Alejandra Rios
Oxnard,USA
Summary
Dedicated and bilingual Customer Service Manager with over 10 years of progressive experience in customer relations, order fulfillment, and team leadership. Managed high-volume operations, implementing process improvements, and ensuring customer satisfaction. Seeking to leverage expertise and passion for service excellence to contribute to a dynamic organization’s growth and success.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Abrisa Technologies
11.2019 - Current
- Manage all billing operations for credit card and prepay customers, including transaction processing and account reconciliation.
- Oversee collection of past-due accounts and handle escalated customer complaints to ensure satisfaction and retention.
- Develop and implement customer service policies and standards, collaborating with Sales and Production teams for seamless operations.
- Participate and investigate all RMA’s received.
- Conduct audits, analyze customer feedback, and utilize metrics to identify and drive continuous improvement initiatives.
- Assist in training, coaching, and performance management of customer service staff.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Engineering/Sales Technical Support
Abrisa Technologies
08.2015 - 07.2017
- Generated sales leads, prepared quotes, and processed orders, refunds, and exchanges.
- Addressed customer inquiries regarding warranties, terms of sale, and payment information.
- Compiled and analyzed customer data to prepare service reports and improve satisfaction.
- Acted as department gatekeeper, ensuring smooth workflow and communication.
Customer Service Representative
Helix Medical
08.2013 - 08.2015
- Accurately entered and processed over 80 sales orders daily, supporting RMA procedures with timely credit/debit memos.
- Manage high call volumes, resolved escalated concerns, and informed customers of promotions.
- Provided prompt resolution to customer complaints via phone, email, and mail.
Engineering Administrative Assistant
Abrisa Technologies
02.2011 - 08.2013
- Supported quoting, data entry, and sales lead generation for engineering projects.
- Coordinated meetings, travel, and office logistics; maintained vendor relationships and office supplies.
- Created production instructions and verified part costs for manufacturing operations.
- Improved interdepartmental collaboration by serving as a liaison between engineering teams and other departments within the company.
- Proactively addressed potential issues in projects before escalation, collaborating closely with engineers to find solutions.
- Supported quality assurance efforts through meticulous review of engineering plans and specifications.
- Ensured accurate record-keeping by maintaining organized files for drawings, reports, and other technical documents.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Demonstrated excellent customer service skills when interacting with clients, vendors, or partners on behalf of the engineering department.
- Collaborated with engineers to produce high-quality presentations for clients and stakeholders.
- Contributed to successful project completions by monitoring progress against milestones and providing status updates to management.
Pre-K Teacher
Tutor Time
02.2011 - 08.2013
- Designed and led interactive learning experiences for young children, mentoring fellow teachers.
- Ensured compliance with licensing guidelines and company standards for child care.
- Maintained a clean, organized, and engaging classroom environment, fostering communication with parents.
- Assisted and supervised 12-24 children through entire school day.
Education
General Education -
Oxnard College
General Education - undefined
Pacifica High School
Skills
- Customer Service Excellence
- Fluent in English & Spanish
- Team Leadership & Training
- Problem Resolution & Escalation
- Process Improvement
- Detail-Oriented & Flexible
- Ability to Work Under Pressure
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Relationship building
- Microsoft outlook, word, and Excel
- Quality assurance
- Handling escalations
- Account management
- ERP Systems (including Macola)
- Order Fulfillment & Billing
Timeline
Customer Service Manager
Abrisa Technologies
11.2019 - Current
Engineering/Sales Technical Support
Abrisa Technologies
08.2015 - 07.2017
Customer Service Representative
Helix Medical
08.2013 - 08.2015
Engineering Administrative Assistant
Abrisa Technologies
02.2011 - 08.2013
Pre-K Teacher
Tutor Time
02.2011 - 08.2013
General Education - undefined
Pacifica High School
General Education -
Oxnard College
Similar Profiles
Reza ZarlonsReza Zarlons
Marketing Director and Client Retention at Technologies TechnologiesMarketing Director and Client Retention at Technologies Technologies
HEMANTH KUMAR V JHEMANTH KUMAR V J
Senior Officer - Operations at ALLDIGITECH TECHNOLOGIES LTD (ALLSEC TECHNOLOGIES LTD)Senior Officer - Operations at ALLDIGITECH TECHNOLOGIES LTD (ALLSEC TECHNOLOGIES LTD)
Venkata Nagaraju InakolluVenkata Nagaraju Inakollu
Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)
Elizabeth PachecoElizabeth Pacheco
Bookkeeper at Pacheco's Custom WoodworkBookkeeper at Pacheco's Custom Woodwork
Pamela FloresPamela Flores
Executive Assistant to the CFO & CHRO at Reiter Affiliated CompaniesExecutive Assistant to the CFO & CHRO at Reiter Affiliated Companies