Antonia Marquez
Albuquerque,USA
Summary
Customer-focused professional with strong communication and problem-solving skills seeking a customer service role where I can deliver positive experiences, resolve inquiries efficiently, and build lasting customer relationships. Committed to maintaining professionalism, handling high-volume interactions, and supporting company goals through reliable and empathetic service.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
Albuquerque, NM
05.2018 - Current
- Delivered exceptional customer service by resolving inquiries promptly and accurately to enhance customer satisfaction.
- Coordinated with team members to address complex issues, fostering a collaborative approach to problem-solving.
- Managed account updates and documentation, adhering to compliance standards for quality assurance in service delivery.
- Cultivated positive relationships with customers through attentive communication and personalized support during interactions.
- Streamlined processes for handling escalations, improving response times and overall customer experience significantly.
- Advocated for customer needs by gathering feedback and collaborating on solutions that drive improvements in services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Advocate/ New Accounts Advocate
Alliance Data
Rio Rancho, NM, USA
10.2014 - 05.2018
- Answering inbound calls while: Identifying and resolving any escalated customer concerns in a timely and professional manner, and responding as appropriate.
- Cultivated trust and collaboration by prioritizing customer needs and supporting team objectives.
- Resolved customer inquiries and meticulously documented account information to ensure adherence to compliance and quality standards.
- Reviewed and verified credit card applications submitted by store representatives and customers to ensure compliance with company standards.
Customer Care Account Services Specialist
Sprint
Rio Rancho, New Mexico, USA
12.2012 - 10.2014
- Responsible for improving customer retention through programs and services provided to the customer.
- Works extensively with the customer to resolve billing problems, account activation, and technical issues in an effort to retain their service/relationship with Sprint.
- Diagnose and resolve technical problems with mobile devices, service, and network issues.
- Evaluated complex issues and coordinated escalation to designated technical or senior support teams for effective troubleshooting.
- Maintained accurate customer records by systematically recording detailed notes on interactions to support relationship management.
Education
Bachelor of Science - Business Management
University of Phoenix
Albuquerque, New Mexico, USA05.2021
Associates of Arts - Children, Youth and Family Development
Central New Mexico
Albuquerque, New Mexico, USA08.2011
Skills
- Managed high-volume inbound and outbound calls, assistedcustomers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated effective communication through active listening techniques
- Facilitated effective problem resolution strategies to enhance operational efficiency
- Input data accurately into systems to support team operations Assist in maintaining organized records for efficient retrieval Collaborate with colleagues to streamline data entry processes
- Demonstrated advanced proficiency in various computer applications and software systems
- Utilized Microsoft Outlook to manage daily communications Supported team members by organizing shared calendars and coordinating appointments Assisted in maintaining organized email correspondence for improved workflow
- Assisted in resolving conflicts through effective communication techniques Supported team members in managing stressful situations Facilitated discussions to promote understanding and cooperation
- Provided technical assistance to users, resolving issues efficiently Supported troubleshooting efforts for hardware and software problems Guided customers through setup and installation processes
- Assisted in driving product sales through effective customer engagement strategies Supported team members in achieving sales targets by providing necessary resources Contributed to maintaining product knowledge to enhance customer interactions
- Processed payments efficiently to support daily operations Assisted customers with payment inquiries and issues Maintained accurate records of transactions and reconciliations
Timeline
Customer Service Representative
Southwest Airlines
05.2018 - Current
Customer Service Advocate/ New Accounts Advocate
Alliance Data
10.2014 - 05.2018
Customer Care Account Services Specialist
Sprint
12.2012 - 10.2014
Associates of Arts - Children, Youth and Family Development
Central New Mexico
Bachelor of Science - Business Management
University of Phoenix