Customer Service Call Center

Patria N. Guerrero

*** ******** ** *** *, West Roxbury, Ma 02132

Te. 617-***-**** Email: *****************@*****.***

Test Results by Randstad

USA Call Center Telephone Etiquette: 90%

Call Center Customer Service: 95%

Spelling/Grammar: 90%

Data Entry: 5699 ksph 100% accuracy Typing: 37 wpm

Bilingual Spanish-English: 92%

Professional Summary

●Dedicated professional with over 11 years of experience in a customer service environment

●Bilingual in Spanish and English

●Served in a fast-paced, high-volume call center ensuring customers receive superior service based on needs and requirements as a Customer Service Representative

●Conducted proactive consultative needs analysis for new and existing customers, developing product solutions which met the needs of each customer at Great Virtualworks

●Proved multitasking skills with the ability to handle multiple mediums of communication simultaneously including, phone, email and chat while working in a fast-paced environment at Alorica

●Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions as an Inbound Sales Representative

●Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention as an Inbound Sales Representative

Freelance experience 1998-Current

Computer installation, maintenance and troubleshooting. Experience in Windows and other OS. Some experience in Networking. Experience in software support. Peripheral installation and support. Virus removal, hardware installation and repair, Data recovery and more.

Ashtar Car Services

8/2023 - Current

Served as a Livery driver transporting passengers by providing rides locally and inter-state rides, as well as to and from the airport.

Automated Health Systems

1/2023 - 6/2023

Benefits specialist remote

Communicated with members about their benefits, providing information and educating members using various softwares to retrieve information.

Gopuff

Delivery Driver South Boston

01/2018- 03/2022

Served as a delivery driver, delivering snacks, groceries and first necessity items. Interacted with customers during deliveries and informed management and warehouse staff about customer’s concerns.

Propio

Medical and general Interpreter

01/201*-**-****

●Acted as a communications liaison for customers needing translations for transactions

●Used superb listening skills to translate two separate parties’ communications for transactions and inquires

●Handled a high volume of customer service calls in a fast-paced call center environment

Great Virtualworks USA

Inbound Sales Representative Remote

08/15 – 05/17

●Answered a high volume of incoming sales calls

●Communicated accurate information about promotions, customer programs, and products, providing exceptional customer service and driving retention

●Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions

●Provided customers with product information, leading to sales for both English and Spanish customers as needed

●Identified consumer need while delivering an appropriate resolution to maintain consumer loyalty

●Conducted proactive consultative needs analysis for new and existing customers, developing product solutions that met the needs of each customer

Alorica

Customer Service Representative Santo Domingo, Dominican Republic

12/13 – 03/15

●Answered a high volume of inbound customer calls and assisted with any problems or questions they may have about their Verizon account

●Handled requests about billing, installation, additions, and cancellations

●Provide product and service overviews to potential and current customers

●Proved multitasking skills with the ability to handle multiple mediums of communication simultaneously including, phone, email, and chat while working in a fast-paced environment

●Enter and update existing customer demographic information into the computer system

●Assured customer satisfaction with one-call resolution

Language Line

Interpreter Santo Domingo, Dominican Republic

12/11 – 11/13

●Acted as a communications liaison for customers needing translations for transactions

●Used superb listening skills to translate two separate parties’ communications for transactions and inquires

●Handled a high volume of customer service calls in a fast-paced call center environment

ACS (Boost Mobile)

Customer Service Representative Santo Domingo, Dominican Republic

03/11 -08/11

●Handled customer service calls in an inbound call center environment

●Used excellent listening skills to assess specific customer needs

●Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly

●Remained up-to-date on latest technologies and solutions applicable to company products to provide the best support to end-users

Stream Global Services

Customer Service/Technical Support Agent Santo Domingo, Dominican Republic

12/10 – 01/11

●Answered customer inquiries about Dish Network products and services

●Handled requests regarding billing, installation, additions, and cancellations

●Troubleshoot equip ment issues and sent to advanced technicians if required

●Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions

PlumChoice

Verizon Technical Support Billerica, Ma

01/09 – 09/10

●Used excellent customer service skills to answer caller requests timely, effectively, and efficiently

●Troubleshoot customer issues regarding equipment and services

●Scheduled technical support consultations as needed

●Educated customers about billing, payment processing, and support policies and procedures

●Addressed and resolved customer product complaints empathetically and professionally

●Provide product and service overviews to potential and current customers

Comcast

Customer Service Representative and tech support Malden, Ma

03/08 – 11/09

●Responsible for performing tasks such as password resets, account analysis for upselling, credit runs, and account authorizations

●Educated customers about billing, payment processing, and support policies and procedures

●Entered and updated existing customer demographic information into the computer system

●Processed customer’s payments and maintained an accurate ledger of revenue

●Troubleshoot video and internet issues

●Schedule Technical visits as needed

Royal Administration

Customer Service Representative Hanover, Ma

09/07 – 03/08

●Served in a fast-paced, high-volume call center ensuring customers receive superior service based on needs and requirements

●Assisted customers in submitting and processing claims

●Followed up with and finalized submitted claims

E-kit/Telestial

Customer Service and technical support

2005-2006 South Boston, Ma

Answered customers calls about international phones national and foreign, helped customers configure phones abroad, manage customers accounts, helped troubleshoot technical issues with customers phones. Process orders of phone and service packages. Guided customers through international phones first use, in a professional manner and showing technical expertise by having one call resolution.

Boston Financial

E*Trade Cash Processor and QC assistant Quincy, Ma

2001-2002

Process Customers applications by removing physical checks and creating vouchers matching the payments.

Assisted in the quality control department as needed.

International Auto Service

Administrative Assistant and Customer Service Rep. Roxbury, MA

1998-2001

Interacted with customers by receiving vehicles and taking work orders, billing, bookKeeping,shipping and receiving, ordering parts and keeping inventory,P payroll, supervised, and assisting a team of 7 employees. Called customers with estimates and to notify them when vehicles were ready, and took payments. Assisted mechanics by providing ALLDATA documentation to proceed with repairs. Keep records up to date and organized.

Education

Coursera

Technical support fundamentals Google certificate

Ashford University 2012-2014

Some College work completed

Josephine Lee School 2003

G.E.D

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