Adilene Castanon
Fabens ,TX
Summary
Dynamic and results-oriented professional with extensive experience in customer support and problem-solving skills, honed at Sparks Office Solutions. Excelled in call center operations, reducing call handling times and consistently exceeding performance metrics. Skilled in data entry and building rapport, I fostered client loyalty and enhanced service delivery, contributing to a notable increase in customer satisfaction.
Overview
2
2
years of professional experience
Work History
Call Center Representative/ Sales Associate
Sparks Office Solutions
08.2024 - Current
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified upselling opportunities to increase revenue generation.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Cashier
Pilot Travel Centers
01.2023 - 07.2024
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Helped customers complete purchases, locate items, and join reward programs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
Education
High School Diploma - Dental Hygiene
Fabens High School
Fabens, TXSkills
- Customer Support
- Data Entry
- Problem-solving skills
- Customer Service
- Call Center Customer Service
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Communicating with clients
- Customer communications
- Call Control
- Answering questions
- Complaint resolution
- Appointment Scheduling
- Product Knowledge
- Payment Processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
Languages
Spanish
Full Professional
English
Professional Working
Timeline
Call Center Representative/ Sales Associate
Sparks Office Solutions
08.2024 - Current
Cashier
Pilot Travel Centers
01.2023 - 07.2024
High School Diploma - Dental Hygiene
Fabens High School