Customer Service Solutions Specialist

Vanessa Perez

408-***-**** *************@*****.*** San Jose, CA 95131

SUMMARY

Knowledgeable Solutions Specialist with 10 years of experience in wireless sales and promotions. Flexible and focused team player with expertise in customer service. Strong upselling and cross- selling abilities with effective customer engagement skills. SKILLS

Teamwork and Collaboration

Troubleshooting Network Issues

Verbal and Written Communication

Interpersonal Skills

Technical Troubleshooting

Documentation Development

Customer Service Support

Multitasking and Prioritization

Organizational Skills

Customer Service

Resolving Problems and Incidents

Help Desk Support

Attention to Detail

Opening and Closing Procedures

Salesforce CRM Experience

Product Knowledge

Safety Regulations

Customer Relationship Management

Diagnosing Device Issues

EXPERIENCE

Solutions Specialist, Verizon, October 2015-Current San Jose, CA

Resolved customer account and billing problems.

Made targeted product and service recommendations based on customer needs. Troubleshot customer devices and diagnosed malfunctions. Mitigated obstacles efficiently to improve overall customer satisfaction ratings. Optimized operational productivity while collaborating with senior leadership to share and implement process improvements.

Set up appointments for additional support.

Streamlined processes in collaboration with department team members. Strengthened workflow process by effectively recruiting and training employees to ensure optimal productivity.

Increased productivity and sales revenue by 90% through change methodology. Evaluated productivity and employee performance to minimize process discrepancies. Sales Representative, Sprint, February 2014-November 2015 San Jose, CA

Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.

Contacted new and existing customers to outline benefits of products. Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.

Improved overall customer purchasing experiences to promote steady revenue. Answered product questions with up-to-date knowledge of sales and promotions. Demonstrated product features to align with customer needs. Created and implemented store displays, promoting sales and growth. Developed customized sales techniques to successfully sell and upsell services to new and existing clients.

Developed key customer relationships to increase sales. Store Host, Sprint, February 2014-November 2015

San Jose, CA

Offered friendly greetings and assistance to incoming customers. Watched entering and leaving guests for suspicious behavior. Maintained safe and professional entry areas for positive appeal to every customer. Looked in carts and bags to check merchandise against receipts. Provided assistance to front-line cashiers during busy time periods. Arranged and organized store merchandise and supplies. Activated and deactivated item security tags.

Organized store by returning merchandise to proper areas and restocked displays. Stocked shelves and supplies and organized displays to focus customer attention on specific items.

Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.

Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.

Recommended merchandise to customers based on needs and preferences. Educated customers on product and service offerings. Supervisor, Hollister Super Inc, September 2011-February 2014 Hollister, CA

Operate cash register for payroll, credit/debit, cash with 100% accuracy Completed opening/closing shifts with efficiency and accuracy, resulting in 100%. Resolved customer complaints and adjusted policies to meet changing needs. Established and enforced clear goals to keep employees working collaboratively. Complied with company policies, objectives and communication goals. Provided ongoing training to address staff needs.

Coached staff members to develop long-term career goals. Responded to customer questions regarding products, prices and availability. Reviewed completed work to verify consistency, quality and conformance. Identified needs of customers promptly and efficiently. Enforced company policies, answered coworkers' questions and trained new personnel. EDUCATION

Associate of Arts

Business Administration, Strayer University, Washington DC June 2024 High School Diploma

San Benito High School, Hollister CA February 2012 ACCOMPLISHMENTS

Graduated with 3.6 GPA

Won Winners Circle via Verizon

LANGUAGES

English:

Professional

Spanish:

Professional

REFERENCES

References available upon request.

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