Angelina De Luna
Brentwood,California
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in Residential HVAC industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Perfect Star Heating and Air Conditioning
Antioch, CA
11.2022 - Current
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored new employees on procedures and policies to maximize team performance.
- 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.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supported sales team members to drive growth and development.
- Developed strong relationships with customers by providing personalized assistance and support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Contacted customers about potential service upgrades, new maintenance services and account changes.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Strengthened customer retention by offering discount options.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Educated customers on special pricing opportunities and company offerings.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
- Conducted regular outreach to members to ensure their satisfaction with membership benefits.
- Responded promptly to emails or phone calls from current or potential members.
- Provided support to new members in setting up accounts and understanding program features.
- Welcomed both new and existing members to organization by delivering kind greeting upon entrance.
- Monitored online platforms for customer service inquiries related to membership issues.
- Participated in local community events to promote organization's membership programs.
- Collaborated with marketing team to develop strategies for increasing membership sign-ups.
- Developed and implemented membership policies and procedures.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved escalated customer service complaints from members in a timely manner.
- Recorded and maintained files or records of customer requests, work or services performed.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Developed strategies for improving efficiency within the dispatch department.
- Relayed work orders, messages or information using telephones or two-way radios.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Documented services performed, operations information, and dispatch details in system.
- Addressed questions, problems or requests for service or equipment.
- Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
- Worked with routing specialists, route managers and service department to optimize routes.
- Assigned drivers to appropriate routes based on customer needs.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Investigated and resolved customer and vendor issues to retain business.
- Tracked changes in computer system to keep records current and accurate.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Advised personnel about accidents, weather conditions or other hazards.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Participated in team meetings discussing changes in procedures or processes.
- Recorded results of service calls to create report summaries for senior management.
- Monitored changes in delivery schedule and communicated changes to customers.
- Prepared weekly performance reviews for drivers based on their adherence to company standards.
- Reported delays, accidents or other traffic and transportation situations.
- Received and dispatched calls for emergency services.
- Provided timely updates to customers regarding their orders or requests.
- Resolved customer complaints related to service issues or delays.
- Identified locations and needs of callers to accurately send assistance.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Planned and completed group projects, working smoothly with others.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Understood and followed oral and written directions.
- Handled telephone inquiries regarding appointments and work in process.
Machine Operator
Generon IGS
Pittsburg, CA
08.2022 - 11.2022
- Utilized fastening equipment to fasten, package and stack materials and products.
- Ensure that safety guidelines are followed at all times while operating machinery.
- Started up, shut down and checked water and wastewater treatment processes.
- Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
- Keep detailed reports of maintenance activities performed on machinery.
- Observe machine operations to detect any problems or defects in the finished product.
- Executed field service on water main and hydrant repairs, valve maintenance and water meter change-outs.
- Monitored process units and quality control testing performance for plant processes and water quality sampling.
- Unload finished products from machines onto conveyors or other transport systems.
- Prepared machine for production processes by equipping with required tools and parts.
- Responded to and initiated proper corrections to process alarms.
- Perform periodic maintenance on machines such as cleaning and lubrication.
- Documented and recorded critical metrics in database related to pressure, temperature, level and flow data to maintain and update accurate repair logs.
- Maintained assigned equipment and performed daily inspections to increase equipment longevity and cut costs.
- Collaborate with other departments when necessary for successful completion of projects.
- Maintain records of completed work and production data including volume produced and time required for each task.
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Verified production orders prior to starting set-up.
- Inspect finished workpieces to ensure conformance with specifications.
- Read blueprints and job orders to determine product specifications and tooling instructions.
- Replace worn tools, sharpen cutting tools, adjust machinery components.
- Conducted regular safety audits to identify potential hazards or risks within working environment.
- Maintained proper chemical inventories.
- Troubleshoot malfunctions in equipment or processes.
- Operated multiple fabricating machines, cutoff saws, shears and forming or spinning machines.
- Monitor the feed and speed of machines during the machining process.
- Assisted with troubleshooting issues that arose with facility production processes.
- Record production information such as quantities produced and materials used on daily logs.
- Manipulated controls to set, activate and adjust mechanisms on machinery.
- Read and understood blueprints, product specifications, and tooling instructions to plan correct operational sequences and prevent materials waste.
- Monitored and observed production line to watch for pile-ups and jams.
- Adjust machine settings to complete tasks accurately.
- Load raw materials into machines according to specified measurements.
- Documented daily production data and submitted accurate time logs to keep management up-to-date.
- Performed daily inspections of plant systems, identifying potential problems and taking corrective action as needed.
- Lubricated parts and performed minor maintenance to improve machine function.
- Conducted preventable maintenance on process line and quickly resolved production problems to minimize downtime.
- Interpreted results of process control analysis and made adjustments to optimize plant performance.
- Carry out regular safety checks on machinery prior to operation.
