Customer Service Care

Cynthia Rosario

CUSTOMER CARE / TECHNICAL SUPPORT REP

Mesa, AZ 85203

acr9rx@r.postjobfree.com - 602-***-****

I have approximatley 23 years in customer service experience most of which were in a call center setting. I've held my current position with Sears for over 1 year, first as a Customer Advisor for the Home Delivery and Installation Department for 7 months then as a Customer Service/Tech Support Advisor where I'm currently at. At Verizon Wireless I was there for 10 years and I started as a Customer service/technical suppot representative and ended as a Senior Rep and I enjoyed that job very much because they were a great company to work for. I did some sales, online support, equipment and service troubleshooting, billing, service and or acct changes and adding new lines of service. Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Care Advisor

Sears Holdings Corp - Tempe, AZ - May 2014 to Present Responsibilities

Technical support for customers calling into out busy call center about their appliances along with scheduling repairs, sending /tracking parts through UPS/Creating new customer accounts/Upselling Home Improvement services as well as basic customer service assistance. Accomplishments

I started out as a Home Delivery and Installation Advisor/transferred to tech support for home appliances and along with 6 other advisors I was cross-trained as a lawn & garden specialist Skills Used

My 23+ years of Customer Service skills and ability to control the call, turn an angry customer and a escalated call into an apologetic appreciative customer resulting in de-escalating the call. Several customer appreciation calls along with recognitions for call quality. An understanding of the call center environment. My co-workers also come to me for help with calls.

Production Assistant

Corestaff/Shutterfly - Phoenix, AZ - November 2012 to January 2013 This was a temp/seasonal position in a warehouse and I did shipping and also worked in a production line for customers who had an online photo shop and wanted to order reprints of thier photos or have them printed and transferred to other items such as cards, blankets, cups etc. CUSTOMER CARE / TECHNICAL SUPPORT REP

Verizon Wireless - Chandler, AZ - 2000 to 2010

• Accepted a high-volume of inbound phone calls within a call center environment; responded to inquiries from customers and retail stores, identified and resolved billing inquiries and issues, sold/up- sold features, updated personal and confidential data, and managed and maintained customer accounts

• Placed a high-volume of outbound phone calls and worked closely with retail stores and customers

• Responsible for accepting and processing payments, insurance claims, and complaint/issue escalations

• Identified the individual needs of customers & promoted and sold phones/packages to meet their needs

• Retained customers attempting to cancel service by offering promotions and benefits to each customer

• Advised customers on promotional product opportunities and up-sold products to enhance their needs

• Responded to and effectively resolved customer complaints in a timely manner to ensure satisfaction Excellent Professional References and Recommendations Available Upon Request EDUCATION

G.E.D. in General

Rio Salado Community College - Phoenix, AZ

1992 to 1992

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