CATALINA VILLASAEZ
PHOENIX,AZ
Summary
Detail-oriented, quick to respond, and adaptable to changing circumstances. Committed Listening to customer needs, meeting quality standards, and staying up to date on product and service updates are all skills that you should have. Customer-focused Sales Representative with 12 years of experience solving problems for clients. Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success. International sales support Inbound and outbound calling Telephone etiquette Microsoft Office Warehousing functions Computer literate Sales Report preparation Shipping and receiving understanding Customer relations Customer satisfaction Business Development Business Management - Some college (No degree) Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Master Tech, Customer Service
Collins Aerospace Corp.
12.2022 - 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.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Reduced outstanding account balances through diligent follow-up on overdue invoices and negotiating payment arrangements with clients.
- Enhanced customer satisfaction by efficiently processing return requests and maintaining accurate records.
- Conducted thorough investigations of disputed returns claims, working closely with customer service representatives to resolve disputes fairly and efficiently.
Customer Service Team Lead
Collins Aerospace
07.2017 - Current
- Looked at customer account information to figure out what was wrong and how to fix it
- Provided each customer with a high level of service and support, paving the way for future business opportunities
- Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement
- Kept customer account notes in [Software] for future reference
- Worked with members of the sales team to keep track of inventory levels, complete accurate orders, and resolve item issues.
Shipping and Receiving Clerk
Collins Aerospace
03.2007 - 10.2007
- Was in charge of day-to-day shipping and receiving for over [Number] packages per day
- Improved inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents to documentation
- Kept accurate records of materials weights, bill amounts, and identified variances in [Software]
- Compared shipping orders and invoices to the contents received to ensure accuracy
- Kept track of scheduled shipment dates to ensure on-time delivery, expediting as needed and informing customers of any deviations
- Communicated with carrier representatives to make arrangements and provide shipping and delivery instructions
- Organized efficient storage areas to improve material flow and reduce labor hours
- Used lift and hand trucks to transport shipment materials to and from designated areas
- Was in charge of high-volume paperwork and worked with the [Type] department to resolve billing and shipping issues
- Received incoming shipments, compared the contents to associated records, and forwarded them to the appropriate department.
Material Control Specialist
Collins Aerospace
03.2002 - 08.2007
- Scheduled deliveries of [Type] materials at a specific time to start production on time
- Requisitioned materials to replenish inventory and procure goods for the production of [Product or Service]
- Collaborated with [Type] supervisors and team members to better understand supply requirements and bring levels within acceptable limits
- Completed [Timeframe] logs and reports that detailed production information such as volume, materials used, and quality assurance results, assisting management in making accurate operational decisions.
Education
Some college (No degree) -
Rio Salado College Thomas
Phoenix, AZHigh School -
Carl Hayden Community High School
Phoenix, AZ01.1994
Skills
- International sales support
- Inbound and outbound calling
- Telephone etiquette
- Microsoft Office
- CRM Software Usage
- Self Motivation
- Teamwork and Collaboration
- Understanding Customer Needs
- Multitasking Abilities
- Sales
- Report preparation
- Shipping and receiving understanding
- Customer relations
- Customer satisfaction
- Business Development
- Business Management
Languages
ENGLISH
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Master Tech, Customer Service
Collins Aerospace Corp.
12.2022 - Current
Customer Service Team Lead
Collins Aerospace
07.2017 - Current
Shipping and Receiving Clerk
Collins Aerospace
03.2007 - 10.2007
Material Control Specialist
Collins Aerospace
03.2002 - 08.2007
Some college (No degree) -
Rio Salado College Thomas
High School -
Carl Hayden Community High School
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