Florida Gonzales
Customer Service Rep 2
Santa Barbara
Summary
Dynamic customer service professional with extensive experience at Telus Digital, Inc., excelling in problem-solving and active listening. Recognized as one of the top performer, I consistently exceeded performance metrics while effectively processing payments and enhancing user experiences. Proficient in Microsoft Excel, I thrive in fast-paced environments, ensuring customer satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative II
Telus Digital, Inc.
03.2024 - Current
- Answered incoming customer calls that involves processing credit card payments, refunds, overpayments, fee waiver, addressing other concerns and requests and providing accurate information and resolution.
- Maintaining professionalism under pressure while resolving disputes and complaints.
- Assisted customers in navigating the website in order to make a payment online, placing online orders and to improve overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Travel Associate
IGT Solutions
08.2023 - 02.2024
- Handled inbound calls and assist passengers with their bookings and travel arrangements.
- Managed challenging situations calmly under pressure, effectively addressing customer complaints or unforeseen circumstances like delayed and cancelled flights due to the weather and rebooking and other travel disruptions.
- Coordinated special requests such as wheelchair assistance or dietary restrictions seamlessly into travel plans.
- Supervised payments via credit, debit cards and miles redemption and handled sensitive information with professionalism and discreteness.
Customer Service Representative
Nowcom Global Services
12.2022 - 06.2023
- Handled blended call, seamlessly switch between answering incoming calls; to resolve customer issues and complaints concerning billing, Service questions and general concerns and making outgoing calls for collections; to ask customers about their overdue payments and take actions to encourage timely debt payments, payment follow-ups and other purposes.
- Interacted with customers who have lesser than 30 days past due, provided assistance by answering questions and process requests by phone.
- Processed payments and refunds
- Maintained confidentiality of customer data and detailed records of customer interactions, contributing to comprehensive database for future reference.
Online ESL Teacher
51talk
03.2019 - 11.2022
- Strengthened overall class performance by regularly assessing student progress using both formative and summative assessments to adjust instructional strategies accordingly.
- Communicated with students using the English Language and Conduct lessons through virtual classrooms using 51 talk learning platforms, webcam and headphone.
- Provided instruction using visuals to help improve reading, speaking and listening skills.
- Bolstered ESL learners'' confidence in speaking English through one-on-one coaching sessions focused on pronunciation practice and conversational fluency.
Quality Assurance Representative
Alorica
02.2011 - 06.2018
- Responsible for ensuring call quality by randomly sampling production employee calls.
- Assessed performance quality and providing immediate feedback and coaching of the production employee.
- Communicated to management when there is a pattern of quality issues on a consistent basis.
- Spearheaded performing root cause analysis on long and short calls, contributing to effective problem resolution and prevention strategies.
- Participated in calibration and client monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern.
Sales Verification Agent
West Contact Services
09.2008 - 02.2011
- Verified validity of sales by listening to recorded inbound calls for credit card application.
- Validated data corrections and ensure that legal disclosures were read verbatim and provide insights in making a decision about fraudulent sales
- Compiled data for report preparation to resolve any discrepancies with data and disclosure scripts.
- Provided feedback about voice agent quality performance, call handling skills, language proficiency, and professionalism and suggested performance
Education
Bachelor of Science - Commerce Major in Management
Quezon Colleges of Southern Philippines
Tacurong, Sultan Kudarat 04.2001 -
Skills
Customer service
Timeline
Customer Service Representative II
Telus Digital, Inc.
03.2024 - Current
Travel Associate
IGT Solutions
08.2023 - 02.2024
Customer Service Representative
Nowcom Global Services
12.2022 - 06.2023
Online ESL Teacher
51talk
03.2019 - 11.2022
Quality Assurance Representative
Alorica
02.2011 - 06.2018
Sales Verification Agent
West Contact Services
09.2008 - 02.2011
Bachelor of Science - Commerce Major in Management
Quezon Colleges of Southern Philippines
04.2001 -
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