Customer Service Representative
Resume:
Maricela Cantu
McAllen, TX *****
***************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Solutions Specialist
Spectrum Communications-Pharr, TX
March 2025 to July 2025
• Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
• Collaborated with cross-functional teams to resolve complex customer issues and escalations
• Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
• Identified trends in customer feedback and made recommendations for process improvements to enhance the customer experience
• Proactively reached out to customers who had unresolved issues or expressed dissatisfaction to ensure their concerns were addressed satisfactorily
Customer Service Representative
Quirch Foods-McAllen, TX
October 2023 to November 2024
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
Fraud Specialist
ACT Technologies-Harlingen, TX
November 2021 to April 2022
• Provided exceptional customer service and support to ensure customer satisfaction
• Maintained a high level of product knowledge to effectively assist customers with their needs
• Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
• Maintained accurate records of all customer interactions and transactions using CRM software
• Demonstrated empathy and patience when dealing with upset or frustrated customers, de-escalating tense situations and finding satisfactory resolutions Customer Service Representative
TTEC-McAllen, TX
December 2019 to June 2021
• Built rapport with customers through active listening, empathy, and personalized interactions
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Sales
IBC Bank-McAllen, TX
December 2018 to September 2019
• Developed and maintained strong relationships with clients, resulting in an XX% increase in client retention
• Successfully closed XX mortgage loans totaling $XX million in loan volume
• Provided comprehensive financial planning services to clients, including retirement planning, investment strategies, and risk management
• Achieved sales targets by cross-selling banking products such as savings accounts, credit cards, and insurance policies
• Assisted clients with account opening procedures, ensuring compliance with regulatory requirements
• Performed daily cash management activities such as deposits, withdrawals, and fund transfers for individual and business customers
Machine Operator/Assembler
USG Corp-Pasadema, Texas
August 2018 to October 2018
• Performed routine inspections on machines to ensure proper functioning and made necessary adjustments or repairs as needed
• Monitored machine operations during production to detect any issues or malfunctions and took corrective actions promptly
• Maintained accurate records of production output, downtime, and quality control checks
• Implemented safety protocols and followed all company policies to maintain a safe working environment Customer Service Representative
Teleperformance USA-Edinburg, TX
January 2018 to March 2018
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
CSR - Customer Service Representative
TTEC-McAllen, TX
August 2016 to January 2018
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
Education
High school diploma
Nikki Rowe High School-McAllen, TX
August 2012 to June 2015
Skills
• Property management
• Cash Handling
• Financial concepts
• Marketing
• Data entry (5 years)
• Typing
• Clinic experience
• Accounts payable
• AS400
• Analytics
• Negotiation
• IT
• Salesforce
• Telecommunication
• Office experience
• Intake
• Sales
• Troubleshooting
• Technical Support
• Account analysis
• Accounting support
• Inside sales
• Outbound sales
• Leadership
• Windows
• Customer retention
• Military
• Team development
• Microsoft Powerpoint
• Professional development support
• Teamwork
• Coachability (6 years)
• Logistics
• Needs-based selling
• Order Entry
• Accounting software
• Sales presentations
• Bilingual (10+ years)
• Payroll
• Instructional hands-on activities
• Technical support
• 10 key typing
• Technical Proficiency
• Sports
• Supervising experience
• Call center
• Digital marketing
• Appointment scheduling
• Computer science
• Phone communication
• Accounting
• Mentoring
• Retail math
• Order entry
• Accounts receivable
• Inventory management
• Analysis skills
• Customer relationship management
• Upselling
• Communication Skills
• Hands-on training
• Google Workspace
• Computer Skills
• Writing skills
• Microsoft Excel (2 years)
• Operating Systems
• Accounts payable and receivable management
• Working with people with disabilities
• Microsoft Word
• Live Chat
• Employment & labor law
• Customer payment analysis report
• Sales support
• Bank reconciliation data entry
• Computer Operation
• Outbound calling
• Computer Networking
• General ledger data entry
• Operating systems
• Software troubleshooting
• Productivity software
• Attention to detail
• Freight
• Document management systems (3 years)
• Insurance sales (1 year)
• Value-based selling
• Hospitality
• Solar energy
• Computer literacy
• Front desk
• Medical records
• Slack
• General ledger reconciliation
• Property leasing
• Customer service
• Budgeting
• Territory management
• Spanish (10+ years)
• Governmental accounting
• Sales strategy
• English
• Help Desk
• Filing
• Account Management
• Customer Service
• Direct sales
• Financial sales
• Retail buying
• Cold Calling
• Forecasting
• Office Administration
• Product demos
• Retail management
• Social media management
• Customer training
• Aged receivables report
• Manual handling
• General ledger accounting
• CRM software
• Help desk
• On-the-job training (training delivery method)
• IT support
• Solution selling approach
• HIPAA
• Closing sales
• Cash handling
• Microsoft Outlook
• Schematics
• Phone Etiquette
• Event marketing
• Pricing
• Transportation management systems
• Computer skills
• Active Directory
• Event planning
• Organizational skills
• Banking
• Communication skills
• Account management
• Public speaking
• Mac OS
Languages
• English - Expert
• Spanish - Fluent
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