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Christine Sanchez Carranco
Aurora
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Work Type
Full TimeLocation Preference
RemoteSummary
Customer Care Specialist with extensive experience in delivering high-quality support in retail and contact center environments. Successfully resolves high number of inquiries daily, achieving high customer satisfaction and quality assurance scores while enhancing onboarding processes during peak times.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist
Transworld Systems, Inc.
01.2025 - Current
- Resolve an average of 45+ daily customer inquiries with a high satisfaction rating, contributing to top-tier QA scores across the company
- Maintain top-tier customer satisfaction and quality assurance scores
- Delivered customer support via phone, ensuring accurate payment processing, comprehensive account documentation, and effective technical assistance
- Schedule service orders and resolve inquiries with efficiency and empathy
- Reduce call handling time through efficient troubleshooting and empathetic communication
- Schedule and process service orders with precision and attention to detail, ensuring smooth follow-through and minimal errors
- Achieved recognition for exceptional efficiency in managing call handle times and resolving customer issues.
- Earned leadership recognition for exceeding monthly resolution targets while consistently adhering to company protocols.
Employment Gap
01.2022 - 01.2025
- Took medical leave for critical spine surgeries to ensure recovery and future productivity
Customer Care Specialist
Nordstrom.com
07.2015 - 12.2022
- Delivered multi-channel support for sales and technical issues, resolving customer concerns with empathy and efficiency during high-volume periods, which improved customer satisfaction
- Authored standardized chat and email templates adopted company-wide, streamlining communication and reducing handling time across support channels
- Led seasonal training initiatives and supervised holiday teams, accelerating onboarding and minimizing escalations during peak operations
- Partnered with UX and imaging teams to approve product visuals, enhancing online customer experience and decreasing return rates
Education
Partial Doctorate - Management in Organizational Leadership
Master of Science - Psychology
12-2013
Bachelor of Science - Criminal Justice Administration
11-2011
Associate of Arts - Criminal Justice
07-2009
Skills
- Customer service
- Technical support and troubleshooting
- Multi-channel support
- Fast-paced call center operations
- Operational expertise
- Data entry and documentation
- Microsoft Office proficiency
- Web navigation
- Communication skills
- Complex problem solving
- Empathy and customer satisfaction
- Sales and personal shopping assistance
- Typing speed and accuracy
- Training support and holiday supervision
- Technical skills
- Process improvement awareness
Employment Gap
Medical leave due to emergency spine surgeries, 01/2022, 01/2025
Timeline
Customer Care Specialist - Transworld Systems, Inc.
01.2025 - Current
Employment Gap -
01.2022 - 01.2025
Customer Care Specialist - Nordstrom.com
07.2015 - 12.2022
University of Phoenix - Partial Doctorate, Management in Organizational Leadership
University of Phoenix - Master of Science, Psychology
University of Phoenix - Bachelor of Science, Criminal Justice Administration
University of Phoenix - Associate of Arts, Criminal Justice