Customer Service Call Center
Resume:
AG
AMERICA GONZALEZ
**************@*****.*** 936-***-**** Conroe, TX 77301 WWW: Bold Profile
Qualified Agent with documented history of meeting and exceeding sales goals. Known for strong relationship-building skills and commitment to maintaining loyal customers. Excellent record of expanding market share, retaining customers and promoting new initiatives. Friendly Agent with commitment to developing, qualifying and managing leads to increase new business. Competitive with passion for driving revenue and profit for companies in collections and baking industry. Self-motivated Agent with 8-year progressive career in call centers. Offering proven excellence in computer skills and . Proficient using cisco and microsoft to track [Data]. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Math
Microsoft Excel
Microsoft Powerpoint
Microsoft Word
Bilingual
Spanish
Customer service
Phone etiquette
English
Janitorial experience
Buffing
Cleaning
Custodial experience
Commercial cleaning
Debt Negotiation
Assertiveness
Billing and collections best practices
Collections regulatory guidelines
Debt management
Delinquent account management
Payment Acceptance
Repayment negotiations
Performance Improvements
Customer research
Call center background
CRM Navigation
Customer Relationship Management
Quality Assurance
Call Control
Payment Processing
Technical Support
Sales closing
Customer Service
45 WPM
Problem-solving skills
Professional phone voice
Call handling
english and Fluency
[Software] CRM system expert
Account Management
Call Center Operations
Analytical abilities
Appointment Scheduling
Customer Support
Sales expertise
CallSelect
Call controlling
System Documentation
Answering questions
Call control skills
Product Knowledge
Communicating with clients
Call documentation skills
Data Gathering
Resolving issues
Call Center Customer Service
ciscos expertise
Interpersonal Skills
Prospecting skills
Providing customer support
Technical Troubleshooting
Database Research
Gathering information
Customer communications
Proficient in cisco
De-Escalation Techniques
Summary
Skills
Data Entry
Account updating
Complaint resolution
Performance monitoring
Quality Control
Cash Handling
Performance Improvement
Inbound Phone Call Management
Verbal and written communication
Documentation And Reporting
Attention to Detail
Multitasking
MS Office
Billing Adjustments and Refunds
Credit card payment processing
Goal Setting
Document and Records Management
Product Education
Quality Assurance Controls
FLUENT IN spanish and english
Woodforest national bank Spring, TX
Senior Agent 2
06/2023 - 06/2024
Provided customers with product and service information. Resolved customer complaints via phone, email, mail, or social media. Utilized excellent customer service skills to ensure satisfaction of all customers.
Created detailed reports on customer inquiries and interactions. Processed orders, forms, applications, and requests accurately and efficiently.
Developed strategies for improving customer service processes. Maintained records of customer interactions in CRM software system. Responded promptly to general inquiries from customers via telephone or email.
Collaborated with other departments to ensure efficient resolution of any escalated issues.
Ensured compliance with applicable laws and regulations related to customer service operations.
Identified potential opportunities for upselling products or services based on customer needs.
Analyzed trends in consumer behavior data to develop insights into how customers interact with the company's products or services. Educated customers about products, pricing and policies to address and resolve issues.
Assisted customers by answering questions, addressing concerns and providing current account information.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Met and exceeded performance goals to support long-term company growth and market dominance.
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Consulted with customers regarding needs and addressed concerns. Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance. Monitored customer accounts to track outstanding issues and implement new solutions.
Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Oversaw and guided team of [Number] to handle customer call escalations, training and mentoring new employees on customer service and order processing.
Collated customer names, contact and payment information to streamline Experience
future interactions.
Reduced customer complaints [Number]% with introduction of new service management and sales follow-up processes.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Collected deposits or payments and arranged for billing. Adjusted bills and refunded money to resolve customers' service or billing complaints.
Referred unresolved customer grievances to designated departments for further investigation.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
windsor cleaning services Magnolia, TX
Cleaning Services
01/2023 - 08/2023
Worked closely with local government officials on matters related to street cleaning services.
Responded promptly to customer inquiries or complaints related to cleaning services.
Investigated complaints regarding maintenance and cleaning services within the residence halls.
Responded promptly to customer requests for cleaning services. Coordinated dry cleaning services for all costumes after each production shoot.
