Customer Service Representative

Dolores Yaneth Gomez

Fort Worth, TX ***** • 817-***-**** • *************@*****.***

Professional Summary

Motivated business professional bringing over 20 years entrepreneurial experience. Dedicated and personable with extensive experience in managing administrative and sales personnel. Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Awarded Elite Carrier of the year 2020 winner

Skills

Problem-solving abilities

Call center experience

Shipping and Logistics

Quality Assurance Controls

Client Relations

Appointment Scheduling

Work History

Customer Service Representative, 11/2023 to Current City Of Bedford TX – Bedford, TX

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Responded to customer requests services, and company information. Educated customers about billing, payment processing and support policies and procedures. Transportation Manager, 10/2012 to 05/2023

FSMS LLC – Haltom City, TX

Managed team of drivers, providing support and guidance to improve performance and productivity.

Coordinated driver dispatch to accomplish daily delivery requirements. Implemented safety measures, resulting in significant decrease in accidents and injuries among drivers.

Ensured safety compliance by conducting regular audits, training sessions, and updating company policies.

Monitored industry changes and regulatory updates to ensure company-wide compliance with relevant laws and guidelines affecting transportation operations. Prepared and updated employees' daily work schedules and resolved delivery problems.. Customer Service and Sales Insurance, 03/2009 to 07/2012 State Farm – Fort Worth, TX

Managed portfolio of key accounts, ensuring consistent revenue generation and high levels of client satisfaction.

Responded to customer requests for products, services, and company information. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Contributed to sales growth by upselling products and services based on individual customer requirements.

Tracked customer service cases and updated service software with customer information. Implemented customized sales strategies tailored to individual clients, fostering long-term relationships.

Supported marketing initiatives with targeted research into competitor offerings, positioning our products more effectively in marketplace.

Education

No Degree: Certificate Professional Spanish Medical Interpret, 07/2023 AALB - Chicago, IL

No Degree: Computer Skill & Medical Assistance, 07/1997 BRYAN INSTITUDE - Arlington, TX

High School Diploma: 05/1996

Carter Riverside Fort Worth - Fort Worth, TX

Languages

Spanish

Full Professional

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