Bianca Longoria
Glendale
Summary
Personable customer service professional offering over 10 years of experience resolving account and service concerns for a variety of customers. Competent in smoothly uncovering and solving challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations, positive attitude and driving team success.
Overview
9
9
years of professional experience
Work History
Ecommerce Tech Support
Block Inc
10.2020 - 06.2024
- Provided superior customer experience by diagnosing and troubleshooting technical problems with hardware, software, or company products via Phone/Email/Chat, averaging a 95% customer satisfaction rating.
- Designed, educated and assisted small business clients with ecommerce website design and product creation.
- Drove significant company value through tailored product/service consultations, cross-selling, and customer conversion.
- Collaborated with multiple teams to escalate and resolve complex customer issues.
Phone Intake/Fax Hybrid Specialist - Trainer/Project Manager
CareCentrix Inc.
12.2017 - 10.2020
- Directed the triaging of an average 50 phone inquiries per day, including intake and specialty queues, addressing issues promptly and escalating complex cases, improving customer wait times by 30%.
- Analyzed and resolved patient issues with efficiency and empathy.
- Achieved exceptional results by consistently meeting and exceeding metric and quality goals, averaging a 98% compliance rate.
- Conducted training sessions for new phone agents, utilized varieties of instructional methods to enhance learning, monitored and provided constructive feedback support to ensure trainee success.
- Contributed and managed a project queue for sensitive cases, analyzed and submitted improvement feedback to management, created resource guides to aid employee efficiency, reducing customer escalation.
Customer Care Professional - Business Consultant
American Express
10.2015 - 12.2017
- Inbound call servicing, responsibilities included evaluating and analyzing account information, resolving billing, and service/product inquiries.
- Sales experience recommending tailored solutions to clients, including relevant product/services for business owners and personal card users.
- Providing expert level service and consultation, exceeding metric company goals in quality and customer satisfaction.
Education
High School Diploma -
Arizona Conservatory For Arts And Academics
Phoenix, AZ2013
Skills
- Excellent Customer Service (10 years)
- Data Entry Expertise (60 WPM)
- Flexible in Fast-Paced Environment
- Technical Support and Escalations
- Sufficiency with MS 365 Products
- Training Experience
- Website Design and Development
- CRM Software Proficiency
- Project Management
- Computer Literacy
- Google Workspace Programs
- Friendly, Positive Attitude
References
Lisa Daniely
Supervisor, Carecentrix
(480) 316- 5467
Kameron Reeves
Former Co-Worker, American Express
(602) 550- 7609
Jennifer Evans
Supervisor, American Express
(602) 380- 6354
Timeline
Ecommerce Tech Support
Block Inc
10.2020 - 06.2024
Phone Intake/Fax Hybrid Specialist - Trainer/Project Manager
CareCentrix Inc.
12.2017 - 10.2020
Customer Care Professional - Business Consultant
American Express
10.2015 - 12.2017
High School Diploma -
Arizona Conservatory For Arts And Academics
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