Customer Service Representative

Michelle Gutierrez Rocha

*** * ****** **

Tucson, AZ 85756

Cell: 520-***-****

*******************@******.***

SUMMARY

Experienced in general office principles, practices, and procedures. Proficient in MS Office: Excel, Word, PowerPoint, Access. Detail oriented, proficient organizer with the ability to delegate and train others. Knowledge of diverse cultures. Team player with emphasis on quality. Managerial skills. Able to manage several accounts at one time and maintain quality and professionalism. Salesforce trained and certified. Experience with secure remote desktop, and several other online platforms. 3 years of work from home experience.

EXPERIENCE

Learning A-Z, Tucson, AZ July, 2020 Too November 2020

Tier 2 Customer Service Agent/ Implementation Support Specialist

Took in bound calls, Answered Chats, and replied too emails from customers

Helped with customer retention.

Assisted teachers, students and parents with the program online, assisted with Tier 2 Troubleshooting as well as billing and ordering

Handled customer accounts, assisted in outreach for accounts which were under 90% rostered and used. Via Phone, Email, and Zoom.

Had weekly Training for License coordinators, with basic account management, as well as how too use all their tools and programs.

Had weekly training for license coordinators on how to locate, read, and access reports for their schools as well as print and download them

Sent weekly pivot tables keeping track of all work throughout the week

Assisted customers in creating, uploading and downloading CSV sheets on Excel.

Uploaded, created and maintained CSV sheets for customers.

Used Service cloud, Sales Force, as well as other programs to access customer accounts, create cases, update account information and handle billing issues.

Used Google suit too create spreadsheet and share information with colleagues

Amazon Warehouse, Tucson, Arizona April, 2020 To July 2020

Warehouse Worker, Pick

Sort merchandise from the warehouse into proper bins and send down conveyor to be packed.

Teleperformance, Salt Lake City, Utah November, 2018 to December, 2019

Supervisor/ Customer Service Agent

Answered incoming calls - an average 60 per day - resolving any and all customer issues

Ensuring a team of 17-20 agents maintained performance, attendance, And customer satisfaction.

Ensured all team Time sheets were correct and assisted in Workforce management

Maintained relationships with customers, helped in retention and billing.

Ensured retention of employees

Helped with IT and Troubleshooting and resolution for work from home agents

Assisted with HR related issues

Coworx Tucson, Arizona June, 2018 to November, 2018

Customer Service Representative

Answered incoming calls

Helped maintain customer satisfaction as well as retention

Assisted in account management

Made sales for AT&T and Directv

Helped customers with billing for ATT and DTV

Afni, Tucson, Arizona June, 2017 to June, 2018

Customer Service Agent

Answered incoming calls for Verizon Wireless

Ensured all customer needs were met

Helped with billing and sales

Ensured customer retention

EDUCATION, TRAINING AND DEVELOPMENT

Cholla High school 2013

Pima Community College 2016 - Present

US Army 2013 – 2015

Account Management

Customer Retention

Tech Support Tier 1 and 2

SalesForce

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