Customer Service Call Center

Sandra Gaytan

**** ********** **. *** ***

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

Ph: 332-***-****

Professional Summary

Accomplished and energetic customer service representative with a solid history of

achievement in all types of customer service. Motivated leader with strong organizational and

prioritization abilities. Areas of expertise include phones, quality assurance and collections.

Seasoned customer service with more than 20 years of experience in fast-paced call center

environments. Excellent listening and collections skills.

Skills

Clerical-able to use all

computer programs

Customer and Personal Service-friendly

and outgoing

Active Listening Service Orientation

Speaking English and Spanish

Customer support for viewers needing assistance with devices or billing. Ensuring viewers

have elected correct bundles and also troubleshoot if needed.

Keep records of customer interactions or transactions, recording details of

inquiries, complaints, or comments, as well as actions taken. Over 30 yrs in customer servicel

Check to ensure that appropriate changes were made to resolve customers' problems.

Experience

Hulu-Jan 2018-June 2025

Answer customers' questions and provide information on procedures or accounts. Tech

Service and issued credit or refunds per Hulu allowances. Ensured all devices were working

And also offered upsell services of Disney. Worked on both calls and chats for Hulu.

Dispatch Disol

Jan 2016 - Sep 2017 Lytle, Tx

Set operations policies and standards, including determining safety procedures for

the handling of dangerous goods.

Plan, organize, or manage the work of subordinate staff to ensure that the work is

accomplished in a manner consistent with organizational requirements. Conduct

investigations in cooperation with government agencies to determine causes of

transportation accidents and to improve safety procedures.

Negotiate and authorize contracts with equipment and materials suppliers, and

monitor contract fulfillment.

Collaborate with other managers or staff members to formulate and implement

policies, procedures, goals, or objectives.

Direct investigations to verify and resolve customer or shipper complaints.

Mar 2016 - Oct 2016

San Antonio, Tx

Confer with customers by telephone or in person to provide information about products or

services, take or enter orders, cancel accounts, or obtain details of complaints. Keep

records of customer interactions or transactions, recording details of inquiries,

complaints, or comments, as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers' problems.

Determine charges for services requested, collect deposits or payments, or arrange

for billing.

Contact customers to respond to inquiries or to notify them of claim investigation

results or any planned adjustments.

Payment services

Time warner cable

Sep 2014 - May

2015 San Antonio, Texas

• Researched accounts with potential prior debt and communicate with potentially fraudulent

or prior debt customers via phone

• Took action based on transaction characteristics as appropriate and

necessary • Managed risk and fraud records on case management system

• Maintained thorough and current knowledge of all federal, state and local regulations as

well as internal policies

Collections

Chase bank services

Jan 2010 - Jul 2013

San Antonio, Texas

• Interacted with card members in accordance with company policies and guidelines while

working in a fast-paced call center environment, handling outbound and inbound calls to

offer payment solutions and educate our customers on the importance of good credit. •

Handled interactions with Chase credit card clients in attempting to resolve delinquency and

directly impacting the risk of loss to the bank.

• Acted as credit counselor by offering solutions based on card members' individual needs

with the goal of negotiating immediate payments and/or promises to pay with specified

payment dates and amounts.

• Maintained good customer relations while collecting on delinquent balances and

negotiating solutions that are mutually beneficial to the cardholder and Chase.

• Found additional contact information to locate customers.

• Gained an understanding of consumer credit laws, bankruptcy, outside vendors/agents

and foreclosure laws.

• Worked with other internal departments such as legal, bankruptcy, and settlement,

partnering with them to enable debt repayment.

Customer service

Accenture

Nov 2007 - Dec

2009 San Antonio, Tx

• Received inbound calls from Spanish and/or English speaking customers as initial point of

contact to answer questions related to Utility Gas Emergency Leak Calls. • Helped customers by

answering their inquiry, providing direction related to the issue, advising the customer of

appropriate actions, issuance of a service order to the utility company and contacting utility

company dispatch for service order processing.

• Completed tasks or high-level transactions which occasionally required detailed instructions

and predefined procedures.

• Escalated issues and sought advice when faced with non-standard issues/problems. •

Processed general correspondence that comes from customers to the utility company in the

form of white mail, email and fax transmissions.

Education:

Bachelor of Science: English University of

Phoenix

Associate of Arts: Criminology University of

Phoenix Stadium Associates of criminology

High School Diploma: Basics Father Yermo

Schools

High school diploma

Dec 2019

Phoenix, AZ

May 2018 Glendale, AZ

May 1987 El Paso, TX

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