Carmen Ronquillo
Phoenix,AZ
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
Work History
Bi-lingual Costumer Representative
Synchrony
Phoenix, Arizona
12.2024 - Current
- Monitored customer accounts for changes or updates.
- Prioritized tasks effectively to meet deadlines.
- Provided product and service information to customers.
- Participated in team meetings to discuss best practices for resolving customer issues.
- Updated job knowledge by participating in educational opportunities.
- Utilized computer systems to access account information, enter notes, and update status codes.
- Demonstrated strong problem solving skills in addressing customer issues.
- Handled difficult or emotional customer situations with empathy and professionalism.
Customer Service Team Lead
Walmart
Phoenix, AZ
07.2019 - 12.2024
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Developed strategies to increase sales volume based on customer feedback analysis.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Analyzed customer feedback data to identify areas of improvement.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
Team Leader
Jack in the Box
Phoenix, AZ
07.2018 - 07.2019
- Developed strategies for problem solving and conflict resolution among team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Created training materials and conducted group trainings on new processes or procedures.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education
GED -
Ombudsman
Phoenix, AZ 10-2023
Some College (No Degree) - Cyber Security
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZSkills
- Customer service
- Account management
- Data analysis
- Sales strategies
- Team leadership
- Performance evaluation
- Conflict resolution
- Microsoft Office
- Computer literacy
- Bilingual communication
- Task prioritization
- Data management
- Social media
- Inbound call answering
- Call handling
- Retail sales customer service
- Call center experience
- Researching
- Email management
Timeline
Bi-lingual Costumer Representative
Synchrony
12.2024 - Current
Customer Service Team Lead
Walmart
07.2019 - 12.2024
Team Leader
Jack in the Box
07.2018 - 07.2019
GED -
Ombudsman
Some College (No Degree) - Cyber Security
Maricopa Community Colleges, Paradise Valley Community College