Responded to requests from staff members for cleaning services. Organized special events or functions at the hotel that require additional cleaning services.
Organized cleaning services for the home to ensure it was kept neat and tidy at all times.
Organized special events such as conferences or parties that require additional cleaning services.
Responded promptly to guest requests for additional cleaning services during their stay.
Ensured that all areas were kept clean at all times by scheduling periodic deep cleaning services.
Ensured that all facilities are kept clean by scheduling regular cleaning services according to industry standards.
Organized special requests from guests such as extra pillows or blankets, additional cleaning services.
Performed cleaning services in accordance with established standards and procedures.
Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
Responded promptly to requests from staff for additional cleaning services. Observed company standards for quality assurance while performing tasks related to cleaning services provided.
Collaborated with other supervisors in the department on projects or initiatives related to street cleaning services.
Coordinated with other departments regarding special events or projects requiring additional cleaning services.
Coordinated move-in and move-out procedures including inspections and cleaning services.
Organized the move-in, move-out process for new, former tenants including cleaning services if needed.
Responded to requests from staff or faculty for cleaning services or assistance with special projects.
Liaised with external vendors providing services such as catering or cleaning services.
Coordinated maintenance activities such as repairs, inspections, and cleaning services for rental properties.
Coordinated move-in and move-out processes for tenants including inspections, repairs, cleaning services.
Responsible for organizing cleaning services after each production was completed.
Managed the daily scheduling of janitors to ensure adequate coverage for all areas needing cleaning services.
Provided emergency cleaning services when required due to accidents or spills.
Scheduled appointments with clients for carpet cleaning services. Provided support during tenant move-outs by coordinating with movers, cleaning services.
Coordinated with outside contractors when specialized cleaning services were required.
Organized cleaning services for interior and exterior parts of aircrafts according to set standards and procedures before take off and after landing respectively.
Reported any discrepancies or issues related to cleaning services to management team.
Responded promptly to requests from occupants for additional cleaning services or supplies.
Reviewed vendor contracts related to cleaning services and negotiated terms as needed.
Responded promptly to requests from guests or staff for extra cleaning services in guest rooms or public areas.
Coordinated with outside vendors to arrange for cleaning services, repairs and other necessary services.
Submitted and explained verbal and written estimates of cleaning services costs in advance.
Provided general cleaning services for homes, including vacuuming carpets, mopping floors, dusting furniture and polishing surfaces. Controlled full-cycle household cleaning services, including business development and client relations.
Provided daily cleaning services, including sweeping, mopping, vacuuming and dusting.
Provide emergency cleaning services for spills caused by guests or visitors in public areas of the facility.
Expanded cleaning services to tile, grout and hardwood floors upon customer advance request.
Work closely with management to develop strategies for improving cleaning services across the organisation.
Planned and scheduled regular cleaning services for common areas within the facility.
Organized special events that require additional cleaning services or staffing.
Communicated regularly with department heads regarding special projects that required additional cleaning services.
Responded to customer inquiries regarding street cleaning services and resolved complaints in a timely manner.
Updated policies and procedures related to cleaning services in order to remain compliant with industry regulations.
Responded promptly to requests from guests or staff members for additional cleaning services.
Collaborated with medical staff to provide patient-specific cleaning services for special cases.
Communicated with customers about requests for additional supplies or cleaning services.
Scheduled cleaning services for vacated rooms in accordance with occupancy levels.
Supervised staff members responsible for cleaning services and other duties related to building management.
Increased efficiency of cleaning services through research and implementation of new techniques.
Responded promptly to customer requests for additional cleaning services. Gathered soiled linens for laundering or dry cleaning services. Collaborated with other departments to coordinate special events requiring additional cleaning services.
Provided detailed estimates for window cleaning services for clients. Resolved customer complaints regarding cleaning services in a professional manner.
Coordinated facility maintenance activities such as cleaning services or repairs.
Negotiated contracts with vendors for special services such as emergency diesel refueling or tank cleaning services as required by clients. Assisted in stocking shelves with supplies and materials needed for dry cleaning services.
Developed a comprehensive plan for cleaning services, including scheduling, staffing needs, and budgeting considerations. Supervised, trained, and evaluated staff responsible for cleaning services. Responded promptly to requests from teachers or staff members for additional cleaning services.
