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Work experience

Jun 2009Present

Associate - Client Services

optionsXpress / Charles Schwab

Address clients concerns in complex financial strategies within their accounts and portfolios.

Educate clients as to the workings of the market, and the optionsXpress website.

Execute equities/futures/options trades for clients.

Provide world class customer service in a professional manner.

·Educate clients as to the workings of our website, and the optionsXpress tools.

·Establish and maintain new accounts.

Jan 2009Jun 2009

Quality Assurance Analyst

Alorica Inc.

  •   Review Customer Service Representatives (CSR) interactions for technical accuracy and customer service delivery.
  •   Provide coaching support and just-in-time training to enhance CSR service delivery and ensure professional, accurate, high quality services are delivered
  •   Develop individual action plans for performance improvement
  •   Coach and mentor CSRs within team using side-by-side evaluations, remote monitoring and monthly one on one sessions
  •   Provide trend analysis results to Operation Manager (OM) to enhance their ability to anticipate and resolve service issues
Nov 2007Jan 2009

Technical Support Specialist

ACS / Xerox

  • Provided technical support for cellular phone company customers
  • Responsible for influencing and satisfying customers based on products available for customer
  • Experienced troubleshooting and successfully resolved problems with computer hardware or software, mobile phones, or other electronic devices
  • Able to demonstrate appropriate customer satisfaction skills (e.g. empathy, sympathy, active listening, courtesy)
  • Able to provide support and experience in a repetitive, high volume, structured inbound or outbound call center environment
  • Took Technical Support calls for Sprint mobile phones
Jan 2006Sep 2007

Technical Service Representative III

Echostar Technologies

  • Provided support to the service team, ensuring all service goals were met
  • Responsible for customer service in the Satellite TV division; duties included answering customer billing inquiries, programming questions, and technical and detailed information for the equipment of the company
  • Worked with new customers in the overall knowledge of the new products and the implementation of these products in their homes
  • Generated repeat business through successful client satisfaction 
  • Conveyed in a reassuring manner step by step instruction to resolve technical errors in customer's systems 

Education

Aug 2003Present

University of Texas at El Paso
Aug 2004May 2008

Associates

El Paso Community College

Skills

Series 3
Series 63
Series 7