Angelica Armenta
Houston,Texas
Summary
Hardworking team leader possesses extensive knowledge of customer service processes and best practices, with a proven track record of success in effectively training and motivating customer service teams. Skilled in building positive relationships with customers, understanding customer needs, and resolving customer service issues with professionalism and efficiency. Committed to providing exceptional customer service and fostering customer loyalty.
Overview
3
3
years of professional experience
Work History
CUSTOMER SERVICE SUPERVISOR
Alorica
12.2022 - Current
- Resolved escalated customer issues with patience and understanding
- Trained customer service representatives on customer service standards, policies, and procedures
- Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner
- Maintained up-to-date knowledge of changes in products or services offered by the company
- Implemented best practices for handling difficult conversations with customers while maintaining professionalism
- Provided accurate information to customers on merchandise return policies, refunds and warranty repairs
- Coordinated with other departments to ensure customers received accurate information about products or services
- Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively
- Assisted customers via phone calls, emails or online chats while delivering exceptional customer service.
ANSWERING SERVICE OPERATOR
Ext 19 Answering Service
07.2022 - 12.2022
- Utilized problem-solving skills to identify root cause of customer complaints quickly
- Processed orders placed over the phone efficiently while ensuring accuracy of data entered into system
- Monitored incoming calls, transferred calls, took messages, and responded to inquiries promptly
- Maintained up-to-date records of all conversations with customers using the computer system
- Demonstrated excellent interpersonal and communication skills to effectively handle customer issues
- Adhered strictly to applicable laws and regulations governing privacy of personal information shared by customers
- Updated customer accounts regularly based on their changing needs or preferences
- Assisted in training new staff on proper phone etiquette and answering service procedures
- Recorded customer details into database accurately for future reference
- Prioritized tasks and managed multiple calls simultaneously with efficiency
- Evaluated effectiveness of customer service programs by gathering feedback from clients
- Provided friendly customer service by greeting callers in a courteous manner.
CUSTOMER SERVICE
Villa Serena Community
05.2022 - 07.2022
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Worked with coworkers to complete tasks
- Responded quickly to meet customer needs and resolve problems
- Participated in ongoing training to enhance own job skills and knowledge
- Met deadlines while maintaining high-quality deliverables
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite
- Troubleshot minor problems and reported larger technical issues.
Sales Associate Specialist
Champs Sporting Goods
07.2021 - 04.2022
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Consistently maintained store cleanliness and visual appeal, ensuring an inviting atmosphere for customers.
- Developed a comprehensive understanding of product offerings and effectively communicated this knowledge to potential buyers, helping them make informed decisions.
- Greeted customers and helped with product questions, selections, and purchases.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered questions about store policies and addressed customer concerns.
- Contributed to a positive work environment by collaborating with team members and offering support when needed.
- Stayed up-to-date on industry trends and competitor activities, adjusting sales tactics accordingly for continued success.
Education
Bachelor Of Arts For Teaching - Elementary Education
Lonestar College
Houston, TexasSkills
- Customer Service
- Special Assignments
- Account Management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
CUSTOMER SERVICE SUPERVISOR
Alorica
12.2022 - Current
ANSWERING SERVICE OPERATOR
Ext 19 Answering Service
07.2022 - 12.2022
CUSTOMER SERVICE
Villa Serena Community
05.2022 - 07.2022
Sales Associate Specialist
Champs Sporting Goods
07.2021 - 04.2022
Bachelor Of Arts For Teaching - Elementary Education
Lonestar College