Carmen Rios
Summary
Observant Undergraduate Research Assistant with commitment to hard work and knowledge regarding all areas of Psychology. Responsible participant in research activities promoting critical thinking and communication.
A motivated individual looking to have an influence in this world by applying the skills and experience acquired through working with others.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Charter Communications, Spectrum
04.2022 - Current
- Acknowledging the customer's concerns regarding their monthly billing statement.
- Specialized in assisting the customer in setting up plans and services to best suit their needs.
- Provided a thorough explanation of any recent or upcoming changes in their services and exhausting all possible options for every request.
- Ensuring that an efficient workflow is maintained to help all customers receive the assistance that is needed at the end of each and every day.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Technical/Inside Sales Representative
Continuum Global Solutions
06.2020 - 03.2021
- Provided technical support for customers looking for assistance in troubleshooting for their cable and internet equipment
- Addressed customers' concerns on the setup and safety of their equipment for in home use as well as on the go wi-fi hotspot locations
- In charge of setting up appointments for customers interested in looking to have equipment set up or replaced after all troubleshooting steps had been exhausted
- Assisted customers in setting up packages including insurance for their equipment as well as for additional services such as troubleshooting for personal equipment not associated with their cable and internet services.
- Managed friendly and professional customer interactions.
Owner/Manager
Aqua Nation Pool & Spa Services
06.2016 - 06.2020
- Strengthened existing customer relationships through extensive communication
- In charge of supervising a weekly schedule of ongoing projects and making sure that deadlines are met by checking on clients and their needs
- Immediately addressing issues with customers ensuring that all needs are met and resolved in a timely manner
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Managed workflow to exceed quality service goals.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Conducted target market research to scope out industry competition and identify advantageous trends.
Customer Service Representative
Convergys
03.2014 - 07.2014
- Assisted customers with troubleshooting steps for their cell phone devices as well as with their Internet services
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responsible for providing the highest level of customer support and building rapport with each and every customer to ensure the best quality of customer and sales services
- Going above and beyond for each and every customer as the customer was and is top priority in any setting
- In doing so, reaching a high level of satisfaction through surveys at the end of each call was part of customer satisfaction and the outcome of maintaining a high level of customer support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
Customer Service Representative
GC Services
07.2011 - 03.2014
- (RETAIL ELECTRIC BUSINESS SERVICES)/ FCR (FIRST CALL RESOLUTION, DEPARTMENTS
- Specialized in setting up temporary services for individuals looking to rent, sell, or build a home, apartment complex, business or condominium complexes
- Assisted the customer to find a rate plan to best suit their needs as well as tracking down orders that the customer had placed but were not yet completed and discussing additional services
- Specialized in providing maintenance for accounts with pending balances, deposits and credits as well locating any previous calls recorded in our system to provide crucial information at their request
- Provided excellent customer service to ensure the customer's needs were met at the end of each day
- Provided customers with general information regarding their services, the transfer of services, and additional packages for their electricity services using the tools and information acquired through training for this position.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Chat Customer Service Representative,
GC Services
07.2011 - 03.2014
- Provided excellent customer and sales services for our online customers looking to either begin new services, existing customer, or in some cases returning customers
- Achieved a high sales percentage using a consultative, value-focused customer service approach
- In charge of email inquiries as well as assisting customers with log in information and providing details on their consumption of electricity for their homes and going over any billing or general related inquiries
- Helped achieve a high level of satisfaction when assisting and building up our EvGo customer department (Electronic vehicles)
- Worked to help expand the use of electronic vehicles across the nation for a healthier and cleaner environment in the states of Washington D.C, California, Virginia, Texas, and Maryland
- Helped walk customers through troubleshooting steps for charging their vehicles, minimizing vehicle charging errors and setting up trials for new customers as well as assisting existing customers to create a memorable customer service experience.
Assistant
Robert's Apartments
10.2008 - 03.2011
- (Family owned and operated). Provided assistance with the organization of files, contracts, and maintaining the cleanliness of each individual apartment
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Answered incoming calls, processed requests and relayed messages to appropriate personnel.
- Assisted manager in all aspects of business operations.
- Attended to office operations and required paperwork.
- Participated in strategic planning for company growth.
- Handled incoming and outgoing calls with possible tenants as well as current tenants
- Worked to resolve any maintenance issues the tenants encountered and maintained a positive environment to meet all of their needs.
Education
Bachelor of Arts, Psychology - Psychology
New Mexico State University
Las Cruces, NM05.2022
Associate of The Arts - Psychology
New Mexico State University - Dona Ana Community College
Las Cruces, NM12.2019
Skills
- Excellent Time Management Skills
- Strong verbal and written communication
- Analytical Thinking
- Efficient in Word, JASP, Excel
- Crisis Situations
- Active Listening
- Group Activities
- Behavioral Skills Development
- Behavioral Observations
- Mental Health Support
- Database Searches
- Running Experiments
- Analyzing and Synthesizing Data
- Data Entry
Timeline
Customer Service Representative
Charter Communications, Spectrum
04.2022 - Current
Technical/Inside Sales Representative
Continuum Global Solutions
06.2020 - 03.2021
Owner/Manager
Aqua Nation Pool & Spa Services
06.2016 - 06.2020
Customer Service Representative
Convergys
03.2014 - 07.2014
Customer Service Representative
GC Services
07.2011 - 03.2014
Chat Customer Service Representative,
GC Services
07.2011 - 03.2014
Assistant
Robert's Apartments
10.2008 - 03.2011
Bachelor of Arts, Psychology - Psychology
New Mexico State University
Associate of The Arts - Psychology
New Mexico State University - Dona Ana Community College
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