Profile
Customer service professional with 6 years of inbound and outbound call center experience across telecom and financial services verticals. Specializes in de-escalation, first-call resolution, and CRM-driven workflow optimization. Maintained a 94% CSAT score over three consecutive quarters while mentoring a cohort of eight new hires.
Work Experience
Senior Call Center RepresentativeMar 2021 - Present
Pinnacle Telecom Solutions, San Antonio, TX
- Resolved an average of 85 inbound calls per shift with a first-call resolution rate of 91%, reducing repeat-contact volume by 18% over 12 months.
- Mentored 8 newly hired agents on Salesforce CRM and call-handling protocols, cutting average new-hire ramp time from 6 weeks to 4 weeks.
- Identified a recurring billing discrepancy pattern and escalated a process-improvement ticket that eliminated $42,000 in annual credit adjustments.
Call Center RepresentativeJun 2018 - Feb 2021
Horizon Financial Services, Austin, TX
- Handled 70+ daily calls for credit card support and fraud disputes, achieving a 92% CSAT rating across 18 consecutive months of quality audits.
- Utilized Zendesk ticketing to document and route 300+ monthly escalations, decreasing average resolution time from 48 hours to 29 hours.
- Cross-sold eligible account holders on balance-transfer products, generating $210,000 in new product uptake during a single Q4 campaign.
Customer Service AssociateJan 2017 - May 2018
BrightPath Retail Group, San Antonio, TX
- Managed a blended queue of phone, chat, and email contacts averaging 60 interactions per day with a 4.7/5.0 customer satisfaction score.
- Reduced average handle time by 22% within 90 days by building a personal knowledge-base document later adopted team-wide for 14 agents.
- Processed 1,200+ return and exchange transactions per quarter with a 99.6% accuracy rate, minimizing chargeback disputes.
Education
Associate of Applied Science, Business Administration2014 - 2016
San Antonio College, San Antonio, TX
Coursework in organizational communication and consumer behavior