Service Representative Advocate
Resume:
CLAUDIA VERÓNICA AVILEZ
CONTACT
***************@*****.***
**** * ******* *** **** B, Ontario, Ca
PROFESSIONAL SUMMARY
Hardworking and reliable Customer
Service Representative focused on going
above and beyond to support team and
serve customers. Trained in Answering
Calls and offering top-notch problem
solving abilities. Motivated to continue to
learn and grow as Customer
Service Professional.
SKILLS
Outbound calling
Issue research
Product knowledge
Process transactions
Complaint documentation
Problem resolution
Product and service knowledge
Shipping and receiving understanding
Sales transactions
Estimating
Refunds processing
Customer service excellence
Inbound call answering
Investigate claims
LANGUAGE
Spanish, level of proficiency: conversational
EXPERIENCE
BILINGUAL (SPANISH) CUSTOMER SERVICE SPECIALIST Mar 2020 Current Furniture Ave, Santa Ana, California United States Answer inbound calls to greet and assist customers with various needs and questions. Provide solutions, recommendations, and replacements with empathy and positive feedback. Conduct follow-up calls at customer locations. Monitor and resolve product and service issues promptly.
Issue refunds, merchandise exchanges, and price adjustments in compliance with company policies. Assist associates with problem resolutions. Arranged for pick up and delivery of damaged or delayed merchandise. Advised customers on merchandise status delays. Handle escalated callers constructively to provide positive outcomes for members. Communicate new and relevant information to customers. Research assistance requested and offered accurate information to resolve issues and respond to inquiries using problem solving techniques.
Use up selling and cross-selling techniques to provide solutions to customer issues. Assist with special requests and concerns.
Respond to customer questions and complaints and documented consumer communications with follow up solutions.
Implement best practices in fostering exceptional customer care support and satisfying customers. Deliver high level of service and support to customers as company ambassador. Answer calls or emails from customers. Followed up on promises per customer request. Utilize computer systems to research and record account information. Place outbound calls to existing members to provide additional services.
Complete sales payments, refunds, exchanges, and issue store credit. Prepare order sheets, send out invoices, and statements for payments. Address customer concerns, complaints, and resolve issues promptly. Route inquiries or escalated calls outside area of expertise to appropriate department or employee.
Communicate and follow up with prospective members via phone or email. Communicate with clients over phone, in-person, or email.
Complete paperwork associated with merchandise, price adjustments, customer returns, and cash register operation.
De-escalate customer complaints using specialized communication techniques. Document member issues to implement proper service and solutions. BILINGUAL (SPANISH) OPTOMETRY RECEPTIONIST/ASSISTANT Feb 2016 Dec 2018
Sally Oeung OD, Garden Grove, California United States Shared information about office hours, procedures, and requirements to resolve walk-up and telephone questions.
Used clerical abilities to support needs of office staff and back up administrative team members. Conflict management and decision making abilities. Called customers and vendors to set up appointments and obtain info. Picked up, organized, and wiped down reception regularly to keep area professional and clean. Accepted incoming mail and packages.
Added daily tracking details to created personally by Optometry Doctor. Answered incoming office calls over multi-line system and answered questions, took messages, or transferred to desired extensions.
Calculated and quoted rates for customers and documented choices. Greeted everyone with friendly smile and immediate offer of assistance. Resolved guest and staff issues independently by using strong organizational, conflict management and decision-making abilities.
BILINGUAL (SPANISH) CUSTOMER SERVICE ADVOCATE Nov 2014 Dec 2018 Target Corporation, Westminster, California United States Up sold and cross-sold items to customers and consistently exceeded expectations. Used proven techniques to increase sales and promote high- value products. Met and exceeded daily quality service. Engage with customers to understand and resolve issues. Investigated product concerns and communicated with appropriate solutions. departments. Provided Spanish translation for customers.
EDUCATION
ASSOCIATE OF ARTS - MEDICAL ASSISTANT Aug 1993
Bryman College, Anaheim, Ca United States
4.0
Minor in Medical Assistant front/back office.
HIGH SCHOOL DIPLOMA - GENERAL Jun 1992
Huntington Beach High School, Huntington Beach, CA United States C
A
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