Armanda Castillo
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
29
29
years of professional experience
1988
1988
years of post-secondary education
Work History
Senior Customer Service Representative
Freedom Designs
Simi Valley
07.1997 - Current
- Managed customer inquiries through phone and email communications effectively.
- Resolved issues by collaborating with team members and cross-departments.
- Trained new representatives on customer service protocols and company policies.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Tracked orders through shipping companies' websites until they reached their destination.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Mentored junior team members and managed employee relationships.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided technical support to customers via phone, email and chat.
Education
Chatsworth High
Chatsworth, CASkills
- Customer relationship management
- Technical support
- Product knowledge
- Issue resolution
Languages
Spanish
Professional
Timeline
Senior Customer Service Representative
Freedom Designs
07.1997 - Current
Chatsworth High