Customer Service

Amanda De La Rosa

210-***-**** ****************@*****.*** San Antonio, TX

PROFESSIONAL SUMMARY

Results-driven and dedicated customer service professional with a proven track record of delivering exceptional support and cultivating positive client experiences. Possessing years of hands-on experience in diverse customer-facing roles, I thrive in fast-paced environments by leveraging strong communication skills, empathy, and a detail-oriented approach. Recognized for my ability to quickly build rapport, resolve complex issues, and exceed customer expectations. Committed to maintaining high service standards while consistently seeking opportunities for process improvement and contributing to the success of the team.

EXPERIENCE

Fraud Specialist

07/2023 - Present Conduent, San Antonio, TX

• Examined financial data ot identify potential fraud risks and conducted in-depth analysis of transactional patterns.

• Implemented proactive measures to mitigate fraud risks, including reviewing and enhancing existing fraud detection processes.

• Communicated effectively with law enforcement agencies and regulatory bodies when necessary for escalated investigations.

Manager

05/2019 - 06/2023 MMK Holdings, San Antonio, XT

• Addressed customer concerns and ensured high levels of customer satisfaction.

• Ensured smooth day-to-day operations by overseeing processes, workflows, and systems. Identifying areas for improvement and implementing solutions to enhance efficiency.

• Provided regular reports to higher management regarding the company's performance, achievements, and challenges.

Customer Service Representative (SALES) 01/2016 - 05/2019 Alorica, San Antonio, TX

• Handled inbound/outbound calls efficiently, addressing customer inquiries, complaints, and providing accurate information regarding products/services.

• Utilized CRM software to document customer interactions, update records, and follow-up on issues to ensure resolution.

• Resolved customer concerns promptly and effectively, maintaining a high level of professionalism and empathy.

Manager

01/2016 - 05/2019

Pizza Hut, San Antonio, TX

• Oversaw day-to-day operations of the restaurant, managing a team, ensuring excellent customer service, and maintaining high food quality standards.

• Implemented effective scheduling, training, and development programs for staff, resulting in improved performance and reduced turnover.

• Managed inventory levels, controlled costs, and maintained adherence to budgetary goals while ensuring compliance with company policies and procedures.

SKILLS

Team Leadership and Collaboration Problem-Solving and Decision-making Product Knowledge and service offerings De-escalation Techniques Proficient in CRM Software

EDUCATION

High School Diploma

John Marshall High School

I received my high school diploma and I have some college experience.

College experience

I have 45 college credit hours. Ive almost received my associates degree, however I had to stop going due to personal reasons • GPA 3.4

• Letter Grade: B

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