Roxanna Perez
El Centro
Summary
Detail-oriented Customer Care Representative known for exceptional problem-solving abilities and effective communication. Skilled in managing customer inquiries and collaborating with teams to deliver successful outcomes.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Advance America
El Centro
08.2024 - Current
- Assisted customers with inquiries and account-related issues effectively.
- Educated clients on product features and services available at Advance America.
- Handled customer complaints with empathy and professionalism to ensure satisfaction.
- Processed transactions accurately using company-specific software systems.
- Demonstrated excellent communication skills while interacting with diverse clientele.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Delivered customer support to high call load each shift.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Processed customer account changes with proprietary software.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Recommended potential products or services after analyzing customer needs.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
Assistant Manager
Advance America
El Centro
09.2021 - 08.2024
- Provided exceptional customer service to customers.
- Consumer lending specialist.
- Maintain cash drawer accuracy.
- Processed consumer loan applications efficiently and accurately.
- Reviewed financial documents for compliance with company policies.
- Communicated with clients to gather necessary information for loan processing.
- Maintained detailed records of loan transactions and client interactions.
- Resolved client inquiries regarding loan status and requirements promptly.
- Prepared loan files for underwriting, ensuring all necessary documentation was included.
- Assisted in managing daily operations and coordinating team activities.
- Implemented process improvements to enhance operational efficiency.
- Led team meetings to discuss goals, challenges, and strategies for success.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Developed a system for tracking inventory and ordering supplies as needed.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed loan applications and documents to ensure accuracy and completeness.
Executive Assistant
Vildosola Racing
San Diego
08.2018 - 07.2020
- Assisted in budget management and invoice processing for operational expenses.
- Prepared meeting agendas and took detailed minutes during discussions.
- Managed daily schedules for executives and team members.
- Coordinated travel arrangements and itineraries for racing events.
- Organized team communications and maintained project documentation.
- Implemented office procedures to enhance workflow efficiency and collaboration.
- Maintained confidential records and files related to executive operations.
- Maintained company confidence and protected business operations by keeping sensitive information confidential.
- Monitored incoming emails and responded accordingly in a timely manner.
- Performed data entry tasks into various software programs including MS Excel spreadsheets.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
- Answered telephone calls from customers or clients providing assistance where necessary.
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Scheduled and arranged travel and hotel reservations for meetings, conferences and seminars.
- Assisted in organizing conferences, seminars and other events as directed by the executives.
- Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
- Scheduled appointments for executives with external parties such as vendors or suppliers.
- Created and maintained up-to-date records related to customer accounts or financial transactions.
- Greeted visitors warmly upon arrival at the office premises.
- Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
Technical Support Representative
H&r Block
San Diego
11.2014 - 08.2018
- Provided technical support for software and hardware issues to clients.
- Assisted customers in navigating tax preparation software effectively.
- Resolved user inquiries through phone.
- Documented customer interactions in ticketing system for future reference.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email.
- Resolved escalated customer service issues in a timely manner.
- Used remote login tools to assist clients with technical and product questions.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Maintained positive working relationship with fellow staff and management.
Education
High School Diploma -
Central Union High School
El Centro 07-2025
Some College (No Degree) -
Imperial Valley College
Imperial, CASkills
- Customer service
- Problem solving
- Communication skills
- Team collaboration
- Data entry
- Call handling
- Email correspondence
- Verbal and written communication
- Call center experience
- Database research
- Billing coordination
- Multitasking and organization
- Appointment scheduling
- Documentation and reporting
- Payment processing
- Technical troubleshooting
- Complaint handling
- Problem resolution
Languages
Spanish
Professional
Timeline
Customer Care Representative
Advance America
08.2024 - Current
Assistant Manager
Advance America
09.2021 - 08.2024
Executive Assistant
Vildosola Racing
08.2018 - 07.2020
Technical Support Representative
H&r Block
11.2014 - 08.2018
High School Diploma -
Central Union High School
Some College (No Degree) -
Imperial Valley College