Joanne Saucedo

Take customer calls and provide accurate, satisfactory answers to their queries and concerns related to payroll or accounts payable. De-escalate situations involving dissatisfied employees, supervisors, offering patient assistance and support. Guide callers through troubleshooting and navigating the company site inclusive of technical resolutions.

Senior Clerk - AT T Services-General

(2016-07)

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns related to payroll or accounts payable.
• De-escalate situations involving dissatisfied employees, supervisors, offering patient assistance and support.
• Guide callers through troubleshooting and navigating the company site inclusive of technical resolutions.
• Review employee payroll files, providing updates and information.
• Collaborate with other call center professionals to improve customer service.
• Help train new employees on Support Policies, Standards and Procedures

CSR Admin - San Antonio Housing Authority

(2006-09 - 2016-07)

• Forecast and prioritize daily support services for Housing organization.
• Direct incoming calls to the appropriate organization and location
• Updating and storing business files to ensure accessibility.
• Keep a thorough record of all company charges, as well as any refunds that have been issued.
• Conduct project meetings, legislative conferences responsible for the project tracking and analysis Mirasol Task Force.
• Worked directly with leadership team Director of Public Housing.
• Problem Management Process identifying the problem, deciding on the best solution.

Classified Consultant Sales - RUMBO Newspaper

(2004-05 - 2005-10)

• Outbound Inbound calls to business to place classified ads in Spanish newspaper, meeting sales quota weekly, customer service by phone and person to person.

Service Rep - City Public Service-Customer

(2003-11 - 2004-02)

• Handled business transaction in connection with customer s including telephone and correspondence contracts and collection and order worker.
• Listen attentively to a variety of complaints, problems, concerns, issues, and provide options to issues of importance to customers, consumers, or clients.
• Treat people with dignity and respect in adverse conditions
• Prioritize and perform multiple tasks and remain focused while working with numerous interruptions.
• Handled customer complaints, discrepancies, and request or inquires over the phone or in person.
• Accurately compute and quote adjustments, balance and rates to customers while investigating and resolving incorrect billing, and other related customer service and quality issues.

High School - John F. Kennedy High School (1990-01)