ROSA GALVEZ
Stockbridge
Summary
Dynamic customer service representative with proven success at MAXUMUS, enhancing customer satisfaction through active listening and effective complaint handling. Skilled in CRM software and conflict resolution, I consistently improved service response times and operational efficiency, contributing to a positive customer experience in high-pressure environments.
Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
15
15
years of professional experience
Work History
CSR
MAXUMUS
01.2016 - 01.2025
- Assisted customers with inquiries and resolved issues efficiently.
- Provided support in order processing and account management tasks.
- Learned operational procedures to enhance customer service delivery.
- Utilized CRM systems to track customer interactions and feedback.
- Collaborated with team members to improve service response times.
- Adapted quickly to new software tools for effective communication.
- Contributed to a positive customer experience through active listening skills.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
CSR
California Services for the Deaf
02.2010 - 12.2015
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
HEARTHSTONE HIGH
Oroville, CASkills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Microsoft outlook
- Computer proficiency
- Call management
- Call center operations
- De-escalation techniques
Languages
Spanish
Full Professional
Timeline
CSR
MAXUMUS
01.2016 - 01.2025
CSR
California Services for the Deaf
02.2010 - 12.2015
High School Diploma -
HEARTHSTONE HIGH