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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 


Aug 2003Present

University of Texas at El Paso
Aug 2004May 2008


El Paso Community College


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