Livermore, CA
CHRISTINA JARAMILLO
Summary
Responsible administrative support professional with extensive experience in The Customer service industry and faced paced environments. Organized and detail-oriented with strengths in project management and inventory control. Highlights
Data collection and analysis
Exceptional organizational skills
Analytical thinker
Creative problem solver
Public speaking
Collective bargaining techniques
Strategic planning
Team building
Personable
Process improvement strategies
Inventory control
Relationship building
Systems implementation
Microsoft Office Suite expert
Troubleshooting and problem solving
Flexible
Dedicated
Client relationships
Self-directed
Dependable independent worker
Customer service skills
Good at following instructions
Basic math skills
Consistent work history
Strong work ethic
Timely project completion
Valid CA driver license
Patient and diligent
Windows XP/Vista
Excellent communication skills
Proper phone etiquette
Accurate and detailed
Independent worker
Animal lover
Resourceful
Understands grammar
Dedicated team player
Screens calls properly
Computer-savvy
Critical thinker
Administrative support specialist
Self-starter
Employee training and development
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Courteous demeanor
Energetic work attitude
Top sales performer
Customer service expert
Invoice processing
Telecommunication skills
High customer service standards
Mathematical aptitude
Organized
Time management
Proficient in MS Office
Accomplishments
Earned the Comcast DELTA Award for "Customer Service Champion" in 2015 . Experience
CommOps 3, Escalation Agent
Comcast
Job Summary:
Responsible for resolving high level, escalated customer problems/complaints promptly and efficiently. An Advanced CommOps agent that understands order errors, provisioning challenges and be analytical in nature to research accounts and be resourceful in seeking out solutions. Typical complaints are problems that may put a job or customer in jeopardy, and are received through a variety of sources. Exercises sound judgment, and acts responsibly in the customer's and the company's interest.
Responsibilities:
- Facilitate and works on customer jobs that were not completed on the schedule date, which included contacting customers, Area management and Contractor management. 3621 Farnham CT, Tracy, CA 95377 C: 209-***-**** **********@*******.*** 02/2014 to 04/2014
San Ramon, CA
06/2010 to 11/2010
Livermore, CA
- Responsible for being an ambassador of creating a positive customer experience
- Process Care and Retention escalations that are defined as critical to customers and the company
- Confirm, define and review Not Home processes to ensure my customer requests are met as frequently as possible
- Responsible for advance pool scrubbing
- Contractor liaison for SRO and Disconnect activity.
- Collect complaint information from all sources such as, but not limited to, email, regular mail, and voicemails.
- Take incoming calls and referrals from field staff in an effort to assist the technicians in completing their jobs.
- Determine the problem: product, billing, undelivered or undeliverable product or service.
- Determine requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and work-groups to troubleshoot and resolve issue.
- Examine records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents.
- Alert management about recurring customer impacting issues.
- May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management.
- Handle and resolve escalated customer issues in a timely manner. Provides ongoing feedback relative to the existing M&Ps, inclusive of recommendations for process improvement.
- Process escalated tickets from front line and leaders in the Care organization and acts as liaison to downstream fix agents.
- Responsible for updating, resolving, and closing customer reported tickets received via the escalation ticketing system that require Field, Plant or XOC response and/or resolution.
- Assess, assigns or resolves pending work orders to facilitate expedited customer resolution based on guidelines.
- Address work tickets based on priority and resolves or advances the issue within stated guidelines.
- Use trouble ticketing system to accurately document customer issues, customer interactions, fix agent results and resolution. Records resolutions utilizing appropriate codes within the system.
- Perform advanced troubleshooting steps inclusive of utilizing tools such as Grand Slam, TTS LOQs, etc in an attempt to resolve customer issues without a truck roll or other fix agent assignment.
-Resolve customer issues through troubleshooting procedures and documents and closes out billing system order and escalation ticket.
Alarm Dispatcher
AppleOne / SAFE Security
Job Summary:
Under the supervision of the coordinator/monitoring station supervisor, we provide technical support to subscribers, service installers, as well as contractors.
Responsibilities:
-Receive telephone calls and assist subscribers who are experiencing technical problems with their security system
-when alarm triggered follow contact procedure to ensure subscriber isn't in need of emergency dispatch (police, fire dept. ect.)
- Identify the nature of the technical problem and schedule a service call if required
- Outside of the dispatch department operational hours, dispatch service calls to service technicians
- Put systems in test mode for service installers as well as contractors
- Outside of data entry department operational hours, create urgent status customer monitoring accounts
- In the case of monitoring station alarm overflow, process alarm signals according to established procedures
-Upload alarm security system panels
-Manage subscriber key boxes
- Other duties as assigned
Field Care Support
Comcast
Job Summary:
Responsible for providing key support to field personnel to complete all current DOJ (Day Of Job) activities for all lines of business. Assists Technicians in light troubleshooting of their Mobile Computers. Resolves escalations from Technicians for troubleshooting. Works with both internal and external resources and maintains a detailed account in the 04/2008 to 06/2010
Livermore, CA
Work Log in the appropriate application. Provides operational support to local market field Technicians, operations support personnel, and other technical and business support groups as needed, including day-of-installation assistance, as received via inbound call center phone calls or e-mail notifications. Performs data entry as required and coordinates the resolution of order discrepancies for customer service orders directly with third party entities. Collaborates with Local Exchange Carriers (LECs) as the need arises to resolve order issues. Has developed specialized knowledge/skills in own area. Resource for colleagues with less experience. Responsibilities:
-Provide comprehensive order and day of install support including date reconciliation, static IP support, billing/provisioning codes application, split orders, reschedules, port failures, toll free fallout, directory listing fallout, day of install support for out of service conditions, LNP fallout, NPAC/ NPS task completions, validation and correction of any revenue impacting discrepancies, day of install voice feature and switch issue resolution.
