Customer Service

Kathleen Vilchis

*******@*******.*** 469-***-**** Dallas, TX

https://www.linkedin.com/in/kathleen-vilchis-215781140/

Professional Summary

Customer-focused professional with over 25 years of experience delivering high-quality service in fast-paced, high-volume environments. Skilled in handling complex customer inquiries, resolving issues with empathy and efficiency, and maintaining a calm, professional demeanor under pressure. Proficient in CRM systems, technical troubleshooting, and building rapport with diverse customers. Committed to providing exceptional experiences that drive customer satisfaction and loyalty.

Work Experience

Sutherland – Customer Service Representative (Seasonal)

Dallas, TX Oct 2024 – Mar 2025

- Handled inquiries related to billing, services, and account status with clarity and professionalism.

- Resolved technical issues by guiding customers through step-by-step troubleshooting processes.

- Maintained detailed customer records in CRM, consistently exceeding KPIs for call time and satisfaction.

Williams Sonoma – Customer Service Representative (Seasonal)

Dallas, TX Sep 2023 – Dec 2023

- Provided support for order tracking, returns, and product issues with a focus on customer satisfaction.

- De-escalated conflicts and delivered personalized service through active listening and empathy.

- Used CRM tools to track interactions and streamline problem resolution.

Adecco – Outreach Agent (Seasonal)

Dallas, TX Mar 2022 – Mar 2023

- Conducted outbound calls to medical providers to retrieve sensitive records while maintaining HIPAA compliance.

- Logged detailed notes in the system to ensure accurate documentation and follow-up.

- Regularly surpassed call volume and quality goals by delivering efficient and respectful outreach.

Hilltop Holdings – Corporate Receptionist

Dallas, TX Jul 2017 – Feb 2020

- Managed front desk operations, greeting clients and directing inquiries professionally.

- Scheduled meetings, managed conference rooms, and assisted with internal events.

- Supported administrative tasks to ensure smooth day-to-day office operations.

Education

Skyline Career Development Center – High School Diploma

Dallas, TX May 1991

Brookhaven Community College – Business Computer Programming (Coursework)

Dallas, TX

Skills

Customer Service: Empathy, Patience, Conflict Resolution, Communication, De-escalation

Technical: CRM Software, Data Entry, Technical Support, Digital Literacy

Soft Skills: Time Management, Adaptability, Team Collaboration, Attention to Detail, Emotional Intelligence

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