Azucena Gonzalezpena
Grand Prairie,TX
Summary
Proven Customer Service Representative at Ford Motor Company, adept in conflict resolution and critical thinking, significantly enhancing customer loyalty and satisfaction. Excelled in high-stress situations, leveraging problem-solving abilities and Microsoft Excel proficiency to streamline customer service processes, achieving a notable increase in repeat business.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Ford Motor Company
04.2021 - Current
- 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.
Education
Sunset High School
Dallas, TX05.1995
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Staff Training
- Building rapport
- De-Escalation Techniques
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Dispute Resolution
- Customer Education
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Order Fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account Management
- Spreadsheets
- Staff education and training
- Conflict Mediation
- Proofreading
- Service standard compliance
- Product Promotion
- Document Control
- Brand representation
- Quality Assurance Controls
- Escalation management
- Project management abilities
- Training development aptitude
- Key holder experience
- Shipping procedures understanding
- Delivery Scheduling
- System implementation
- Receiving support
- Call triaging
- Process Optimization
- Record preparation
- Report creation
- Report Preparation
- Credit adjustments
- Promotional support
- Key stakeholder relationship building
- Report Generation
Languages
Spanish
Elementary
Timeline
Customer Service Representative
Ford Motor Company
04.2021 - Current
Sunset High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Documented and resolved [Issue] which led to [Results].
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Achieved [Result] through effectively helping with [Task].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
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