Hi, I’m
Aileen Delacruz
Richmond ,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
years of professional experience
Work History
Navy Federal Credit UnionSan Diego, CA
Call Center Customer Service Representative
10.2022 - 03.2023
Job overview
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Cotton On GroupSan Diego , CA
Customer Service Call Center Representative
11.2020 - 08.2021
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Referred unresolved customer grievances to designated departments for further investigation.
- Updated system with order specifics and customer details, preferences and billing information.
Footlocker WarehouseSan Diego, CA
Customer Sales and Service Expert
06.2017 - 10.2020
Job overview
- Handled irate customers smoothly to achieve performance targets.
- Offered ongoing support to customers after sales by answering additional questions and resolving issues.
- Received and processed client payments and updated accounts.
- Kept thorough records of customer details and previous sales.
- Submitted orders by referring to price lists and product literature.
- Used consultative sales techniques to overcome objectives during sales presentations.
Education
Touro University CaliforniaVallejo, CA
Some College (No Degree) from Business Administration And Management
National UniversityLa Jolla, CA
Some College (No Degree) from Communication Studies
Health Sciences High SchoolSan Diego, CA
High School Diploma
06.2018
Skills
- Customer Service
- Problem Resolution
- Customer Support
- Account Updating
- Product Merchandising
- Safety Regulations
- Customer Inquiries
- Product Knowledge
- Guest Services
- Bilingual Spanish and English
Timeline
Call Center Customer Service Representative
Navy Federal Credit Union
10.2022 - 03.2023
Customer Service Call Center Representative
Cotton On Group
11.2020 - 08.2021
Customer Sales and Service Expert
Footlocker Warehouse
06.2017 - 10.2020
Touro University California
Some College (No Degree) from Business Administration And Management
National University
Some College (No Degree) from Communication Studies
Health Sciences High School
High School Diploma