Cecilia Maldonado
Walstonburg,NC
Summary
Cecilia has extensive experience in customer service, sales, leadership, and technology. She is passionate about delivering solutions that meet her customers' needs and exceeds their expectations. Cecilia is her most authentic self and carries a positive attitude where she goes.
Overview
7
7
years of professional experience
Work History
Sales Guide
GoDaddy
11.2023 - Current
- Increased sales revenue by effectively presenting product features and benefits to potential clients.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the customer experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
Customer Service Supervisor
Verizon
01.2022 - 10.2023
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Leading, motivating, and developing a customer care team to deliver exceptional service
- Top 15% consistently for 2023 YTD in Team Rep Success
- Applying policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment
- Partnered with Learning and Development to coach and develop team members
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
Assistant Manager
Verizon
09.2019 - 12.2021
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Led the district finishing in the top 3
- Provide ongoing sales training and support for my team to exceed sales, retention, and service objectives
- Engage in sales strategy development to ensure our products and services
- Develop and implement sales tools and initiatives
- Engage in business operations by including forecasting, analyzing, and providing sales reports
- Partnered with our Business Lead to close on new prospects and to grow our existing base
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Solutions Specialist
Verizon Wireless
10.2016 - 09.2019
- Identified opportunities for upselling additional services, resulting in increased revenue for the company.
- Consistently finished at the top 5 in the district
- Empowered customers with the knowledge and tools they needed to maximize their experience when using their devices.
- Received customer experience service score of 80%+
- Provided customers with a basic understanding of the functionality and the value of Verizon's products and services
- Supported daily business operations, including managing inventory, auditing cash, and digital orders
Education
BS - Business Administration
East Carolina University
Greenville, NC2025
AA - Fine Arts
Greene Early College High-School
Snow Hill, NC2014
Skills
- Bilingual
- Web hosting Certificate
- Leadership Skills
- Team collaboration
- Problem-solving
- Data analysis
- Workflow Management
- Customer Relationship Management (CRM)
- Complex Problem-Solving
- Time Management
Timeline
Sales Guide
GoDaddy
11.2023 - Current
Customer Service Supervisor
Verizon
01.2022 - 10.2023
Assistant Manager
Verizon
09.2019 - 12.2021
Solutions Specialist
Verizon Wireless
10.2016 - 09.2019
BS - Business Administration
East Carolina University
AA - Fine Arts
Greene Early College High-School