Customer Service Specialist with Call Center Focus
Resume:
Joy Cerda
**** ******* ***** ***** #****
Austin, Texas 78747
Cell: 737-***-****
*********@*****.***
Summary:
● Joy holds 10+ years of experience working in a Customer Service role with a call center background.
● Experienced Customer Service Representative with over 5 years in fast-paced call center environments, managing 150–200+ inbound and outbound calls daily.
● Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities.
● Proactively reached out to potential and existing customers to provide information, follow up on inquiries, or conduct surveys, ensuring customer records are accurately updated with call details and outcomes.
● Proficient in CRM systems and MS Suite (Word, Excel, PowerPoint), with strong attention to detail in documenting customer interactions and processing service requests.
● Strong multitasking skills with 48 WPM typing speed, contributing to efficient call handling, accurate data entry, and timely resolution of customer issues.
● Answered inbound calls, chats, and emails to facilitate customer service. Education:
● High School Diploma
● Johnston High School Graduated 1980
Work Experience:
Disabled Veterans Solutions March 2024 - November 2025 Customer Service Representative - remote
● Answered incoming calls scheduling appts on backgrounds checks
● Provided status of background results
● Handled high-volume inbound calls with professionalism and empathy, assisting callers in scheduling appointments for background checks and credentialing services.
● Maintained accurate and detailed records of customer interactions and updates in internal systems (CRM/databases).
● Ensured sensitive data was handled in compliance with privacy and security protocols.
● Resolved escalated issues or concerns related to delays, missing documents, or incorrect records by coordinating with internal departments.
● Met daily performance targets including call handling time, customer satisfaction, and first-contact resolution.
● Provided timely updates and status checks on background investigation progress and documentation processing.
● Explained procedures on status of immigration, license to carry, providers license renewals
TLC & Associates Dec 2023 - February 2024
Customer Service Representative - remote
● Answer inbound calls assisting members with awarded allowance benefits approved by their insurance carrier.
● Helped members activate their benefit card entering 16-digit number and expiration date into system
● Submitted groceries and over the counter orders thru the Nations benefit store for delivery.
● Assisted members registering with the Nations Benefits Portal.
● Collaborated with cross-functional teams to gather requirements and develop solutions that meet business needs
● Handled over 100+ calls daily, addressing customer concerns and offering tailored solutions.
● Promptly and courteously answer incoming calls from customers, addressing their inquiries and providing accurate information about products or services.
● Initiate calls to potential or existing customers to provide information, follow up on inquiries, or conduct surveys, and ensure customer records are updated with call details and outcomes.
● Ordered replacement benefit cards when needed, checked status on orders by tracking numbers listed.
Department of Veterans Affairs February 2023 - November 2023 Customer Service Representative – remote
● Respond to inbound calls on client's needs as a Vendor.
● Properly escalate unresolved queries to the next level of support.
● Answer customer questions and provide information about products, services, and policies via phone, email, chat, or in-person.
● Logged call details and outcomes in CRM/database systems, ensuring accurate documentation for tracking and auditing purposes.
● Logged call details and outcomes in CRM/database systems, ensuring accurate documentation for tracking and auditing purposes.
● Collaborated with internal departments to research discrepancies and expedite claim resolutions or payment inquiries.
● Handle customer complaints and work to resolve them efficiently and effectively, ensuring customer satisfaction.
● Walk customers through problem solving issues.
● Update customers' data when needed.
● Entering data into SAP
City of Austin, Austin Public Health Mar 2022 - February 2023 Customer Service Agent – remote
● Answered 80+ inbound calls from citizens who were requesting assistance with registering for the COVID-19 vaccine. Created citizen accounts in Salesforce.
● Met metrics which were 2-minute hold time, 15 seconds in between calls, and 2 rings to pick up calls.
● Gave the names of the types of COVID-19 vaccines available.
● Assisted callers with technical issues related to online registration and appointment portals.
● Maintained a professional attitude while providing service to customers.
● Provided information on COVID-19 vaccines.
● Explained guidelines on quarantine, isolation, and travel guidance.
● Assisted callers with questions on ID/DDS.
● Informed callers of V-safe, a tool that used text messaging and web surveys in personalized health check-ins for anyone who received the vaccines.
● Provided DSHS website on lost CDC cards.
● Received training on HIPPA
Travis County Domestic Relations September 2008 - January 2021 Customer Service /Office Assistant
● Conducted phone interviews with potential clients.
● Gathered and organized client information and documents needed for initial Guardian ad Litem consultation.
● Recorded the client's needs and relayed to Guardian ad Litem.
● Created client electronic and physical files.
● Responsible for filing pleadings and motions with court Maintains client list.
● Handled incoming client calls and emails.
● Office administrative projects as assigned.
● Scheduled appointments with clients.
● Prepared motions filing with the Court Orders Police and CPS records.
● Data Entry processing court orders, client service applications.
● Interpreted and assisted Spanish speakers with our services and fees.
● Interpreted policies/procedures for clients.
● Orientation for new clients.
● Covered call center/front desk when needed.
● Ordered and maintained office supplies and equipment.
● Data entry skills
● Accounts Payable processing invoices for payment Technical Skills:
● Microsoft 365 Office Suite
● Salesforce
● SAP
● Adobe Acrobat
● CRM
● Ivaya
● Teams
● Zoom
● Chat box
● Case management
● Navigating multiple platforms
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