Brenda Reyes-Quinonez
Denver,CO
Summary
Customer care professional with comprehensive experience in delivering exceptional service and resolving issues efficiently. Demonstrates strong interpersonal and communication skills, ensuring customer satisfaction and loyalty. Excels in team collaboration, adapting to changing needs, and consistently achieving results. Brings expertise in problem-solving, conflict resolution, and customer relationship management.
Overview
12
12
years of professional experience
Work History
Customer Care Expert
Sunrun
07.2020 - 07.2025
- Managed customer inquiries across multiple channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends, driving actionable improvements in service processes.
- Implemented streamlined workflows that increased response efficiency and reduced resolution times.
- Mentored junior team members, fostering a collaborative work environment focused on excellence in service delivery.
- Led initiatives to optimize customer care strategies, resulting in improved operational performance and client loyalty.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Reduced customer complaints by proactively identifying patterns and addressing root causes of recurring problems.
- Conducted regular follow-ups with customers, ensuring their needs were met and any outstanding issues resolved promptly.
- Enhanced customer satisfaction by swiftly resolving issues through effective communication and problem-solving skills.
- Utilized CRM software effectively to track interactions with customers, ensuring accurate data entry for future reference and analysis purposes.
- Demonstrated flexibility by adapting to new procedures and technology as the company evolved, ensuring a seamless experience for clients.
- Achieved high levels of customer satisfaction through empathy, active listening, and clear communication skills.
- Managed high call volume while maintaining a professional demeanor, ensuring timely support for customers in need.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Operations Coordinator
Strive Preparatory Schools
08.2015 - 06.2020
- Coordinated logistics for school events, ensuring seamless execution and stakeholder satisfaction.
- Streamlined communication processes between staff, parents, and students to enhance information flow.
- Developed training materials for new staff, improving onboarding efficiency and consistency.
- Managed inventory of educational supplies, ensuring availability while minimizing waste and costs.
- Implemented tracking systems for student progress data, facilitating timely interventions and support.
- Led cross-functional teams in project planning, aligning goals with operational objectives and timelines.
- Analyzed operational workflows to identify areas for improvement, increasing overall productivity by 20%.
- Mentored junior coordinators on best practices in operations management and strategic planning initiatives.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Provided direction and guidance to internal teams in order to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Contributed to the development of departmental policies and procedures ensuring consistency across the organization.
- Worked with vendors to make purchases and reconcile invoices.
- Negotiated contracts with vendors, securing competitive pricing for goods and services.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Collaborated with permanent staff to ensure continuity of education during absences.
- Utilized educational technology to support interactive learning experiences.
- Monitored student behavior and provided guidance on classroom expectations.
- Adapted instructional materials for various learning styles and abilities.
Senior Customer Representative
Insignia
01.2013 - 08.2015
- Led customer service initiatives, enhancing team performance and client satisfaction.
- Trained and mentored new representatives, fostering skill development and knowledge sharing.
- Managed complex inquiries, ensuring accurate information delivery and customer support.
- Developed strategies for client retention, contributing to long-term loyalty and engagement.
- Monitored service metrics, identifying areas for operational efficiency and quality enhancement.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Assigned and designated job territories to customer care staff according to performance and history.
Education
Certified Residential Electrician -
Penn Foster
Denver, Colorado05-2026
Skills
- Customer relationship management
- Service delivery optimization
- Training and development
- Data analysis and reporting
- Workflow streamlining
- Issue resolution techniques
- Performance metrics monitoring
- Empathetic communication
- Conflict resolution skills
- Quality assurance practices
- Complaint handling
- CRM software proficiency
- Customer service
- Time management
- Inbound customer service
- Active listening
LANGUAGES
Spanish Native
English Native
Timeline
Customer Care Expert
Sunrun
07.2020 - 07.2025
Operations Coordinator
Strive Preparatory Schools
08.2015 - 06.2020
Senior Customer Representative
Insignia
01.2013 - 08.2015
Certified Residential Electrician -
Penn Foster