Aurea Popoca
DeSoto,Texas
Summary
Motivated Customer Service Manager with over 10 years of service experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Dedicated to bringing my best to the company/organization. Passionate about building strong customer relationships, driving brand loyalty and increasing customer engagement. Personable and professional communicator with fluency in Spanish. Experience delivering customer service and administrative excellence. Excels in calendar management, scheduling, data entry and database administration.
Overview
9
9
years of professional experience
Work History
Administrative Assistant
LifeSeasons
09.2023 - Current
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Created and maintained databases to track and record customer data.
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
Customer Success Representative
LifeSeasons
06.2023 - Current
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Manager
ADT
09.2020 - 10.2022
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Led daily, weekly and monthly coaching and feedback sessions
- Provided training for new employees
- Point of contact for 3rd shift Customer Service Unit
Customer Service Rep-LDP
Protection one/ADT
05.2017 - 09.2020
- Respond to calls in a timely manner and provide excellent customer service
- Strive for quick conflict resolutions
- Take escalation calls and ensure customers are satisfied
- Peer coaching new hires
- Provided workshops on first contact resolutions every month for different teams.
Seasonal Customer Service Rep
Neiman Marcus
10.2015 - 01.2016
- Take online orders from customers
- Transfer to Credit services for assistance with credit cards
- Assist customers through online chats.
Education
Diploma -
Desoto High School
05.2010
Skills
- Policy/Account Changes
- Able to work independently
- Experience with Microsoft PowerPoint and Excel
- Fast learner
- Time management skills
- Excellent communication skills
- Office Administration
- Data Entry
Timeline
Administrative Assistant
LifeSeasons
09.2023 - Current
Customer Success Representative
LifeSeasons
06.2023 - Current
Customer Service Manager
ADT
09.2020 - 10.2022
Customer Service Rep-LDP
Protection one/ADT
05.2017 - 09.2020
Seasonal Customer Service Rep
Neiman Marcus
10.2015 - 01.2016
Diploma -
Desoto High School
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