Customer Service Call Center

Francisco Narvaez -Vega

***********@******.*** • 407-***-**** • 11742 Kennington Ct., Orlando, FL 32824

SUMMARY

I am friendly, loyal and clearly dedicated individual who has an ambition to succeed in each environment. I am seeking a position where I can develop and excel while giving my best to an employer.

EXPERIENCE

Symphony Placements, Bilingual Customer Service (Client: Maximus)

May 2024 - Feb 2025

•Answered inbound phone calls to provide information and assistance regarding health care insurance options, achieving a high provider satisfaction rate.

•Resolved customer complaints in a timely and professional manner. Maintained accurate records of customer interactions, orders, and account details.

•Utilized multiple database applications to efficiently resolve issues, contributing to a customer satisfaction improvement in first call resolution rate.

Spectrum. Call Center Sales Outbound Representative (Bilingual Spanish)

Jun 2023 - Nov 2023

•Consistently achieved monthly sales quotas by adding new lines of service, resulting increase in sales revenue.

•Acted as a product consultant, promoting and recommending Spectrum products, leading to improvement in customer satisfaction.

•Utilized multiple database applications to update customer and account information, enhancing data accuracy and efficiency.

Beacon Hills Staffing, Housing Specialist, Customer Service (Client: Nan McKay International)

Aug 2022 - Present

•Responded accurately and professionally to customer inquiries, utilizing all available resources and program knowledge, resulting in a significant improvement in first call resolution rate.

•Identified and escalated unresolved inquiries to management, ensuring timely and effective resolution of priority issues.

•Performed data entry into SharePoint and PHA business system, maintaining accurate records and enhancing data accuracy and efficiency.

Wyndham Destinations, Owner Care

Oct 2019 - Jul 2021

•Spearheaded special projects to enhance company processes and member experiences, identifying root causes and providing education, resulting in improved customer satisfaction.

•Protected the Wyndham brand by adhering to company policies and the Count on Me service philosophy, preventing further escalation of concerns.

•Evaluated and provided appropriate compensation, ensuring timely and accurate resolution and reporting of issues, contributing to an increase in first call resolution rate.

Centene, Bilingual Customer Service Representative

Jun 2018 - Jun 2019

•Responded to telephone inquiries from members and providers, utilizing current reference materials and resources, resulting in high first call resolution rate.

•Assisted members with website registration and navigation, improving user experience and satisfaction.

•Documented all activities for quality and metrics reporting through the CRM application, ensuring accurate and timely follow-up.

Wyndham Vacations Ownership, Bilingual Spanish Reservations

May 2017 - May 2018

•Delivered excellent customer service in a call center environment, assisting owners with vacation planning, resulting in increased customer satisfaction rates by providing excellent personalized service.

•Met monthly goals by providing high-quality service, contributing to new business development and achieving an increase in reservations.

•Handled inbound calls from English and Spanish-speaking customers, evaluating financial inquiries and processing payments, improving first call resolution.

Hilton Grand Vacations Club, Club Counselor

May 2015 - May 2017

•Answered inbound telephone calls from members and owners, effectively resolving inquiries and educating members on program options, resulting in a high first call resolution rate.

•Confirmed reservations at resorts and affiliates, providing comprehensive information about the resort, unit amenities, and mandatory alerts, enhancing customer satisfaction.

•Utilized multiple software applications to transact maintenance fee payments, loan payments, and payoffs, ensuring accurate and timely processing, contributing to improved efficiency.

EDUCATION

Lino Padron Rivera High School General Course

SKILLS

Conflict Resolution • Organization Skills • Customer Service • Customer Relationship Management (CRM) • Telecommunications • Spanish • Data Entry • Troubleshooting • Problem Solving • Active Listening

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