complete
and total customer satisfaction upon their departure.
Jul 20, 2000 - Feb 02, 2005 CROSSTIMBERS IHOP - Mcallen, Texas
Host/Cashier
As a host I would greet customers upon entrance, and escorted to designated seating area.
Money handling was a major responsibility on an everyday basis. A major duty was cash
handling via ringing up sales tickets; preparing of bank deposits for the manager and taking
feedback on customer complaints.
Nov 19, 1997 - Apr 03, 1999 KLINCKS - Mcallen, Texas
Stock/Customer Service
Stocked Merchandise for the store. Would insure availability and accessibility of inventory while
providing customer service.. On regular basis would assist on cash register due to high customer
volume in store.
Education
Sep 1999 - Jun 2000 South Texas VO-Tech - Mcallen, Texas
Education Level: 1 year college, technical or vocational school
Major: Certified Nurse Assistant
Minor: Medical Assistant
GPA: 3.75
Total Hours: 15.0
Graduated: Yes
Aug 1995 - Jun 1999 McAllen High School - Mcallen, Texas
Education Level: High School Diploma
Graduated: Yes
Clubs: DECA President for 2 years and Kick Drugs Out of School Karate Club.
South Texas VO-Tech - Mcallen, Texas
Certified Nurse Assistant
License
Issued: Jun 01, 2000
Occupational Experience
Customer Service Representatives ( 13 yrs 0 mos )
Computer Skills Typing Speed: 45 Words Per Minute
Database Software (Oracle, Access, etc)
Internet Browser (Internet Explorer, Firefox, etc)
Peripheral Devices (Scanners, Printers, etc)
Personal Computers
Spreadsheet Software (Calc, Excel, etc)
Utility Software (Virus, File Compression, etc)
Word Processing Software (Word, WordPerfect, etc)
Additional Computer Skills:
Microsoft Outlook, MAESTRO System, DCM System, Microsoft(Word,Excel,Power-point)
Language Skills English - Excellent ( Read Write Speak)
Spanish - Good ( Read Speak)
Driver's License Class C - Standard Driver's License
References:
Fidel Diaz III
Friend
Dept. of Human Resources
Salvador I. Reyes
Cousin
Pan American Police Dept.
Robert U. Saenz
Friend
Yellow Pages
Joel E. Garcia
Co-worker
Penncro Associates
********@*****.***
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