Celina Jimenez
Ontario,CA
Summary
Proven track record in enhancing customer loyalty and satisfaction at Verizon Wireless, leveraging exceptional problem-solving abilities and Microsoft Office Suite proficiency. Excelled in active listening and CRM, consistently exceeding performance metrics. Achieved top performer recognition through innovative customer service strategies and effective communication, contributing significantly to sales growth and customer retention. Customer-focused Care Specialist with 20 years of experience working in customer service. Talented in successfully providing legendary service using integrity and knowledge. Organized, professional and quickly respond and resolve any complaints.
Overview
21
21
years of professional experience
Work History
DIGITAL CARE SPECIALIST
Louis Vuitton - LVMH
02.2022 - Current
- Contribute to a positive work environment through effective teamwork and open communication with colleagues across departments.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answer constant flow of customer calls with minimal wait times.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Develop strong product knowledge to provide informed recommendations based on individual customer needs.
- Participate in team meetings and training sessions to stay informed about product updates and changes.
- Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Member Service Representative
IEHP
05.2015 - 11.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
Customer Service Representative
Verizon Wireless
04.2010 - 05.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Celluphone
01.2003 - 04.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Arts - Liberal Arts And General Studies
Citrus College
Glendora, CA05.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Building rapport
Timeline
DIGITAL CARE SPECIALIST
Louis Vuitton - LVMH
02.2022 - Current
Member Service Representative
IEHP
05.2015 - 11.2017
Customer Service Representative
Verizon Wireless
04.2010 - 05.2014
Customer Service Representative
Celluphone
01.2003 - 04.2010
Associate of Arts - Liberal Arts And General Studies
Citrus College