-Recommend best-in-practice processes and procedures and changes in processes and procedures.
-Perform order entry as required and coordinates the resolution of order discrepancies for customer service orders directly with third party entities and customers both internal and external.
-Collaborate with carriers as the need arises to resolve order issues.
-Document and track incidents for future trending and analysis, as well as escalation and repair performance information.
-Provide coaching documentation to cross-functional areas associated with work order noncompliance and customer impacting order fulfillment.
-Serve as subject matter expert on all products as well as processes specific to the assigned job group.
-Provide pre-setup work to ensure all services are qualified to be installed and ensures FOC/TPV is set up for all lines of business in order to meet the original time frame commitments made to the customer.
-Run updates and reports to identify system fallout and communicate or resolve as appropriate.
-Work across various applications to perform service delivery, error resolution, or performs manual work activities to resolve technical and procedural issues.
-Other duties and responsibilities as assigned.
Advanced TIER Agent
Comcast
Job Summary:
Facilitate interactions with customers in a way that is in accordance with the Company's service delivery strategy. Establish rapport and promotes effective relationships, upholding Comcast's commitment to the customer experience through our Credo, Voice of the Customer (VOC)surveys, and the Comcast Customer Guarantee. Responsible for answering incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment. Handle billing overflow calls. Works to minimize and/or reduce truck rolls. Offer Comcast products and services to meet customer needs. Exercise sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company.
Responsibilities:
-Demonstrate functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
-Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules.
-Demonstrate ability to establish and maintain effective relationships with customers. Effectively gains the customer's cooperation to work through the troubleshooting process, ensuring customer problem resolution.
-Correct discrepancies on customers' accounts, and research service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
- product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.
- Demonstrate functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Demonstrate awareness of company policies and procedures while applying sound judgment within scope of their 12/2007 to 04/2008
Tracy, CA
08/2007 to 12/2007
Tracy, CA
06/2007 to 08/2007
Tracy, CA
02/2007 to 06/2007
Tracy, CA
empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
-Educate and promote self service options.
-Able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Achieved established goals and monthly performance metrics consistently.
- Attended training as required.
- Independent worker, but will seek Supervisor support when necessary.
-Supported other lines of business as volumes dictate.
-Other duties and responsibilities as assigned.
Waitress
Denny's
Responsibilities:
-Provided excellent customer services that promoted satisfaction.
-Greeted customers and present menu.
-Make recommendations or share additional information upon request.
-Take and serve food/drinks orders and up-sell any additional products.
-Arrange table settings and maintain tables clean and tidy.
-Check products for quality and correct any problems that keep them from enjoying their meal/drink.
-Deliver checks and collect payments.
-Cooperate with all serving and kitchen staff.
-Follow all relevant health department rules/regulations and all customer service guidelines Customer Service Representative
RH
Responsibilities:
-Manage large amounts of inbound and outbound calls in a timely manner
-Follow communication “scripts” when handling different topics.
-Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
-Seize opportunities to up sell products when they arise.
-Build sustainable relationships and engage customers by taking the extra mile.
-Keep records of all conversations in our call center database in a comprehensible way.
-Frequently attend educational seminars to improve knowledge and performance level.
-Meet personal/team qualitative and quantitative targets.
-Track record of over-achieving quota.
-Strong phone and verbal communication skills along with active listening.
-Familiarity with CRM systems and practices.
-Customer focus and adaptability to different personality types.
-Ability to multi-task, set priorities and manage time effectively Victoria Secret Sales Representative
Victoria Secret
Responsibilities:
-Assist customers with questions about products, apparel, and sizing.
-Operate registers and credit card machines during sales transactions, according to store location and policy.
-Perform cleaning duties at the request of Victoria's Secret managers, as well.
-Work to ensure customer satisfaction during each interaction. Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Placed special orders and called other stores to find desired items. Recommended merchandise based on customer needs. Replenished floor stock and processed shipments to ensure product availability for customers. Baskin-Robbins Crew Member
Baskin Robbins
Responsibilities:
-Greet customers
-Scoop ice cream
06/2006 to 08/2006
Tracy, CA
12/2005 to 05/2006
Tracy, CA
2007
United States
Modesto, CA, United States
-Customize Ice Cream cakes
-Inventory
-Ring up all purchases in a friendly and efficient manner.
-Ensure store is kept clean and sanitary, especially the kitchen and dining area at all times. Vans Sales Associate
Vans Off the Wall
Responsibilities:
-Provide excellent customer service as outlined in the Vans SKATE training program which includes, but not limited to greeting, fitting/measuring, and assisting with meeting the customers needs.
-Replenished floor stock and processed shipments to ensure product availability for customers.
-Assist with ensuring proper sales promotional setup of store and maintenance of sales floor and stockroom to create a neat, clean and well presented store
- Adheres to company policies and procedures, standards and practices, regulatory compliance, and company directives are being followed.
Hostess
Perko's Grill and Cafe
Job Summary:
Personal representation of the service and overall hospitality of the staff of the restaurant. While guests are waiting to be seated or waiting for take-out orders to be ready, it is the job of the hostess to ensure that the guests are made comfortable and kept informed of the status of their orders or wait times. Responsibilities:
- monitoring the open dining sections of the restaurant for empty and cleaned tables.
-Estimating wait times for guests.
-Monitoring the guest waiting list, and ensuring that the needs of the guests are met while they are waiting.
-Responsible for answering the telephone, booking reservations and moving tables together to accommodate large parties.
-Taking and running Drink and Dessert Orders
Education
High School Diploma
Psychology
MJC
Continuing education in Psychology.