Responded promptly to customer requests for special cleaning services or assistance in emergency situations.
Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions. Worked closely with housekeeping staff to coordinate cleaning services for vacant rooms.
Responded promptly to customer service requests regarding drain cleaning services.
Marketed cleaning services to grow customer base, offering client referral discounts, coupons and holiday promotions.
Coordinated dry cleaning services for delicate fabrics or specialty garments.
Coordinated move-ins and move-outs of tenants by scheduling inspections and cleaning services as needed.
Furnished quality carpet and upholstery cleaning services to residential and commercial clients.
Monitored the quality of cleaning services provided by housekeeping staff and took corrective action if necessary.
Ensured the facility was properly maintained by scheduling periodic cleaning services and repairs as needed.
Investigated customer complaints related to field maintenance services provided by staff members.
Magnolia ISD Magnolia, TX
Lunch Monitor
08/2018 - 11/2021
Watch over the kids in the cafeteria room make sure they everyone had there utensils and everything was in control.
Checked student lunches for compliance with school nutrition standards. Monitored students in the cafeteria to ensure they stayed in their designated areas.
Enforced appropriate behavior expectations during lunch period. Assisted with meal distribution and cleanup duties as needed. Greeted students, faculty, and staff members entering the cafeteria area. Helped resolve conflicts between students in a professional manner. Provided assistance to special needs students during lunch period. Informed cafeteria staff of any food shortages or quality issues that may arise.
Maintained records of daily attendance and meal counts for lunch period. Kept track of inventory levels for supplies such as napkins, utensils, cups. Assigned seating arrangements when necessary to promote social distancing.
Displayed good customer service skills when interacting with students, faculty, and staff members.
Performed basic cleaning tasks such as wiping tables and sweeping floors after meals were served.
Alerted supervisors of potential safety hazards within the cafeteria area. Supported the kitchen staff by refilling condiments on the serving line as needed.
Collaborated with teachers to discuss student behavior issues related to lunchtime activities.
Assisted with organizing activities designed to keep students engaged during lunch period.
Encouraged positive interactions among peers while monitoring student behavior in the cafeteria.
Communicated regularly with administrators regarding any changes or updates in policies or procedures related to lunchtime operations. Utilized effective communication techniques when addressing disciplinary issues among students.
Developed strategies for improving student engagement during lunch hour activities.
Supervised group behaviors and utilized modification techniques. Patrolled cafeteria throughout lunch periods to check for spills and help students.
Assisted with preparation and stocking of food items and condiments. Used non-lunch hours to help teachers with classroom or student requirement.
Maintained tools, equipment and surfaces in clean, neat and working order.
Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
Followed guidelines for safe serving, appropriate temperatures and proper presentation.
Performed work to top standards, proving best service for students, employees and school visitors.
Prepared food according to recipe instructions to manage regular school meals.
Upheld correct procedures for preparing foods and storing leftovers. Assisted cook with prep work by cutting vegetables and preparing side dishes and salads.
Rang up orders on cash register to process cash, credit card and personal check payments.
Monitored use of condiments, utensils and beverages. Operated industrial dishwasher to wash glassware and utensils. Utilized safe and efficient methods for operating equipment. Took inventory of supplies and equipment and placed new orders to maintain stock levels.
Organized and prepared ingredients for batch cooking. Adhered to safe and proper storage guidelines for incoming supplies. Maintained adequate levels of linens, trays and silverware items for customers and performed washing and sanitation.
Tailored orders to address customer allergies and gluten concerns. Delivered orders to kitchen and checked for accuracy and correct temperature on pick-up before serving to customers. Effectively multitasked within fast-paced environment. Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
Cleaned up spills and broken glassware and safely disposed of sharp pieces.
Made friendly conversation with customers to provide enjoyable bar experience.
Removed trays and stacked dishes for return to kitchen after finished meals.
Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
Maintained clean and orderly appearance throughout kitchen and dining area.
Supported serving staff in delivering accurate and well-presented food orders.
Greeted guests with friendliness and professionalism. Participated in ongoing training to enhance job skills and knowledge. Stocked service stations with ice, napkins and straws. Stocked customer service stations with paper products or beverage preparation items.
Worked in close collaboration with team members to ensure customers received high-quality service.
