Professional Summary
Empathetic and efficient Customer Service Representative with 5 years of experience in high-volume call centers and omnichannel support. Consistently maintains a high Customer Satisfaction (CSAT) score while exceeding daily ticket resolution quotas. Fluent in English and Spanish, and highly proficient in Zendesk and Salesforce.
Work Experience
Senior Customer Support Specialist
Global Retail Solutions, Austin, TX | 2020 - Present
- Resolve an average of 60+ inbound customer inquiries daily via phone, email, and live chat.
- De-escalate angry customers and resolve complex billing disputes, maintaining an exceptionally high retention rate for at-risk accounts.
- Created and updated 15+ articles for the internal knowledge base, reducing onboarding time for new hires.
- Recognized as "Employee of the Month" twice in 2023 for highest First Contact Resolution (FCR) rate (85%).
Customer Service Associate
TeleComm Services, Austin, TX | 2018 - 2020
- Handled tier-1 technical support and billing inquiries for mobile subscribers.
- Upsold premium cable and internet packages, generating $5,000+ in additional monthly recurring revenue.
Education
Associate of Arts in Communication
Austin Community College | 2016 - 2018
Skills
- Conflict Resolution & De-escalation
- CRM Software (Zendesk, Salesforce, Intercom)
- Bilingual (English / Spanish)
- Technical Troubleshooting
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