Customer Support Specialist
Resume:
MaLisa Perez
Experienced Customer Support Representative
Houston, TX 77064
**********@*****.***
Professional Summary
Accomplished, empathetic customer service professional with 9 years of resolving customer issues and
providing support through various channels. Skilled in inbound / outbound calls, email, chat, customer
support, and quality assurance. Proficient in de-escalation, knowledge of BC, AS400, FedEx, Access, Excel,
PowerPoint and Zendesk; Training content creation, leading department activities and experience in
leading customer support teams.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Certified Peer Support Specialist
Center for Health Care Services-San Antonio, TX
October 2023 to Present
Field and in Clinic work assisting individuals (unhoused, mental health patients, justice impacted,
substance/alcohol recovery) to help keep them out of jails and psychiatric hospitals by providing
resources and peer support through one on one person engagements/groups; advocating for, assisting
and promoting self care/confidence, providing resource information to medical, housing, employment,
etc., with an emphasis on rebuilding their lives through personal growth.
Retail Front Lead
Goodwill Industries-San Antonio, TX
August 2023 to October 2023
• Supervise cashiers, maintain overall store appearance, encourage promotions, assist with customer
service, assist with pricing, delegate front of store duties, manage breaks and lunch schedules and
engaging with customers to build rapport and educate about Goodwill's programs and how sales go back
into supporting the community.
• Implemented effective visual merchandising strategies to optimize product placement and drive sales
• Developed and maintained strong relationships with customers through exceptional service, resulting
in increased customer loyalty
• Resolved escalated customer issues promptly and effectively while maintaining a high level of
professionalism
Lead Customer Support Specialist
Conn's Home Plus E-Commerce-Houston, TX
September 2020 to 2023
Work closely with upper management and staff to ensure department goals are being met. Resolve
customer issues and requests using various online systems (BC, AS400, FedEx, spreadsheets, Email).
Take heat calls, customer requests for Supervisor. De-escalate situations with upset customers. Apply
credits, cancellations, order entry, edit orders. Audit calls (inbound and outbound) for compliance,
resolution and sales opportunities. QA: Create training content, hold calibrations with agents to review/
coach individual call performance, weekly listening meetings with Sr. management on journey calls
(repeat calls from same customer), weekly sales and training meetings. Order processing including
background checks. FedEx and Zendesk specialist, with use of AS400, Magento, Big Commerce, Word,
Excel spreadsheets, Windows, Power Point. Take over HEAT calls; Customers requiring assistance above
the agent level. Director of department activities; plan monthly calendars with events; fun days, raffles,
potlucks; games.
Home Health Care Aide
Cartwright Home Health-Stafford, TX
February 2016 to May 2020
Home Health Aide; Responsible for helping patients maintain their personal health and hygiene in their
own living spaces. Prepare meals, shop for groceries, groom the patient and organizing basic logistics
such as ensuring their bills are paid and medical appointments are met. Record and report daily medical
findings/status of patient. Assist with daily functions, such as dressing and bathing.
Customer Service Representative
Alorica-Sam's and Advance Auto Parts-Houston, TX
April 2017 to February 2018
Resolution specialist with inbound calls and online chat forum.. Received and processed orders, payments
and issued refunds. Assisted customers with placing orders and tracking lost items.
Assistant Manager
NC Furniture Store-New Caney, TX
November 2015 to June 2016
Execute daily operations of store; created and maintained sales spreadsheets. Inventory management
and pricing; obtain/process credit applications. Marketing the company on social media; highlighting sale
items, promoting events to generate customer traffic. Supervised employees on floor and delivery teams.
Confirm dates and pick up schedules for deliveries. Was instrumental in creating a thriving resale division
by utilizing social media platforms. Conducted interviews for potential employees.
Senior Booking Agent
Royal Crown Travel-Kingwood, TX
October 2014 to November 2015
Schedule appointments/reservations; track call logs, hold daily TEAM meetings. Create employee work
schedule; Perform general office duties; answering phones, confirming appointments, record retention.
Maintaining credit and collection reports, mailing monthly statements to clients. Handle Inbound/
outbound calls as well as taking over heat calls that require attention beyond customer service agent.
Implemented job interview screening requirements/questions for potential new employees.
Education
Associate's degree in Business Management
Tarleton State University - Killeen, TX
January 1998 to January 2000
Skills
• QA/QC (1 year)
• Organizational skills
• Spanish
• Supervising experience (3 years)
• Telemarketing (1 year)
• Zendesk
• multi-tasking (10+ years)
• Microsoft SQL Server
• TEAMS (5 years)
• Help Desk
• Microsoft Outlook
• Salesforce
• Magento
• Content Creation
• Project Management
• B2B Sales
• Outlook 360 (2 years)
• Customer service
• Communication skills
• Microsoft Excel (2 years)
• Email Marketing
• Typing
• Microsoft Powerpoint (2 years)
• English
• Outbound Sales
• E-Commerce
• Logistics
• Route Driving
• Live Chat
• Quality Assurance
• Resolution specialist (2 years)
• Cold Calling
Certifications and Licenses
CPR Certification
Driver's License
May 2020 to May 2028
JI-RPS-State Certified Peer Support Specialist
August 2024 to August 2026
Additional Information
Community advocacy work with non-profit organizations; (Walking by Faith Prison Ministry; Pam's Way
Kitchen; Lighthouse Church; Survivor's Speaks for Justice), to assist with the unhoused population,
reentry, and the effort to stop recidivism since 2018. Speaking to the incarcerated in jails and
prisons, providing meals to the unhoused, working with crime survivors to heal from lived trauma and
addressing the House in Austin, meeting with Congress to address these issues.
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