Customer Service Representative
Resume:
Jo Anna Lerma
BILINGUAL COLLECTION MANAGER
Waco, TX 76708
*************@*****.***
A customer service postion where my previous work experience and skills can be a asset to your company. Customer
Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Center
Representatives. Dedicated Customer Service Representative who provides exceptional customer service through active
listening and problem solving.
Work Experience
Work order Review Specialist/ Escalation Team
Insight Global - Waco, TX
January 2022 to Present
I do Walmart work orders for repairs for the stores world wide. Do over 80 work orders and emails a day. Work with stores and vendors. To get the emergency fixed for the stores. We are the go to .when store can't get help.
Supervisor
Axion Health care llc - Philadelphia, PA
July 2021 to October 2021
Supervised a team of 15. Did zoom meetings.
Did quality calls. to verify hippa and other regulations And help other supervisor with projects.
Customer Service Representative
QuestPro - Waco, TX
July 2020 to May 2021
Work taking unemployment claims. Answer questions on the claims.upload documents need. And answer questions on their claims. Also give tax information. And when they would receive their check. Customer Service Representative
Atmos Energy - Waco, TX
August 2015 to July 2020
• Take inbound calls from customer to set up new accounts.
• Take emergency gas calls
• Take payments
• Help new employees that come on the floor
• Take around 600 calls a day
• Work in special projects to help improve our customers and company
• Help customer support for our customers
• Work on dual computer screens
BILINGUAL COLLECTION MANAGER
GET IT NOW - Kenosha, WI
March 2013 to June 2014
I made daily cals to our customers for payments, Also help out on the sales floor take cas payments from our customers
I also filled paper, ran credit check, went to customers homes to insure payment. Also did bank deposit. l Addressed and resolved customer product complaints empathetically and professionally. l Defused volatile customer situations calmly and courteously. l Accurately documented, researched and resolved customer service issues. l Mastery of customer service management systems and databases. BILINGUAL COLLECTIONS
Supervisor
Wells Fargo Mortgage - Milwaukee, WI
June 2009 to March 2013
l Effectively managed a high-volume of inbound and outbound customer calls. l Answered a constant flow of customer calls with up to [number] calls in queue per minute. l Addressed and resolved customer product complaints empathetically and professionally. l Gathered and verified all required customer information for tracking purposes. l Accurately documented, researched and resolved customer service issues. l Mastery of customer service management systems and databases. l Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
l Provided incentive to increase productivity by offering employees awards for best customer service. l Met or exceeded service and quality standards every review period. Also I traveled to our outreach events to help ur customers in need with our modification programs. I interacted face to face with our customers.
Office Manager
H&R Block - Waukegan, IL
January 2003 to May 2009
File taxes return to irs. Printed out refund checks. Also passed test to be a certified tax person Data Processor
Heads & Threads - Carol Stream, IL
November 1998 to May 2008
Printed out orders to ship to our customers, accountable for doing invoices. Took care of our walk in customer's with there orders.Assisted customers with their shipments, answered there questions and provide them tracking information.
Helped call in trucks to ick up our products to ship out to our customers. Responsible for doing daily reports for our
sales and keep them updated with our customers orders. l Addressed and resolved customer product complaints empathetically and professionally. l Gathered and verified all required customer information for tracking purposes. l Defused volatile customer situations calmly and courteously. l Prepared reports and communication for senior management and clients. Customer service
Golden Walnut - Zion, IL
June 1996 to November 1998
Took sales calls from our customers.Did Specialty shows for our products. Printed orders out for our warehouse to ship to our customers. Also interacted with customers on a one and one basics at our candy shows.Also filled paper away.
Education
High School Diploma
University High School - Waco, TX
1987
Skills
• MULTI-LINE (8 years)
• MULTI-LINE PHONE (10+ years)
• TELEPHONE (10+ years)
• CALL CENTER METRICS (10+ years)
• BILINGUAL (10+ years)
• Microsoft Office (3 years)
• Training (10+ years)
• Receptionist (4 years)
• Call Center (10+ years)
• CSR (10+ years)
• Customer Care (8 years)
• Customer Service (10+ years)
• Customer Support (5 years)
• Databases
• English (10+ years)
• Spanish (10+ years)
• Employee Orientation
• English
• Multilingual
• Human Resources
• Office Management
• Management
• Microsoft Outlook
• Tax Experience
• Visual Basic
• Filing
• Payroll
• Inside Sales
• Translation
• Copywriting
Languages
• English and Spanish - Expert
Certifications and Licenses
Driver's license
March 1987 to July 2020
Assessments
Inside sales — Proficient
May 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Sales skills — Proficient
April 2021
Influencing and negotiating with customers
Full results: Proficient
Work style: Professionalism — Proficient
May 2021
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Basic bookkeeping — Proficient
May 2021
Calculating and determining the accuracy of financial data Full results: Proficient
Customer focus & orientation — Proficient
April 2021
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
April 2021
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
l Talented client relations manager l Customer interface expertise l Skilled in call center operations l Committed to maintaining data integrity l Customer interface expertise l Strong problem solving aptitude l Multi-line phone operation proficiency l Completed telephone training seminar l Call center metrics decoding aptitude l Extensive history with predictive dialers Also fluent in bilingual ( Spanish/ English)
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