Lorena Favela Email & Phone Number

El Paso, Texas Area

Managed large amounts of inbound and outbound calls in a timely manner.Followed communication “scripts” when handling different topics.Identified customers’ needs, clarifyinformation, research every issue and provide solutions and/or alternatives.Seized opportunities to upsellproducts when they arise. Built sustainable relationships and engage customers by taking the extra mile. Keeprecords of all conversations in our call center database in a comprehensible way. Frequently attend educationalseminars to improve knowledge and performance level Met personal/team qualitative and quantitative targets.solutions include resolving username and password problems, uninstalling/reinstalling basic softwareapplications, verifying proper hardware and software set up, power cycling devices, navigating customersthrough application menus, and troubleshooting email issues. This was a performance based organization whereall calls are recorded, monitored, and reviewed on a daily basis. Interacted with customers in response toinquiries, concerns, and requests about products and services. Gathered customer/product information anddetermine the issue by analyzing the symptoms and diagnosed/resolved technical issues involving internet connectivity, email, application downloads, and more using article database systems.

El Paso, Texas Area

Provided technical resolution to customers through questiondiagnosis and step-by-step guidance via phone in a virtual call center environment. Common solutions includeresolving username and password problems, uninstalling/reinstalling basic software applications, verifyingproper hardware and software set up, power cycling devices, navigating customers through application menus,and troubleshooting email issues. This is a performance based organization where all calls are recorded,monitored, and reviewed on a daily basis. I was responsible for support of CPUs, tablets, MP3 players and other technical devices. Interacted with customers in response to inquiries, concerns, and requests about products and services. Gathered customer/product information and determine the issue by analyzing the symptoms and diagnosed/resolved technical issues involving internet connectivity, email, application downloads, and more using article database systems.

El Paso, Texas Area

​Responsibilities included taking multiple calls assisting consumerswith their rewards/cash cards. Giving then account information for their purchase history, balance inquires, andamount disputes. Supplying information about the programs Subway offers, giving points scheme, participatinglocations and other information requested. De-escalating sup calf when needed and assisting with customercomplaints. Receiving mail and processing to add points accordingly to customers cards and processing emailsproviding them information requested.

Bachelor Of Science - Bs, Counseling Psychology, 3.8

Associate'S Degree, General Studies, Ged