Customer Service Representative
Resume:
SILVIA CORTINAS
*** * *** ***** *** Apt B Harlingen TX 78550
ad4jn1@r.postjobfree.com
Objective
● To grow with a company and be able to express my strengths and abilities for a long and prosperous career
Career Overview
Highly enthusiastic customer service professional with 10+ years client interface experience. Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Core Strengths
Active listening skills Courteous demeanor
Energetic work attitude Store maintenance ability Inventory control familiarity Microsoft Excel
Microsoft Office Suite Microsoft Outlook
Microsoft PowerPoint Microsoft Word
Telephone inquiries specialist Customer service expert Telecommunication skills Adaptive team player
Opening/closing procedures Typing
Grammar Internet research
Strong organizational skills
Acomplishments
Customer Assistance
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Computed Data Reports
Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Sales
Consistently generated additional revenue through skilled sales techniques. Product Sales
Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
Customer Interface
Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders. Database Maintenance
Assisted in the managing of the company database and verified, edited and modified members’ information.
Work Experience
Phlebotomist 08/2021-03/2024
CSL BEHRING
Harlingen Tx
Responsible for the efficient and effective collection of plasma from donors by performing venipuncture, monitoring the pheresis process and following Standard Operating Procedures (SOPs) Evaluated vein performance of the donor to identify possible problems; makes necessary corrections in order to expedite donation time and ensure product quality and donor safety. Ensured donation process is efficient and makes adjustments when necessary to make the process a positive experience for the donor. Troubleshoot equipment failures. Created incident documentation, removed and/or replaced equipment from service. Maintainrd alertness to any reaction by donors and assists with reactions or notifies appropriate staff. Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.Required to perform calibrations and verify that maintenance has been performed as outlined in the SOPs. Required to respond to and resolve complex equipment alarms or donor issues.
HR Assistant 1/2021- 5/2021
Valley International Cold Storage
Harlingen TX
Assisted Human Resource department with employee files. Updated new hire employees as well as terminated employees files. Was in charge of recruiting potential employees. I would make outbound calls to potential employees, and set up interviews. I was also in charge of the hiring process as well as orientation for new employees.
R&D Assistant 10/2020-1/2021
Valley International Cold Storage
Harlingen TX
Assisted R&D Chef with recipes. Was in charge of getting in touch with potential customers to place orders for production necessities. Made sure we were fully stocked for recipes being made for potential customers. Provided input on products quality. Chef would provide recipes and I would put it together as well as update any changes made during production.
Quality Control 03/16/2020- 10/2020
Valley International Cold Storage
Harlingen Tx
Performed Pre-operational inspections of the processing lines. Prepped supplies for the production workers needed to maintain health regulations upto date. Advised supervisors of needed procedures to follow HCCAP regulations. Completing the paperwork for each product to maintain customer and state regulations required.
Restaurant Manager 06/23/2019-03/09/2020
Subway Enterprises
Lincoln, NE
As a Store manager I was in charge of two locations within the city. Attended the guest needs and requests. It was my responsibility to make sure the restaurants were in proper running condition. I was in charge of setting up schedules for employees to meet labor and production standards. On a weekly basis there was also a required inventory as well as ordering of product necessary. Guaranteed positive customer experiences and resolved all customer complaints.
Server Trainer/Grill Cook Trainer/Backup Cook/ Quality Assurance. 06/16/2014 to 12/01/2018
Cracker Barrel Old Country Store
Harlingen, TX
Attended to guest needs and requests. I was a server for 1 year before becoming a trainer in the area. I then became quality assurance while still maintaining server trainer position. I was in charge of assisting servers and grill line in maintaining orders to standard. I then became part of the grill team. My persistency offered me a trainer position there as well. I would train new employees on the procedures required to maintain functionality.
Billing Customer Service Representative 08/2012 to 09/2013
Time Warner Cable
Harlingen, TX
Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships. Achieved high sales percentage with consultative, value-focused customer service approach. Regularly sought opportunities to up sell and add on additional merchandise. Took special orders over the phone to generate additional revenue. Generated leads for new sales through telephone and email contact with customers.
PawnBroker 12/2011 to 08/2012
Amigo Pawn and Jewelry
Harlingen, Tx
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Acheived high sales percentage with consultative, value-focused customer service approach. Computed accurate sales prices for purchase transactions. Worked as a team member performing cashier duties, product assistance and cleaning. Prepared and sold broad range of customized merchandise to individuals. Designed and suggested new display ideas to improve accessibility to merchandise. Processed merchandise returns and exchanges. Replenished merchandise shelves with items from the stockroom. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Communicated all merchandise needs or issues to appropriate supervisors. Recommended, selected and helped locate merchandise based on customer needs and desires.
Customer Service Representative 09/2010 to 03/2011
United Healthcare
Harlingen, TX
Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships and earned a reputation for exceeding service goals. Managed quality communication, customer support and product representation for each client. Worked under strict deadlines and responded to service requests and emergency call-outs. Served in the company as bilingual Spanish/English customer service representative. Resolved product/policy issues and shared benefits of new technology. Guaranteed positive customer experiences and resolved all customer complaints. Executed outbound calls to existing customers in regards to their active accounts.
Educational Background
High School Diploma: Graduate 2004 Santa Maria High School Santa Maria Tx USA University of Cosmetology Arts and Sciences 2005
South Texas College Currently enrolled since 08/2023
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