- Completed written reports of problems and necessary repairs to forward to management and maintenance personnel.
- Check products for accuracy using measuring instruments such as calipers, micrometers, gauges.
- Established and adjusted feed rates and cutting parameters to keep operations in line with production demands.
- Comply with company policies regarding quality control procedures.
Server
Willy's Bagels & Blends
Brentwood, CA
11.2021 - 08.2022
General preparing and serving food products.
Memorized official and off-menu coffee and tea preparations.
Provided excellent customer service by responding to inquiries quickly and professionally.
Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
Maintained clean and organized workspace, enabling coworkers to locate resources and product.
Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
Collected payments and provided accurate change.
Ground beans for espresso shots according to individual customer specifications.
Prepared and served coffee, espresso drinks, blended coffees and teas.
Managed morning rush of customers daily with efficient, levelheaded customer service.
Developed creative recipes for signature coffees or blended drinks unique to the cafe.
Recommended pastries and sandwiches to pair with customers' beverages.
Stocked shelves with ingredients needed to make coffee drinks.
Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
Stocked customer service stations with paper products or beverage preparation items.
Utilized coffee maker, espresso machine and French press to prepare coffee.
Followed safety procedures while operating machinery such as grinders and espresso machines.
Checked brewing equipment for proper functionality.
Monitored inventory levels of supplies and restocked when necessary.
Sliced fruits, vegetables and meats for use in food service.
Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
Served food and beverages at take-out counters to provide fast service to waiting guests.
Took orders, prepared foods and processed payments in full-service establishment.
Prepared sandwiches using assortment of meats, veggies and other ingredients to meet customer specifications.
Tailored orders to address customer allergies and gluten concerns.
Communicated effectively with coworkers regarding customer service issues or concerns.
Verified orders and bagged items for easy transport.
Kept records of sandwich orders for inventory purposes.
Performed opening, closing duties such as restocking coolers, freezers before closing time.
Assisted in preparing food by cutting, chopping and marinating meats, vegetables and fruits.
Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
Talked pleasantly with customers while taking orders and promoted positive image for business.
Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Maintained clean, well-organized and properly sanitized front counter area to greet customers.
Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
Prepared sandwiches according to customer specifications, including ingredients and condiments.
Prepared sandwiches and salads using quality ingredients and tailored to customer requests.
Followed recipes to cut, chop and combine correct ingredients and quantities to meet quality standards.
Answered guest questions, delivering most accurate and updated information available.
Processed payments on cash register and counted back bills and change to patrons.
Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
Assisted customers with special orders or requests as needed.
Stored food properly to prevent spoilage, cross-contamination and illnesses.
Scrubbed and polished counters to remove debris and food.
Inspected finished product prior to presentation to customers for accuracy in order fulfillment.
Education
High School Diploma -
Liberty High School
Brentwood, CA06-2021
Skills
- Information Security
- Call Management
- Inbound and Outbound Calling
- Data Entry
- Data Collection
- Scheduling
- Report Generation
- Complaint Resolution
- Account Updating
- Appointment Scheduling
- Lead Generation
- Positive and Professional
- Document Control
- Problem-Solving Abilities
- Warranty Service
- Report Preparation
- Courteous Demeanor
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Excel
- ServiceTitan
- MailChimp
- Display NOW
- SharePoint
- SmartSheets
- Adaptive Team Player
- Route Management
- Dispute Resolution
- Computer Proficiency
- Technical Support
- Report Creation
- Call Center Operations
- Complaint Handling
- De-Escalation Techniques
- Proofreading
- Critical Thinking
- Coordination
- Relationship Building
- Membership Processing
- Relationships and Rapport
- Member Service and Support
- Issue Resolution
- Verbal and Written Communication
- Database Management
- Needs Assessment
- Account Management
- Call Documentation
- Customer Service
- Work Prioritization
- Order and Refund Processing
- Inbound Call Management
- Professional Telephone Demeanor
- Transaction Processing
- Multi-Line Phone Systems
- Conflict Mediation
- Customer Account Management
- Teamwork and Collaboration
- Service Upselling
- Professional Phone Voice
- Schedule Mastery
- Calm and Professional Under Pressure
- Credit Card Payment Processing
- Customer Data Confidentiality
Accomplishments
- During my time at Perfect Star Heating and Air Conditioning, I have received numerous promotions and responsibilities. I am currently performing the daily tasks of a Customer Service Representative, Membership Coordinator, and Dispatcher.
- I have recently received the "Shining Star" Award for Perfect Star Heating and Air Conditioning for the year of 2023, for my dedication and work ethic, as well as my ability to complete an exuberant amount of tasks with high efficiency and in a timely manner.
Timeline
Customer Service Representative
Perfect Star Heating and Air Conditioning
11.2022 - Current
Machine Operator
Generon IGS
08.2022 - 11.2022
Server
Willy's Bagels & Blends
11.2021 - 08.2022
High School Diploma -
Liberty High School
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