Customer Service Professional with Research Experience

VERONICA OCHOA

575-***-**** **************@*****.*** Alto Rey Ave Apt 504 El Paso, TX 79912

Bilingual and highly motivated customer service professional with over five years of experience. Skilled with communicating accurate and helpful information, and ensuring a respectful and professional tone with every interaction. Strong attention to detail, organizational skills, and proficiency in Microsoft Office applications. Demonstrated ability to work under pressure, maintain confidentiality, and adapt to sensitive or high-stakes topics, including public safety and client concerns. Committed to continuous growth with a strong interest in opportunities for advancement.

AREAS OF EXPERTISE

● Strong customer interaction ability with patience, professionalism, and empathy.

● Adaptable under pressure with the ability to remain calm and focused during difficult or emotionally difficult situations.

● Demonstrated ability to follow scripts, procedures, and compliance standards with accuracy and attention to detail.

● Highly organized with the ability to manage multiple tasks and shift priorities.

● Strong phone etiquette and listening skills that ensure clarity, understanding, and professional resolution of client concerns.

● Strong commitment to career advancement and long-term growth within customer service. KEY SKILLS

PROFESSIONAL EXPERIENCE

Survey Taker May 2025 - Present

Competitive Edge Research – El Paso, TX

● Conduct accurate surveys, capturing political opinions to support data-driven decisions for campaigns and research organizations.

● Engage with voters respectfully to ensure clear communication and boost participation in civic and community-related matters.

● Maintain highest completion rate on team by consistently meeting daily and weekly call volume performance targets.

● Rehired after previous success in 2024 due to strong work ethic, reliability, and consistent performance metrics.

● Apply listening skills to remain neutral and professional, preserving caller trust and integrity of every survey session. Stocker Mar 2024 - Apr 2025

Walmart – El Paso, TX

● Restocked merchandise efficiently to ensure shelves remained full, organized, and accessible for customers throughout each shift.

● Managed inventory placement and labeled goods properly to prevent confusion and improve speed of product location by staff.

● Helped reduce stock errors by assisting managers with cycle counts and accurate product reconciliation from backroom systems.

● Supported team in reorganizing overstocked items, improving warehouse space usage and faster product turnaround for store displays.

● Maintained department appearance by following visual standards, promoting better customer shopping experiences and fewer misplaced items.

Customer Service Representative Dec 2020 - Jan 2024 Alorica – El Paso, TX

● Delivered excellent service to customers of a major bank by resolving inquiries regarding accounts, billing, and transactions.

● Processed secure credit card applications while meeting strict compliance and accuracy requirements for financial institution procedures.

● Achieved high customer satisfaction scores by addressing concerns quickly, reducing call escalations, and promoting positive client outcomes.

● Assisted in training new hires by modeling effective communication, troubleshooting techniques, and standard call handling protocols.

● Maintained calm, courteous tone during high-pressure calls, helping to retain customer loyalty and protect client relationships. EDUCATION

Medical Assisting Certificate 2012 - 2013

International Business College, El Paso, TX

High School Diploma 2005 - 2009

Coronado High School, El Paso, TX

REFERENCES

Available Upon Request.

● Bilingual Communication

● Customer Service

● Microsoft Excel

● Microsoft Word

● Computer Literacy

● Phone Etiquette

● Call Handling

● Empathetic Communication

● Organizational Skills

● Task Prioritization

● Critical Thinking

● Information Retrieval

● Policy Compliance

● Time Management

● Data Entry

● Active Listening

● Conflict Resolution

● Team Collaboration

● Workplace Professionalism

● Problem Solving

● Detail Oriented

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