Carlos Michel Zuniga Valencia
Austin
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Enjoy contributing to team environment. People oriented, organizational skills, self-motivated. Proactive in problem solving, able to learn computer functions. Ability to multi-task, ability to affectively relate to a client, and dedicated to customer service. Provide prompt, accurate, and friendly customer service. Maintain a strong work ethic with a total commitment to success each and every day. Proficient with computer work/internet. Fully literate in English/Spanish.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist Rep
Bank of America
01.2015 - 01.2017
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests for products, services, and company information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
Customer Service Desk
Kohl’s Department Store
01.2014 - 01.2015
- Handling Customer Exchanges, Refunds, Complaints
- Answering Customer Phone Calls
- Organizing Merchandize in correct work protocol
- Encouraging and Signing up Store Credit Card for each customer.
- Identified issues, analyzed information and provided solutions to problems.
- Organized and detail-oriented with a strong work ethic.
Telephone Interviewer
Scarborough Research
01.2013 - 01.2014
- Conduct surveys
- Follow strict corporate protocol
- Work in a phone based environment
- Used learned probing skills, addressed interviewee’s concerns, received feedback from coach
- Followed call center protocols when notifying participants of call purpose and use of information.
- Gathered data and insights from participants during telephone interviews.
- Delivered information from script regarding surveys for on-demand phone project assignment.
Shift Manager
McDonalds Corporate
01.2010 - 01.2012
- Developed and maintained relationships with customers and suppliers through account development.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Tracked receipts, employee hours, and inventory movements.
- Kept employees operating productively and working on task to meet business and customer needs.
Cashier/Cook
Little Caesars Pizza
01.2009 - 01.2010
- Cashier- handled large amounts of money
- Accuracy with cash, credit, and checks
- Cook- accurate with food safety and guidelines
- Prepping fresh food daily
- Keeping a clean environment
- Customer service- Delivering fast and accurate orders
- Approaching customers in a friendly manner
- Making the customer feel welcome and serving them quickly
- Critical Problem solving with complaints
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
Associate of Arts - Criminal Justice
San Antonio College
San Antonio, TXMedical Assistant - Nursing
Concorde Career College
San Antonio, TX01-2017
Skills
- Money Handling
- Order Filing
- Inventory Management
- Customer Satisfaction
- Complaint Handling
- Supervision
- Event Organization
- Independent Operation
- Microsoft Office
- Windows Navigation
- Macintosh Navigation
- Adobe Acrobat
- Customer retention
- Regulatory compliance
- Price quotes
- Complaint resolution
- Problem resolution
- De-escalation techniques
- Excellent written and oral communication
- Call center experience
- Customer relationship management
- Project management
- Telephone etiquette
- Good communication skills
- Complaint handling
- Customer relations
- Account management
General Office Experience
- Answering phone calls
- Organizing Events
- Conduct interviews
- Filed documents
- Run errands
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Customer Service Specialist Rep
Bank of America
01.2015 - 01.2017
Customer Service Desk
Kohl’s Department Store
01.2014 - 01.2015
Telephone Interviewer
Scarborough Research
01.2013 - 01.2014
Shift Manager
McDonalds Corporate
01.2010 - 01.2012
Cashier/Cook
Little Caesars Pizza
01.2009 - 01.2010
Associate of Arts - Criminal Justice
San Antonio College
Medical Assistant - Nursing
Concorde Career College
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