Customer Service Representative
Resume:
David Marrufo
Cedar Rapids, IA *****
************@*****.***
Professional Summary
Experienced Customer Service Representative with a strong background in retail management and client sales support.
Proven ability to build and maintain strong client relationships, effectively address customer inquiries, and resolve complex issues. Consistently exceeded performance targets for customer satisfaction ratings.
Seeking a challenging role where my exceptional communication, problem-solving, and interpersonal skills can contribute significantly to a successful organization. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Advisor II Customer Service-Bilingual
Concentrix-Cedar Rapids, IA
April 2021 to Present
• Fielded OnStar Spanish and English inbound calls for customer inquiries leading up to and after order placement of OnStar products and services within the United States and Mexico.
• Provided support for multiple internal OnStar departments and channels.
• Used multiple internal systems to accurately serve OnStar customers and provide informed responses.
• Used scripting and probing techniques to evaluate and determine OnStar member needs to tailor effective solutions for new and returning OnStar members. Risk Prevention Specialist Tier 2 (Remote)
TTEC-Sylacauga, AL
September 2019 to April 2021
• Inbound customer service assisting Bank of America prepaid card clients with fraud related issues in the United States.
• Employed problem-solving techniques with the use of risk management tools and software to identify and prevent fraudulent activities such as (ATO), Account Takeover Attempts, Intercepted fraudulent use of unemployment benefits, and other significant fraud indicators.
• Maintained adaptability to address and solve different customer issues as they arose. Sales Associate
The Home Depot-Sylacauga, AL
May 2020 to November 2020
• Key Responsibilities:
• Provided friendly and knowledgeable assistance to customers throughout the store.
• Answered customer questions, located products, and offered product information and demonstrations.
• Helped to clean, organize, and well-stock departments
• Ensure accurate pricing and signage were displayed. Manager of Tire Sales
Firestone Complete Auto Care-Oxford, AL
March 2017 to September 2019
• Store leadership position providing quality customer care in person and on phone.
• Established time management commitments between technicians and customers.
• Responsibilities included customer sales, arranging showroom displays, assisting store management, cross-trained and interacting with store teammates to improve Firestone products and services knowledge.
Assistant Manager
AUTOZONE-Anniston, AL
June 2015 to March 2017
Assisted store customers, managed store hard part areas containing engine parts, engine sensors, brakes, power steering components, belts, etc. Assisted store manager managing the movement and maintenance of store inventory. Participated in arranging all point of purchase areas within the store thereby increasing store appeal and generating maximum sales. Strong automotive parts and automotive technical knowledge. Ability to maintain a flexible schedule. Licensed Insurance Agent
Liberty National Life Insurance Company-Oxford, AL May 2014 to June 2015
• Licensed in the state of Alabama engaged with potential clients to sell life and supplemental health insurance products.
• Assessed insurance needs and recommended suitable coverage options. Assisted clients in completing and submitting insurance applications.
• Managed policy renewals and conducted regular follow-ups with clients.
• Ensured all activities complied with company policies and industry regulations.
• Built and maintained relationships with clients and potential leads to grow business. Comercial Driver
Advance Auto Parts-Chelsea, AL
June 2010 to May 2014
• Delivered parts and/or products to the professional customers in a safe and efficient manner, collected money and picked up customer returns, performed routine delivery vehicle maintenance by checking fluid levels, oil, radiator, transmission, etc.
• Excellent customer service and communication skills, ability to adapt quickly and effectively to changing delivery situations.
Education
Associate's degree in Computer Science
De Anza College - Cupertino, CA
June 1993 to June 1995
Skills
• Technical support
• CRM software
• Retail sales
• HTML5
• Customer support
• Sales
• SaaS
• Technical Support
• Computer hardware
• Live chat
• Desktop support
• Help Desk
• Order management system
• Sales
10+ years
Customer Service
10+ years
Spanish
10+ years
Inbound and Outbound Sales Support
Microsoft Office
Word
Outlook
Translation
Order Entry
Typing
• Store management
• Leadership
• Customer service
• Desktop support
• Construction
• Bilingual
• WordPress
• Customer relationship management
• Microsoft Office
• Sales support
• Insurance sales
• Communication skills
• Zendesk
• Windows
• Relationship management
• Analysis skills
• CSS
Languages
• Spanish - Fluent
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