Filled and served various beverages for customers. Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Resolved guest complaints to maintain complete customer satisfaction. Asked customers about meals to assess satisfaction and collect vital feedback.
Oversaw inventory in buffet and reported replacement needs to kitchen management.
Greeted frequent visitors by name and explained new promotions. Stocked displays with new and transferred merchandise. Magnolia isd Magnolia, TX
Custodian
08/2016 - 09/2017
Clean classrooms and take out the trash vacuum and also clean bathrooms Pick up cafeteria tables and clean the lunch room. Sweeping, mopping, and vacuuming floors; cleaning bathrooms, kitchens, and other common areas; emptying trash cans and disposing of waste appropriately.
Replacing light bulbs and repairing or replacing faulty electrical outlets; performing minor plumbing repairs such as unclogging toilets. Cleaning windows, mirrors, walls, and ceilings; dusting furniture and wiping down surfaces.
Maintaining the security of the building by locking doors after hours; ensuring all entrances are closed securely.
Inspecting buildings for safety hazards or damages that need to be addressed; reporting any issues to management immediately. Setting up chairs and tables for events taking place in the building's common areas; organizing supplies for upcoming events. Operating floor buffers, pressure washers, carpet cleaners, vacuums, ladders, snow blowers, leaf blowers safely.
Stocking restrooms with necessary paper products such as toilet paper and paper towels; replenishing soap dispensers when needed. Ensuring all equipment is properly maintained and serviced regularly according to manufacturer guidelines.
Performing general maintenance tasks such as painting walls or fixing broken fixtures; changing filters on HVAC units periodically. Responding quickly to emergency situations such as flooding or spills in order to minimize damage to property or injury to personnel. Disinfecting high-touch areas including doorknobs, handrails on stairs, escalators., elevator buttons.
Assisting with special projects related to custodial care as assigned by supervisor or manager.
Completing daily logs detailing work performed each day; updating records of supplies used during shifts.
Adhering strictly to health and safety regulations while performing duties. Providing support services for a variety of events including setup and breakdown assistance as needed.
Maintaining an organized storage area for custodial supplies and equipment; ordering additional items when needed.
Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
Vacuumed floors and dusted furniture to maintain organized, professional appearance.
Recycling materials whenever possible in accordance with company policy and local disposal regulations.
Monitoring inventory levels of consumable items like toiletries and garbage bags throughout the facility and restocking shelves accordingly. Operated industrial cleaning equipment to quickly complete custodial tasks.
Kept building interiors appealing with routine deep cleaning of high-traffic areas.
Wet and spot mopped to clean floors and other surfaces in public corridors. Checked and stocked inventory throughout facility to meet expected demands.
Moved equipment and furniture to thoroughly clean space. Maintained accountability for building keys, master keys and access cards. Notified building managers about needed repairs to maintain public safety. Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
Set up and removed furniture, equipment and supplies required for meetings and special events.
Discarded cardboard boxes and trash in compactors and balers. Performed landscaping tasks and removed litter to maintain grounds. Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
Stripped, sealed, finished and polished floors to maintain longevity and health.
Inspected exterior and interior of building for service issues and reported damages and needed repairs to supervisor.
Cleaned building floors by sweeping, mopping or vacuuming. Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
Serviced, cleaned and restocked restrooms.
Kept business entrances clean, tidy and professional in appearance. Checked inventory for required supplies and made lists for needed cleaning products.
Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
Dusted furniture, machines or equipment.
Completed deep-cleaning floor buffing, carpet cleaning, duct cleaning and wall washing.
Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians. Followed company uniform, performance and security policies with every job.
Completed routine maintenance checks, notifying management of needed repairs.
Mixed water and detergents or acids to prepare cleaning solutions. Monitored building security and safety by locking doors or avoiding hazards.
Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
Followed safety processes for all manual and electric cleaning equipment. Stripped, sealed and polished floors.
Notified managers of repair needs or additions to building operating systems.
Moved furniture, equipment or supplies manually or with hand trucks. Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
Steam-cleaned or shampooed carpets.
Cleared snow, leaves, trash and debris from steps, walkways and areas around building entrances and exits, maintaining cleanliness and appearance of premises.
Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area. Removed snow from sidewalks using snowplows, snow blowers or snow shovels.
