Amanda Sisneros
Albuquerque,NM
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Aston Carter
Albuquerque , New Mexico
05.2023 - 01.2024
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Reviewed accounts to determine payment plan compliance.
- Tracked and reported on collections activity and performance metrics to management.
- Utilized technology tools such as databases and spreadsheets to manage enrollment data efficiently.
- Greeted customers, verified their identity, and assisted them with enrolling in the program.
- Performed financial calculations for amounts due, interest charges and balances.
- Tracked and reported on scheduling errors or issues, implementing corrective actions as needed.
Customer Support Representative
Concentrix
Rio Rancho, NM
08.2021 - 02.2023
- Consulted with customers regarding needs and addressed concerns.
- Identified support trends from calls and reported information to management to help coordinate proactive responses.
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
- Identified ways to streamline common requests and improve support processes to better serve customers' needs.
- Troubleshot, resolved or escalated technical issues based on individual customers' needs.
- Responded quickly to customer inquiries, needs and problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Audited customer account information to identify issues and develop solutions.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
Customer Service Representative
S&P Data
Rio Rancho, NM
04.2020 - 05.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
Direct Support Staff Member
opti health
Albuquerque, NM
11.2018 - 01.2020
- Maintained clean and well-organized environment for client happiness and safety.
- Transported clients to doctor's appointments and errands.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Tracked and reported clients' progress based on observations and conversations.
- Followed care plan and directions to administer medications.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Supervised medication administration, personal hygiene and other activities of daily living.
CUSTOMER SERVICE REPRESENTATIVE
LOWE’S CALL CENTER
03.2016 - 02.2018
- Troubleshooting
- Problem solving, customer complaints, assisting customers with purchase and routing calls
- Communicating with other major companies regarding customer’s product purchases
- Provided an elevated customer service experience to generate loyal clientele.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
CAREGIVER | NORTHRIDGE ASSISTED LIVING
07.2015 - 03.2016
- Caring for residents, transfers with and without Hoyer, Hygiene including changes and showers, assistance with medication, monitoring vitals, transports.
CUSTOMER SERVICE REPRESENTATIVE
ABQRIDE
06.2014 - 07.2015
- Scheduling rides for Sun Van riders
- Problem solving bus routes, route delays, customer complaints and routing calls
- Directions within Albuquerque city limits
- Provided an elevated customer service experience to generate loyal clientele.
CUSTOMER SERVICE REPRESENTATIVE
MVD EXPRESS
07.2012 - 05.2014
- Helping clients obtain a New Mexico Driver’s License, New Mexico State Issued Identification cards, verifying vehicle insurance, reinstating registration, first time driver’s road and written testing, answered questions regarding New
- Mexico Driver’s regulations, Cash and credit card transactions.
CAREGIVER/MED TECH, INTELLICARE, LLC
03.2003 - 01.2012
- Caring for residents, transfers with and without Hoyer, Hygiene including changes and showers, assistance with medication, monitoring vitals, transports.
Education
High School Diploma -
Sunset High School
Las Vegas, NV05.2013
Skills
- Skills & Abilities
- Customer and personal service
- Clerical 50 wpm
- Reading Comprehension
- Active Listening
- Public Speaking
- Critical Thinking
- Judgement and Decision making
- Persuasion/Negotiation
- Active learning
- Monitoring
- Personal and Human Resources
- Telecommunications
- Management of personal resources
- Time Management
- Tracking and Documentation
- Organizational Skills
- Hardware and Software Repair
- Verbal and Written Communication
- Teamwork and Collaboration
- Analytical and Methodical
- Help Desk Support
- Technical Troubleshooting
- Error Detection
- LAN and WAN Assessment
- Problem-Solving
- Device Installation
- Customer Communication and Empathy
- Conflict Resolution
- Friendly and Patient
- Remote Technical Support
Languages
Timeline
Customer Service Representative
Aston Carter
05.2023 - 01.2024
Customer Support Representative
Concentrix
08.2021 - 02.2023
Customer Service Representative
S&P Data
04.2020 - 05.2021
Direct Support Staff Member
opti health
11.2018 - 01.2020
CUSTOMER SERVICE REPRESENTATIVE
LOWE’S CALL CENTER
03.2016 - 02.2018
CAREGIVER | NORTHRIDGE ASSISTED LIVING
07.2015 - 03.2016
CUSTOMER SERVICE REPRESENTATIVE
ABQRIDE
06.2014 - 07.2015
CUSTOMER SERVICE REPRESENTATIVE
MVD EXPRESS
07.2012 - 05.2014
CAREGIVER/MED TECH, INTELLICARE, LLC
03.2003 - 01.2012
High School Diploma -
Sunset High School