Benjamin Duran
Edinburg
Summary
Dedicated agent services representative with expertise in CRM software and effective communication. Known for resolving issues promptly and enhancing customer satisfaction, contributing to improved retention rates and streamlined processes. Easy to work with and able to learn new systems quickly.
Overview
6
6
years of professional experience
Work History
Agent Services Representative
Progressive
Edinburg
02.2023 - Current
- Processed agent requests efficiently using internal systems and tools.
- Maintained accurate records of agent communications and transactions.
- Supported agents in navigating online platforms for client management.
- Addressed agent concerns promptly to enhance satisfaction and retention.
- Assisted customers with product selection based on specific needs.
- Ensured compliance with company policies regarding customer service practices.
- Conducted follow-up calls and emails with clients post-service completion.
- Utilized software programs, including CRMs and ticketing systems, for effective tracking.
Customer Service Representative
Advanced Call Technologies
Harlingen
09.2021 - 02.2023
- Managed high-volume calls while maintaining service quality standards.
- Documented customer interactions in the CRM system accurately.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Co-Manager
Little Caesars Pizza
College Station
08.2019 - 07.2021
- Supervised staff during busy shifts to ensure efficient service and operations.
- Trained new team members on food safety and customer service standards.
- Managed inventory levels and ordered supplies to maintain stock availability.
- Assisted in scheduling staff to optimize coverage during peak hours.
- Ensured cleanliness and organization of the kitchen and dining areas.
- Recruited new staff members through job postings, interviews, and references checks.
- Minimized waste by employing specific expense-tracking and cost-control strategies.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
Education
High School Diploma -
Edcouch-Elsa High School
Elsa, TX06-2017
B.A Communications (incomplete) -
Texas A&M University
College Station, TXSkills
- Customer relationship management
- CRM software proficiency
- Agent support services
- Compliance adherence
- Problem resolution
- Communication skills
- Technical aptitude
- Call center experience
- Script adherence
- Product education
- Creative problem solving
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
AP International Scholar 2017
Timeline
Agent Services Representative
Progressive
02.2023 - Current
Customer Service Representative
Advanced Call Technologies
09.2021 - 02.2023
Co-Manager
Little Caesars Pizza
08.2019 - 07.2021
High School Diploma -
Edcouch-Elsa High School
B.A Communications (incomplete) -
Texas A&M University