Requisitioned supplies or equipment for cleaning and maintenance duties. Mowed or trimmed lawns or shrubbery using mowers or hand or power trimmers.
Cy-Fair ISD Houston, TX
Custodian/Janitor
08/2014 - 07/2015
Clean classrooms about 16 class rooms and four sets of bathrooms Plus an art or gym room for 8 hours.
Sweeping, mopping, and vacuuming floors; cleaning bathrooms, kitchens, and other common areas; emptying trash cans and disposing of waste appropriately.
Replacing light bulbs and repairing or replacing faulty electrical outlets; performing minor plumbing repairs such as unclogging toilets. Cleaning windows, mirrors, walls, and ceilings; dusting furniture and wiping down surfaces.
Inspecting buildings for safety hazards or damages that need to be addressed; reporting any issues to management immediately. Maintaining the security of the building by locking doors after hours; ensuring all entrances are closed securely.
Setting up chairs and tables for events taking place in the building's common areas; organizing supplies for upcoming events. Operating floor buffers, pressure washers, carpet cleaners, vacuums, ladders, snow blowers, leaf blowers safely.
Stocking restrooms with necessary paper products such as toilet paper and paper towels; replenishing soap dispensers when needed. Ensuring all equipment is properly maintained and serviced regularly according to manufacturer guidelines.
Performing general maintenance tasks such as painting walls or fixing broken fixtures; changing filters on HVAC units periodically. Assisting with special projects related to custodial care as assigned by supervisor or manager.
Completing daily logs detailing work performed each day; updating records of supplies used during shifts.
Responding quickly to emergency situations such as flooding or spills in order to minimize damage to property or injury to personnel. Providing support services for a variety of events including setup and breakdown assistance as needed.
Disinfecting high-touch areas including doorknobs, handrails on stairs, escalators., elevator buttons.
Adhering strictly to health and safety regulations while performing duties. Maintaining an organized storage area for custodial supplies and equipment; ordering additional items when needed.
Recycling materials whenever possible in accordance with company policy and local disposal regulations.
Monitoring inventory levels of consumable items like toiletries and garbage bags throughout the facility and restocking shelves accordingly. Vacuumed floors and dusted furniture to maintain organized, professional appearance.
Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
Wet and spot mopped to clean floors and other surfaces in public corridors. Kept building interiors appealing with routine deep cleaning of high-traffic areas.
Operated industrial cleaning equipment to quickly complete custodial tasks.
Checked and stocked inventory throughout facility to meet expected demands.
Moved equipment and furniture to thoroughly clean space. Maintained accountability for building keys, master keys and access cards. Set up and removed furniture, equipment and supplies required for meetings and special events.
Notified building managers about needed repairs to maintain public safety. Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
Discarded cardboard boxes and trash in compactors and balers. Stripped, sealed, finished and polished floors to maintain longevity and health.
Inspected exterior and interior of building for service issues and reported damages and needed repairs to supervisor.
Performed landscaping tasks and removed litter to maintain grounds. Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
Cleaned building floors by sweeping, mopping or vacuuming. Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
Serviced, cleaned and restocked restrooms.
Kept business entrances clean, tidy and professional in appearance. Polished windows, glass partitions or mirrors using sponges or squeegees. Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians. Completed deep-cleaning floor buffing, carpet cleaning, duct cleaning and wall washing.
Checked inventory for required supplies and made lists for needed cleaning products.
Mixed water and detergents or acids to prepare cleaning solutions. Completed routine maintenance checks, notifying management of needed repairs.
Monitored building security and safety by locking doors or avoiding hazards.
Followed safety processes for all manual and electric cleaning equipment. Followed company uniform, performance and security policies with every job.
Stripped, sealed and polished floors.
Notified managers of repair needs or additions to building operating systems.
Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
Moved furniture, equipment or supplies manually or with hand trucks. Steam-cleaned or shampooed carpets.
Cleared snow, leaves, trash and debris from steps, walkways and areas around building entrances and exits, maintaining cleanliness and appearance of premises.
Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
Requisitioned supplies or equipment for cleaning and maintenance duties. Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area. Clean and sanitize restrooms, sinks, countertops and other surfaces. Sweep, mop and vacuum floors of all areas.
Mowed or trimmed lawns or shrubbery using mowers or hand or power trimmers.
Removed snow from sidewalks using
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