Customer Service Rep
Resume:
DonnaMarie Longoria-Alaniz
University graduate with B.A. in Psychology. Organized and attentive with the ability to consistently meet deadlines and manage highly stressful situations and multiple projects. Good time management, trustworthy, and excellent problem solving skills.
Education
University of Texas at Austin
Austin, TX (August 2009-Graduated June 2014)
Bachelor of Arts (B.A) in Psychology
Minor in Communication
G.W. Brackenridge High School
San Antonio, TX (August 2005-Graduated 2009)
Treasurer: Student Council
National Honor Society
Top Ten Percent
Work Experience
TaskUs
San Antonio, TX (July 2018-April 2020)
Team Lead/Supervisor
●Manage the day-to-day planning and operations of my team, including making sure that each of my Teammates delivered on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
●Managed my team in making sure everyone adhered to their schedules.
●Trained and helped in the development of my team through being organized and able to handle responsibility.
●Conducted team huddles, coaching sessions, and grew to recognize weaknesses - so that I was able to offer solutions to help them improve and grow.
●Created reports of my team’s performance and documented feedback from our client.
●Effectively managed issues that arose (including HR related ones); being creative in terms of thinking of solutions; and acted as the liaison between management and my team.
●Excellent verbal and written communication skills along with above-average technical know-how.
●Experience working on phone, email and live chat customer support roles. Familiar with E-Commerce, ZenDesk, Zoom, other CRM tools.
●Experience with rapid changes in client, agenda, and line of business. Able to learn, demonstrate, and teach new information and expectations from clients quickly and in short notice.
TaskUs
San Antonio, TX (December 2017-July 2018)
Content Moderator
●Would correct grammar, punctuation, and spelling for incoming questions and would make sure that the questions would be grammatically correct before submitting.
●Required to do two questions per minute, 120 items per hour.
●Was able to complete 130/hour with a 93% accuracy.
●Was promoted to be trained in the Recovery Queue. This is a queue where questions that would be considered "non-fixable" would be transferred to.
Conduit Global
San Antonio, TX (March 2017-November 2017)
Customer Service Chat Representative
●Satisfy customers wants and needs and helped them navigate their online bills and services
●Learned to use different tools and programs in order to fix, solve, and handle customers services and issues
●Learned how to multi-task with multiple chats at once. Handled two customers at a time and learned how to use tools and programs to balance both
●Time management, had to handle back to back chats and have 20 second response times
VOLT Work Solution
San Antonio, TX (May 2015-January 2016)
Customer Service Rep
●Satisfy customers needs and help them successfully learn how to use services
●Learned to use different tools and programs in order to fix, solve, and handle customers services and issues
●Maintaining high ethical standards and creating positive relationships with customers
●Promoted from ICM to SOS agent.
Bright Horizons At Future Stars (Daycare Facility)
Austin, TX (February 2014- April 2015)
Teacher
●Successfully multitasked to maintain a group of twenty children focused and learning different skills day to day.
●Communicated with parents and others teachers about specific needs of each individual child and their progress in class.
●Taught Handwriting Without Tears Curriculum
●Responsible for lunches, breaks, and planning times
●Helped teachers regroup children and transfer them from different areas of facility
Skills
Proficient in Microsoft Office: MS Word, MS PowerPoint, MS Excel, Zoom.
Online research: Social Media via Twitter, Instagram, Facebook, TikTok, YouTube
Well-developed people skills. Can communicate effectively on an interpersonal level; manage conflict positively; work productively with others to find solutions and reach agreements; and work with integrity and ethics to motivate and inspire others.
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