Customer Service Contact Center
Resume:
Mary Castaneda Chandler, Arizona
************@*****.***
Objective
I am seeking a position that will offer new professional challenges and will allow me to use my prior experience, current skills, and enhance my opportunity to further develop professionally. With a background in contact center and specific skills learned throughout my career journey,, I am looking to expand my growth. SKILLS
Strong communication skills, both written and verbal. Excellent problem-solving and analytical skills. Ability to work independently and as part of a team. Ability to learn quickly. SOE, SAP, CRM, Excel, Outlook, Sales Force, Windows, Microsoft Office, Internet Discovery, Accelerator, Box.
EXPERIENCE
MGC Pure Chemicals America, Mesa AZ — Customer Service Administrator
March 2024 - Current
Manage customer service operations, provide support, resolve issues, and build customer relationships to ensure satisfaction, often acting as the first point of contact for customers.
● Answering customer inquiries and complaints via phone, email, or chat.
● Handling customer escalations and ensuring timely resolution of issues.
● Providing accurate information and solutions to customer questions.
● Processing orders, updating records, and managing customer data.
● Coordinating with other departments to resolve customer issues.
● Maintaining customer records and documentation.
● Ensuring a positive customer experience and exceeding expectations.
● Tracking customer feedback and identifying areas for improvement.
● Building and maintaining strong customer relationships. Grainger Industrial Supply, Mesa AZ — Seller Support Specialist June 2017 - March 2024
Ensured high-quality customer service, identified areas for improvement, and contributed to customer retention by monitoring interactions, providing feedback, and implementing training programs.
● Respond to seller inquiries via various channels (email, phone, chat).
● Address questions related to account setup, product listing, inventory management, and sales performance.
● Investigate and resolve issues such as payment problems, shipping inquiries, and policy violations.
● Maintain a positive and professional demeanor, ensuring a high level of customer satisfaction.
● Diagnose and troubleshoot technical, operational, or system-related problems faced by sellers.
● Propose and implement solutions to address seller issues and improve the overall platform experience.
● Escalate complex issues to appropriate teams for further investigation and resolution.
Aetna (CVS Health), Remote —Customer Service Representative June 2006-Jun 2017
● Assist members with benefit questions, claims, and prior authorizations through inbound phone support.
● Document call outcomes accurately and maintain compliance with company and HIPAA guidelines.
● Upsell services such as wellness programs and supplemental coverage when applicable.
● Regularly meet or exceed call quality, resolution time, and satisfaction goals.
● Work effectively in a remote setting, managing multiple applications and systems simultaneously.
EDUCATION
South Puget Sound Community College, Olympia WA — GED
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