Customer Service Loyalty
Resume:
Sandra Cisneros Waters
Salida, CA ***** 510-***-****
****************@***.***
Summary
Dedicated customer service professional with over 30 years of experience in delivering exceptional support and resolving complex issues. Proven ability to adapt to diverse environments, including remote work and high-pressure customer service roles. Skilled in handling escalated complaints, including regulatory cases, through a strong commitment to problem-solving and customer satisfaction. Adept at using CRM software, working in fast-paced environments, and fostering customer loyalty. Actively seeking a remote customer service position (32-40 hours per week) with a minimum hourly rate of $22.
Highlights
- Remote customer service experience
- CRM software proficiency
- Customer conflict resolution
- Adaptability in fast-paced environments
- Team leadership
- Customer loyalty enhancement
- Strong communication and interpersonal skills
- Problem-solving and critical thinking
- Experience handling FCC-level complaint escalations
Professional Experience
Amazon Tracy, CA
Seasonal Sortation Center Associate 11/2023 – 01/2024
- Enhanced team efficiency through effective collaboration to meet production goals.
- Ensured workplace safety by maintaining a clean and organized environment.
- Adapted swiftly to changing priorities, supporting urgent requests with flexibility.
- Operated pallet jacks and hand trucks to transport materials within the warehouse.
- Followed safety protocols for handling heavy machinery and hazardous materials.
Kaiser Permanente Stockton, CA
Bilingual Call Center Representative 09/2022 – 10/2022
- Assisted Spanish- and English-speaking members with scheduling medical appointments, tests, and vaccinations.
- Verified identity for security compliance and handled sensitive health information.
- Utilized CRM software to accurately document interactions and update account details.
- Resolved customer concerns with empathy, de-escalating situations professionally.
- Note: Left role due to challenges with medical terminology in Spanish.
Sky Global Experts Remote (Las Vegas, NV)
Remote Teleservice Representative 01/2022 – 08/2022
- Provided remote customer service for Edible Arrangements locations in Las Vegas, handling inquiries about promotions, sales, and deliveries.
- Assisted customers in real-time order placement and troubleshooting, ensuring satisfaction.
- Maintained an in-depth knowledge of company products to recommend personalized solutions.
- Effectively resolved customer complaints and contributed to increased sales revenue through upselling and exceptional service.
Pacific Bell/AT&T San Ramon, CA
Customer Service Representative 08/1989 – 02/2018
- Delivered superior customer support by addressing inquiries and ensuring satisfaction.
- Built rapport with customers through active listening and personalized interactions.
- Worked in multiple roles, developing extensive knowledge of products, billing, and account management.
- Handled billing inquiries, payment processing, refunds, and account updates with accuracy.
- Recognized as a subject matter expert due to extensive company knowledge.
- Final role: Office of the President – handled high-level customer escalations, including regulatory complaints filed with the FCC.
- Investigated cases thoroughly, ensuring resolution within the 30-day compliance period.
- Worked closely with legal teams, corporate executives, and government agencies to resolve issues efficiently.
- Maintained professionalism and discretion in high-stakes customer interactions.
Education
University of San Francisco Organizational Behavior (Coursework Completed)
Participated in a program designed for working adults to prepare for management roles. Completed coursework and submitted a thesis, gaining skills in management and organizational behavior. Note: Coursework completed, but degree not awarded.
Languages
- Spanish: Professional proficiency (spoken and written, with limited medical terminology)
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