Customer Service Representative
Resume:
Anna Godoy
**** * ******* **. #***, Houston, TX *7036
*********@*****.***
Professional Summary
Accomplished and energetic Team Leader with a solid history of achievements in call centers. Motivated leader with strong organizational & prioritization abilities. As Team Leader, my team had lowest to zero abandoned calls in call center. Sales & retention were consistently high. Areas of expertise include support for team, customer service, complaint & resolutions, and teambuilding & training. I enjoyed being Team Leader & always made my team my priority & assisted in any & every way to allow them to flourish & accomplish what was expected of them.
Skills
20+ years in customer service, support, & team lead in fast paced call centers
Detail oriented, organized, and punctual in meeting deadlines
Proficient in Microsoft Word & Excel
Able to work independently
Exceptional verbal & written communication skills
Bilingual: English & Spanish (read & write)
Excellent de-escalating skills
Professional, punctual, & able to adapt to constant change
_ Experience
Just Energy, LP Houston, TX
Team Lead/Account Manager June 2010 - Dec 2016
Support for commercial team in electricity industry call center.
Monitored queue & ensured all calls were answered in a timely manner.
Assisted representatives with customer calls with complex account problems by de-escalating issues through thorough investigating & gathering details for claims & complaints regarding bills, contract terms, pay off requests, suspended services, etc.
Took all appropriate steps to resolve escalated issues, such as maintaining ongoing communication with internal departments, as well as external contacts, to obtain information and/or provide updates regarding escalation cases.
Diligently followed up with customers via email or phone to provide resolution.
Conducted training for existing & new representatives on new processes & products/plans.
Created training material and job aids.
Excellent coaching skills with ability to identify training needs for representatives.
Oversaw & managed the commercial email inbox by handling customer requests & replied via email or phone to provide update on completed requests.
Attended meetings with managers & provided feedback on behalf of agents on how to keep morale up & ideas on how to continue making a better & productive work environment.
Comcast Houston, TX
Tech Support Representative March 2009 – May 2010
Answered incoming calls in a highly fast paced & busy call center for the Technical Support Department for cable, internet, & wireline service.
Trouble shoot customer’s equipment & guide customers on how to trouble shoot at home.
Scheduled technicians to dispatch to customer’s home.
Handled billing & service request calls.
AT&T Telecommunications Houston, TX
Team Lead April 1996 – Feb 2009
Started as customer service representative answering incoming calls.
Assisted customers with billing questions & processed service order requests.
Educated & informed customers of new products & plans.
I was promoted to Backfill (Team Lead) within one year. Responsibilities included assisting representatives with time consuming calls with issues & allow agents to reach their monthly stats.
Reached out to internal departments whenever necessary in order to resolve customer escalations & complaints.
Thoroughly researched customer accounts by reviewing notes & calls on account to resolve issues & complaints.
Conducted training for new products & processes.
Education
Lamar High School Houston, TX
High School Diploma May 1990
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