Oscar A Gomez Ruiz
Ruther Glen
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Senior Member services representative
REC
02.2022 - Current
- Provide outstanding and caring services to members by answering their questions about their NET Metering account
- Explaining the process of signing up for NET Metering
- Explaining members our new rates
- Navigate our systems: IVUE, Smarthub, NMS Outage system, Map book, IVR, and Microsoft 2016
- Process paper duties between member calls
- Communicate with the Supervisor of the Contact Center, keeping him/her informed of activities within the Contact Centers area.
Member services representative
REC
10.2017 - 02.2022
- Provide outstanding and caring services to members by answering their questions about their electric bill, electric usage, and electric problems
- Navigate our systems: IVUE, Smarthub, NMS Outage system, Map book, IVR, and Microsoft 2016
- Working with phone system and understanding Symon
- Coaching new member services representatives, advising them how to answer member’s questions and how to use our system.
Trainer
Chick-fil-a
10.2020 - 03.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Monitored participant workflow and behaviors throughout training process.
Asistant Manager
Chick-fil-a
02.2012 - 08.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Report any accidents or any information to management
- Mentored team members to enhance professional development and accountability in workplace.
Education
Associate of General Studies - Business Administration
Germanna Community College
Fredericksburg, VA09.2013
High School Diploma -
James Monroe High School
Fredericksburg, VA06.2012
Skills
- Bilingual- Spanish and English
- Computer skills
- Customer Service
- Strong leadership
- Active listening
- Problem-solving abilities
- Call center experience
- Customer service expertise
Extracurricular Activities
10/01/21-06/01/23, Sergeant-At-Arms, Toastmasters
06/01/23-Present, Club President, Toastmasters
Timeline
Senior Member services representative
REC
02.2022 - Current
Trainer
Chick-fil-a
10.2020 - 03.2021
Member services representative
REC
10.2017 - 02.2022
Asistant Manager
Chick-fil-a
02.2012 - 08.2017
Associate of General Studies - Business Administration
Germanna Community College
High School Diploma -
James Monroe High School
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