Armando Avila
Azusa
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
21
21
years of professional experience
Work History
Police Service Representative
LAPD
Los Angeles
04.2025 - Current
- Operated radio communications to coordinate emergency responses effectively.
- Monitored multiple emergency lines, assessing situations for appropriate action.
- Provided critical information to first responders during high-pressure situations.
- Documented calls accurately, maintaining detailed records for incident reporting.
- Collaborated with law enforcement and emergency services for resource allocation.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched police officers and emergency personnel to calls for service.
- Coordinated activities between multiple agencies during emergency situations.
- Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
- Responded promptly to requests for assistance from law enforcement personnel in the field.
Support Coordinator – Remote Work
Verizon
11.2022 - 04.2025
- Support customer service representative with call handling items including such as: positioning, customizing solutions, negotiation, promotional assistance, and tool utilization.
- Resolve complex escalated issues to best serve customers.
- Partner weekly with leadership to drive key business initiatives.
- Meet monthly metrics as set by leadership.
Customer Services Representative – Remote Work
Verizon
10.2020 - 11.2022
- Maintained and grew existing customer base by earning their loyalty and trust.
- Acknowledged, empathized, resolved customer inquiries, and maintained professional relationships.
- Met and exceed metric goals that are associated with leader board.
- Drove growth with new products and services.
- Utilized sales techniques to enhance the customer experience, up-sell, and exceed sales goals.
- Provided product and service information to resolve issues and serve customers effectively.
- Managed customer issues efficiently and ensured a resolution in a timely manner.
- Remained current on all wireless products, services, industry and competitive trends.
- Attended all applicable trainings/meetings.
- Exercised flexibility, initiative, good judgment, critical thinking, and discretion.
Solutions Specialist
Verizon
Hollywood
03.2007 - 09.2020
- Met and exceeded metric goals that are associated with leader board.
- Drove growth with new products and services.
- Demonstrated equipment functions and network capability to meet customer needs and enhance their lives.
- Performed rate package evaluations and propose solutions to best benefit the customer.
- Maintained and grow existing customer base by earning their loyalty and trust.
- Accurately processed customer transactions, audit and reconcile daily cash receipts.
- Responsible for thorough knowledge of all store functions.
- Remained current on all wireless products, services, industry and competitive trends.
- Attended all applicable trainings/meetings.
- Assisted with monthly inventory count, process returns, demo count and DOA.
Store Manager
Verizon Authorized Dealer
La Habra
03.2005 - 03.2017
- Motivated employees and worked to maintain thriving working environment to best meet customer and employee needs.
- Responsible for promoting retail location and driving sales.
- Track sales and processing sales records.
- Ordered and maintained inventory in store location.
- Trained new employees and kept them up to date on new products.
- Assisted customers by providing training for new devices and met customer needs to maintain loyalty and trust in customer base.
Education
Associate in Arts Degree - Business Administration
Strayer University
Skills
- Bilingual English/Spanish
- Leader
- Problem-Solving
- Communication
- Motivated
- Adaptability
- Detail-Focused
- Goal oriented
- Call handling
- Escalation resolution
- Problem solving
- Effective communication
- Time management
- Team collaboration
Timeline
Police Service Representative
LAPD
04.2025 - Current
Support Coordinator – Remote Work
Verizon
11.2022 - 04.2025
Customer Services Representative – Remote Work
Verizon
10.2020 - 11.2022
Solutions Specialist
Verizon
03.2007 - 09.2020
Store Manager
Verizon Authorized Dealer
03.2005 - 03.2017
Associate in Arts Degree - Business Administration
Strayer University