Call Center Representative
Resume:
Gladys de la Rocha
Duarte, CA
************@*****.***
Work Experience:
Contact Center Representative I (CCR)
Wescom Credit Union
Feb. 2020 - July 2021
Answered incoming members’ calls in a timely manner, in a high call volume, fast-paced call center. Verified all members’ identity by asking pertinent questions. Opened subsequent accounts over the telephone, ran CHEXSystems to verify social security numbers and state of residency, sent out members’ requests and issued replacement debit and credit card requests using proprietary applications. Processed debit and credit card transactions, including payments, fraud and dispute claims requests. Ordered checks for members and assisted with resetting online banking passwords. Transferred funds between accounts, to and from other members’ accounts and made direct transfers to other financial institutions for payments. Assisted members with all inquiries and requests. Network Services Technician/FACS Administrator
AT&T, Inc.
February 2000 - July 2019
Answered incoming customer calls in a high call volume, fast-paced call center. Answered online chats from customers and intracompany employees to assist with payments, billing, installation orders and repair tickets while using proprietary applications. Assisted installation and maintenance technicians in the field via incoming calls and online chats with all installation order and repair ticket modifications and all inquiries and requests.
Customer Service Representative
AT&T, Inc.
April 1997 - February 2000
Answered incoming customer calls in a high call volume, fast-paced call center. Placed installation and repair orders for customers while recommending products and services offered by AT&T that may be of use to them while using proprietary applications. Ran a soft credit check before connecting new telephone services for each new customer, assisted customers with transferring their telephone services to a new residence, assisted all customers with billing, repair and installation inquiries, and typed notes in each customer's account during every call. Updated each customer's personal information in the database, as needed.
Education:
Azusa Adult Education Center, Azusa, CA
Pharmacy Technician Certificate
California State University, Los Angeles,CA
Incomplete
St. Pius X - St. Matthias Academy, Downey, CA
Graduated
Skills:
Type 46 WPM
Data Entry
Microsoft Office Suite
Google Workspace
Speak, read and write Spanish
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