Customer advocate expert/sales/technicalsupport/customerretentionexper

LUIS SERRANO

***** **** *****, ** ****, TX ***** H:915-***-**** C:915-***-****

SUMMARY

Motivation is the foundation in which I build my fortress of accomplishments and future endeavors. From stocking shelves at the Bread Store, to maintaining a 15 man fleet of route drivers, working in the customer service industry is a part of me. Information technology and cyber security degrees and certifications now are at the forefront of my Journey. Adaptive and receptive when acquiring or sharing information with others. Effectively mastered Information Assurance and Security Certificate. HIGHLIGHTS

Excellent communication skills

74 WPM typing speed

Accurate and detailed

Proper phone etiquette

Computer-savvy

Critical thinker

EXPERIENCE

The Bread Store –Store Stocker 2007 -2009

Provide customer service and greet customers

Assisted with the daily bread/cake sorting, stocking, and rotating of product Responsible for packing and delivering special orders for clients Served as a back-up cashier

The Bread Store – Store Manager 2009 – 2013

Responsible for balancing cash register at start and end of day - cash, credit cards, EBT, and checks Received and verified incoming vendors product Determined pricing on bread products based on daily incoming quantity Created in-store promotions for clients

Supervised 1 part-time stock employee

Xerox-2014-2015

Responsible for incoming and outgoing calls to Cox cable customers Calls pertained to billing issues as well as new customers inquiring on new service ie. Home phone-Tv-Internet Cellular phone service

Suggested new products or upgrades pertaining to each customers individual needs Gc Services (FedEx)-2015-2016

Responsible for incoming calls from FEDEX customers or future customers with questions pertaining to package details up to and including package locations, pricing for domestic as well as international shipments for individual accounts as well as corporate accounts Alorica (Att/Directv) 2016-2017

Responsible for incoming calls regarding potential subscribers to Directv as well as Att. Educate customers on new and existing services offered by Directv, and Att. Educate on products and installation processes. Offer bundle sales including Tv, internet, home phone, as well as Att Wireless products. Educate on equipment tech specs. Find appropriate packaging to fit each customer's individual needs, while up-selling multiple products. Maneuver multiple systems at once. Alorica (Att/Directv) 2019-2020

Responsible for incoming calls regarding potential subscribers to Directv as well as Att. Educate customers on new and existing services offered by Directv, and Att. Educate on products and installation processes. Offer bundle sales including Tv, internet, home phone, as well as Att Wireless products. Educate on equipment tech specs. Find appropriate packaging to fit each customer's individual needs, while up-selling multiple products. Maneuver multiple systems simultaneously. Nelnet Inc. 2021-2023

Advisor I

Handled both inbound and outbound interactions with Loan borrows that utilized federal student loans through Nelnet and its subsidiaries. Provided loan balances, processed payments/autopay, provided payment plan options, default resolution, guided in loan discharge due to death, provided documentation for Mortgage/tax information, provided the best customer experience while actively ensuring fcr (first call resolution)

TTECH-(BlueShield of California)

Customer Service Advocate II

Responsible for Incoming and outgoing interactions pertaining to Current policy holders, including subsidies such as Covered california, as well as MEdI-CAL. Processed payments, pcp assignment, ratings (monthly premiums as well as deductibles for both individual and family plans). Provide the extra mile for all current and prospect policy holders. Member assistance/advocate in scheduling appointments, and procedures while explaining the cost and process. Familiar with Drug formularies, as well as medical coding. Efficient in all computer softwares and more, extensive background in Cyber Security, networking, computer programing, threat hunting.

EDUCATION

The University of Phoenix

Associates of Arts with a concentration in Information Technology with an Information Assurance and Security Certificate

Graduated March 2023

GPA 3.6

The University of Phoenix

Bachelors of science in Information Technology with a Digital Forensics Certificate Graduation 2025

REFERENCES

Venessa Herenadez Company Owner 915-***-****

Deborah Olivas CSR 915-***-****

Nelly Campos Manager 915-***-****

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