Customer Service Representative
Resume:
Crystal Olguin
San Antonio, TX *****
*.**********@*****.***
Professional Summary
Resourceful customer service professional with 15+ years of experience in enhancing customer satisfaction and driving engagement across various industries. Proven track record in managing high call volumes, achieving a 95% satisfaction rate, and implementing process improvements that boosted team efficiency by 15%. Skilled in account management, upselling, and utilizing CRM software to deliver exceptional service. Bilingual communicator dedicated to fostering positive customer relationships and team collaboration.
Willing to relocate: Anywhere
Work Experience
Customer Service Associate
Conns-San Antonio, TX
February 2024 to March 2025
• Provided exceptional customer service by addressing company inquiries, resolving complaints, and ensuring they are current and customer satisfaction is met.
• Ability to demonstrate customer engagement soft skills
• Ability to demonstrate internet-based, multi-screen computer navigation with ease.
• Managed accounts, resulting in a 40% increase in follower engagement to determine a resolution resulting 90% of daily calls
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product.
• Excellent verbal communication skills (vocabulary and articulation). Ability to express assurance/ confidence and empathy.
Customer Service Representative
Alorica-San Antonio, TX
October 2022 to August 2023
• Handled an average of 50 calls a night workday, consistently meeting and exceeding quality and efficiency meeting monthly metrics
• Proficient in platforms such as Zoom emails to see real time documents to assist the caller and able to communicate with customers across a variety of channels
• Using a keyboard and mouse effectively, Navigating an operating system, Using word processing software, Browsing the internet, and Managing files and folders proficient in, such as Excel, PowerPoint
• Maintained a deep knowledge of company software, enabling the provision of accurate and timely information to customers
• Proactively identified opportunities for process improvements, resulting in a 15% increase is teams efficiency
• Received an extra days off during the week 3 times for outstanding performance and customer service in 3 months consecutive
Customer Service Representative
Spectum-San Antonio, TX
February 2022 to July 2022
• close deals, and build customer relationships, emphasizing using soft skills and experience in sales and customer service. Focus on monthly metrics such as my daily call volume
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Meets established objectives relative to monthly sales goals and increased sales volume and penetration through assigned leads and assigned property portfolio. Customer Service Representative
Kohl's-San Antonio, TX
February 2011 to December 2021
• Assisted 60+ customers daily with inquiries, purchases and problem solution maintaining a 95% satisfactory rate on a call
• Managed scheduling and data entry tasks to support the team and overall my productivity and workflow, be consistency 15% overall with monthly metrics
• Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells
• Helped with Inbound and Outbound calls to maximize every concern that they had.
• Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells
• Trained 3 new employees in customer service script recitation, conflict resolution, and data entry practices
Production Worker
CiCi's Pizza-San Antonio, TX
August 2021 to October 2021
• Greeted customers and handled 50+ customer interactions per day in person, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction they would return
• collected up plates to take to kitchen
• Proficient with both coworkers and customer service, cash handling
• Bilingual assisted and required when needed
Customer Service Representative
Convergys-Brownsville, TX
March 2005 to March 2010
• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Managed customer accounts
• Handled billing issues and order inquiries
Education
Diploma
Simon Rivera High School-Brownsville, TX
August 1995 to June 2002
Skills
• Salesforce
• Fluent bilingual (10+ years)
• Time management (10+ years)
• Sales (2 years)
• Communication skills
• Upselling (7 years)
• Computer Operation
• Account Management
• English
• Fluent
• CRM software (5 years)
• Phone etiquette
• Customer Service
• Cold Calling
• Basic math
• POS
• Spanish
Certifications and Licenses
Driver's License
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