Tricia Contreras
Phoenix
Summary
Dynamic Bilingual customer service professional with a proven track record, excelling in problem-solving and client education. Recognized for building strong relationships and maintaining accuracy in CRM software management. Adept at diffusing tense situations, ensuring customer satisfaction, and consistently exceeding service standards.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mutual of America
Phoenix
11.2023 - 06.2025
- Assisted customers with inquiries and resolved issues through effective communication.
- Managed customer accounts using CRM software to ensure accurate information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
Bilingual Customer Service Representative/Tech Assistant
Verdigris/matrix Res
Phoenix
06.2022 - 03.2023
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained and managed over 50 customer files and databases day.
- Educated customers about billing, payment processing and support policies and procedures.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Discussed financial options with clients and provided informed suggestions.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Scheduler/Customer Service Specialist
Insync Staffing
03.2021 - 03.2022
- Company Overview: CSAA
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained and managed over 50 customer files and databases daily.
- Started off with doing contact tracing for people with covid and vaccine scheduling.
- Moved to New Hire Lead position responsible for education and assisting new hires with their responsibilities.
- CSAA
CUSTOMER SERVICE REP
DISCOVER
12.2018 - 04.2019
- Assisted customers by phone at busy call center.
- Problem solved and assisted customers with credit/debit card problems or questions with services or accounts.
- Maintained customer confidentiality and security.
Reception Desk/Customer Service Representative Specialist
PSCU
Phoenix
05.2016 - 11.2018
- Exhibited high energy and professionalism when dealing with customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Responded proactively and positively to rapid change.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Education
G.E.D -
FRANK X GORDON ADULT SCHOOL
Glendale, AZ11.2012
Skills
- Problem-solving
- Computer skills
- Interpersonal skills
- Attention to Detail
- Time management
- Accuracy
- Research and data collection
- Data entry
- Client education
- CRM software
Languages
Spanish, Native or Bilingual
Languages
Spanish
Professional
Timeline
Customer Service Representative
Mutual of America
11.2023 - 06.2025
Bilingual Customer Service Representative/Tech Assistant
Verdigris/matrix Res
06.2022 - 03.2023
Scheduler/Customer Service Specialist
Insync Staffing
03.2021 - 03.2022
CUSTOMER SERVICE REP
DISCOVER
12.2018 - 04.2019
Reception Desk/Customer Service Representative Specialist
PSCU
05.2016 - 11.2018
G.E.D -
FRANK X GORDON ADULT SCHOOL