Adriana Asturias-Huerta
El Paso,TX
Summary
Dynamic professional with a proven track record at State Farm, excelling in customer service and problem-solving. Skilled in conflict resolution and data entry, I significantly enhanced customer loyalty and operational efficiency. Leveraging active listening and critical thinking, I fostered positive client relations, leading to a notable increase in repeat business.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Remote)
State Farm
Bonney Lake, WA
08.2014 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Juice Barista/Front Desk Receptionist
Bally's Total Fitness
Downey, CA
04.2006 - 04.2012
- Supported company initiatives such as seasonal promotions or special events through enthusiastic participation in marketing efforts like signage updates or social media postings about daily specials.
- Contributed to team success by effectively collaborating with coworkers during busy periods, ensuring smooth operations and reduced wait times for customers.
- Assisted in training new hires by sharing knowledge of company policies, product offerings, and customer service best practices, helping newcomers feel confident in their roles.
- Enhanced efficiency in the workspace by maintaining a clean and organized work area, ensuring quick service and optimal cleanliness for patrons.
- Showcased a strong work ethic by consistently arriving punctually for shifts and maintaining a positive attitude throughout all interactions with colleagues and patrons.
- Maintained inventory levels by monitoring stock and notifying management when supplies were running low, preventing potential shortages or delays in service.
- Increased repeat business by establishing rapport with customers, remembering regulars'' favorite orders, and providing personalized service.
- Streamlined order processing through accurate recording of customer orders while paying attention to specific requests or dietary restrictions.
- Promoted a positive atmosphere within the workplace through friendly interactions with coworkers, fostering an enjoyable environment for both staff and patrons.
- Improved customer satisfaction by crafting delicious and visually appealing juice blends tailored to individual preferences.
- Upheld a safe environment for both staff and customers by adhering to safety guidelines regarding equipment usage and promptly attending to any spills or hazards on the floor.
- Stayed informed on industry trends like popular superfood ingredients or emerging flavors to add value to conversations with patrons interested in expanding their palate or trying something new.
- Boosted sales through engaging with customers and providing knowledgeable recommendations on juice combinations based on their taste preferences and health goals.
- Enhanced overall presentation of products with creative garnishing techniques, attracting new customers and increasing interest in specialty offerings.
- Streamlined administrative tasks, such as enrollment paperwork, billing procedures, and attendance records, for increased efficiency.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming professionally , knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Participated actively in weekly staff meetings to discuss ways of improving operations, contributing ideas that led to increased efficiency or improved customer satisfaction.
Education
Medical Assistant Certification - Medical Assistant
North Orange County Community College District
Anaheim, CA03.2012
High School Diploma -
Downey Adult School
Downey, CA06.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint resolution
- Client Relations
- Complaint Handling
Certification
- Licensed in Life/ Health/ Property and Casualty
Languages
Spanish,
Native or Bilingual
Timeline
Customer Service Representative (Remote)
State Farm
08.2014 - Current
Juice Barista/Front Desk Receptionist
Bally's Total Fitness
04.2006 - 04.2012
Medical Assistant Certification - Medical Assistant
North Orange County Community College District
High School Diploma -
Downey Adult School