Summary
Overview
Work History
Education
Timeline
Skills
Generic

Alexandra Perales

San Antonio,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Sales Activation

Charter Spectrum
San Antonio', Texas
05.2021 - Current
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Mentor agents to better their Score Cards.
  • Assisting other agents with order entry questions, thru Chat and side by side.
  • Increased task yield by pulling tasks in between calls by 50%.
  • Set personal monthly goals for mobile PSU .
  • Collaborated with team members to achieve target results.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Tech Support

Fluid Management
Wheeling, IL
01.2020 - 05.2021
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Schedule Technicians to assist customer requests with new equipment and software installations.
  • Answered over 50 Customer calls per day.

Administrative Assistance

Midline Industry
Mundelein, IL
07.2020 - 01.2021
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed office operations while scheduling appointments for department managers.
  • Optimized organizational systems for payment collections, AP/AR, deposits and record keeping.
  • Coordinated special projects and managed schedules.
  • Provided clerical support, addressing routine and special requirements.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Maintained an ethical and positive working environment to reduce turnover and promote high retention rates.
  • Managed over 50 customer calls per day.

Customer Service Manager

Quality Elevator Products
Niles, Illinois
01.2014 - 07.2019
  • 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.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary and communicating variances to customers.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Investigated and adopted optimal shipping and receiving strategies by selecting best carriers, routes and methods to minimize costs and enhance schedules.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Evaluated performance against goals and implemented appropriate development plans.
  • Interpreted sales and pricing policies to departmental personnel and customers.
  • Met with clients, delivering presentations and educating on product and service features and offerings.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Recruited and hired top performers to add talent and value to department.

Education

Some College (No Degree) - General Studies

Ashworth College
Norcross, GA

High School Diploma -

Roberto Clemente High School
Chicago Il
06.1998

Timeline

Sales Activation

Charter Spectrum
05.2021 - Current

Administrative Assistance

Midline Industry
07.2020 - 01.2021

Tech Support

Fluid Management
01.2020 - 05.2021

Customer Service Manager

Quality Elevator Products
01.2014 - 07.2019

Some College (No Degree) - General Studies

Ashworth College

High School Diploma -

Roberto Clemente High School

Skills

  • Multi-tasking strength
  • Problem-solving skills
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Upselling Products and Services
  • Inbound and Outbound Calling
  • Technical Troubleshooting
  • Data entry
  • Strong Organizational Skills
  • Problem Solving
  • Bilingual in Spanish and English
  • Staff Management

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Alexandra Perales