Customer-Focused Sales Associate

Patricia Duron

San Antonio, TX ***** 726-***-**** ****************@*****.***

Sales Associate guiding customers through 36+ device and plan consults per week on mobile device purchases and service updates in a wireless retail setting. Explains device features, plan options, and multiple-carrier service while processing transactions and recommending accessories, device protection, and smart devices. Builds account value through clear product education, customer needs assessment, and add-on sales. Sales Associate, 01/2026 - 07/2026

Premium Wireless – New Braunfels, TX

Guide customers through the mobile buying process. Help customer with their wireless needs, explaining device features and plans options, processing transactions, and upselling add-ons like accessories, device protection, or smart devices. Engage with new and existing customer to update or provide new service with multiple carriers.

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• Built strong customer relationships to enhance satisfaction and loyalty.

• Demonstrated product knowledge to effectively address customer inquiries and drive sales.

• Trained new associates on sales techniques and customer service protocols to ensure consistency. Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

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Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

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• Built relationships with customers to encourage repeat business.

• Managed returns, exchanges and refunds in accordance with store policy.

• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

• Prepared merchandise for sales floor by pricing or tagging.

• Helped customers locate products and checked store system for merchandise at other sites.

• Answered customer questions about sizing, accessories, and merchandise care.

• Provided positive first impressions to welcome existing, new, and potential customers.

• Engaged with customers to build rapport and loyalty. Professional Summary

Work Experience

Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

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• Solved customer challenges by offering relevant products and services.

• Educated clients on current promotional offerings and products using persuasive selling tactics.

• Engaged with customers to effectively build rapport and lasting relationships. Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.

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Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.

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Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.

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Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.

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Customer Retention Specialist, 09/2024 - 12/2025

Ibex Global – New Braunfels, TX

• Retaining customers to continue provide excellent service.

• Customized packages for upgrading a customers service.

• Assessed customer needs and upsold products and services to maximize sales.

• Answered customer questions and addressed concerns, resulting in reduction in complaint calls.

• Educated customers on special pricing opportunities and company offerings. Customer Service Representative, 06/2021 - 02/2024 Spectrum Communications – San Antonio, TX

WORK FROM HOME CUSTOMER SERVICE ASSIST CUSTOMERS WITH APPOINTMENTS AND KNOWLEDGE OF PRODUCTS AND SERVICES. SET APPOINTMENT FOR SERVICE ISSUES CONTACT DISPATCH TO EXPEDITE APPOINTMENT IN EMERGENCY REQUEST. TROUBLESHOOT EQUIPMENT WITH CUSTOMERS TO CORRECT SERVICE ISSUES OVER THE PHONE. ACTIVATE NEW ACCOUNT AND MAKE CHANGES ALONG WITH APPLY PAYMENTS AND CREDIT ON ACCOUNTS. EDUCATION AND ASSIST CUSTOMERS IN UPDATES AND SERVICES ISSUES IN ACCOUNTS.

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Customer Service Representative, 06/2015 - 04/2021 Alorica – San Antonio, TX

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

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• Assessed customer needs and upsold products and services to maximize sales. Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.

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• Educated customers on special pricing opportunities and company offerings.

• Escalated customer concerns, store issues and inventory requirements to supervisors. Trained [Number] new employees each [Timeframe] in procedures and policies in order to maximize team performance.

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• Evaluated customer account information to assess current issues and determine potential solutions.

• Delivered service and support to each customer, paving way for future business opportunities.

• Consulted with customers to determine best methods to resolve service and billing issues.

• Set up and activated customer accounts to maintain QA satisfaction levels. Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

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• Documented conversations with customers to track requests, problems and solutions. Sales / Customer Service, 06/2015 - 04/2021

Alorica – San Antonio, TX

• WORK FROM HOME AGENT

ASSISTING PREVIOUS CUSTOMERS WITH RECONNECTION OF SERVICES AND ACCOUNT ASSISTANTS. PUT ACCOUNT IN GOOD STANDINGS. PROVIDED RESOLUTION FOR ACCOUNTS THAT WERE IN COLLECTIONS TO BECOME ACTIVE AGAIN. HANDLED BILL SENSITIVE INFORMATION ON CUSTOMERS ACCOUNTS, PROCESSED PAYMENTS AND SET UP AUTO BILL PAYMENTS FOR CUSTOMERS.

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• Spectrum

High School Diploma: 05/1996

Somerset High School - Somerset, TX

Business Administration: 02/1999

ST. PHILLIPS COLLEGE - San Antonio, TX

Some College

Client Support Operations: Customer service, Customer complaint resolution, Customer relationship management, Order processing, Data entry Education

Skills

Sales & Account Growth: Sales, Inside sales, Upselling, Cold calling, Lead generation Quality & Performance: Call monitoring, QA scorecards, Quality assurance auditing Revenue Operations: Sales forecasting, Retention strategy, Customer satisfaction metrics Team Coaching: Performance coaching, Escalation matrix development, Schedule adherence Driver's License

Bilingual - Intermediate English

Spanish

• Authorized to work in the US for any employer

DATA ENTRY, INBOUND CUSTOMER SERVICE AND OUTBOUND PHONE SALES, CAN TYPE 35+ WPM, KNOWLEDGE OF WORD AND EXCEL POWER POINT, GENERAL OFFICE PROCEDURES. KNOWLEDGE OF BANKING SERVICES AND HOME EQUITY SERVICES AND LOANS.

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• Computer Skills

• Typing Speed 35 Words Per Minute

• Database Software (Oracle, Access, etc)

• Data Entry Terminal (PDT, Mainframe Terminal, etc)

• Desktop Publishing Software (InDesign, etc)

• EMail Software (Outlook, Thunderbird, etc)

• Graphics or Drawing Software (Photoshop, etc)

• Internet Browser (Internet Explorer, Firefox, etc)

• Networking or Lan Software (Cisco, etc)

Certifications

Languages

Additional Information

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