Customer Service Sales

210-***-**** • *******.********@*****.***

Felicia N. Castro

**** ****** ******, *** *******, TX 78242 • 210-***-**** • *******.********@*****.***

Felicia N. Castro

Objective

Customer service management where my experience can be utilized to improve customer satisfaction.

Experience

1/10/13-10/25/13

KGB/CONDUIT San Antonio, TX

Fios/HSI Technical Support Rep

Answer inbound calls related to telephone, fiber optic cable, and Internet services.

Gather pertinent information from the customer in order to identify the underlying issue(s).

Use appropriate tools and applications to troubleshoot until a solution is arrived at.

Walk customer through troubleshooting steps, going step by step when necessary.

Confirm all other services are operational, with first call resolution in mind.

Educate customers on self-help repair techniques.

Take Language Escalation Calls and de-escalate before transferring to floor supervisor.

5/1/12-9/1/12

Golf Galaxy San Antonio, TX

Customer Support – Seasonal PT

• Provides outstanding service by greeting and acknowledging every customer, maintaining sales

standards, and maintaining solid product knowledge

• Finalizes customer purchases by ringing up sales

• Processes customer returns and exchanges in a prompt and efficient manner

• Accurately and efficiently completes all register transactions and maintains proper cash and media

accountabilities at Point of Sale (POS) registers

• Assists in floor moves, merchandising, display maintenance and resets, pricing, inventory and store

housekeeping to include dusting, mopping, vacuuming, cleaning break room and restrooms, etc.

• Assists in processing and replenishing merchandise on the sales floor by participating in receiving,

tagging, and monitoring sales floor stock

• Adheres to approved loss prevention programs to minimize inventory shrinkage and to support and

grow the sales/profitability of the store; provides feedback to manager on loss prevention issues as

needed

6/1/11-1/1/12

Volt San Antonio, TX

Apple Technical Support Advisor

Strong customer service and communication skills

Strong troubleshooting skills

Technical aptitude (computer literate, able to quickly learn new applications)

Fluent in English and one other Asian language due to role supporting various countries

Prior contact centre experience preferred, but not essential

Familiarity with Apple software and hardware, Apple

Configuration Engineer certification will be an added advantage

Have a flexible schedule, including the ability to work shift and weekends

Answer inbound calls related to Apple products.

210-***-**** • *******.********@*****.***

Felicia N. Castro

Education

Bossier Adult Learning School

GED Bossier City, LA

References

References are available on request.

Contact this candidate