Cheyenne Suazo
Albuquerque,NM
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Experience Advisor
PNM
09.2024 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered prompt service to prioritize customer needs.
- Process over the phone payments in a timely manner
- Collect on delinquent accounts
Central Selling Associate Flooring Representative
Lowe's Home Improvement
12.2019 - 09.2024
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Contributed to team sales goals by upselling products and services to customers.
- Works within system-based work queue to identify activities ready to review.
- Enters, processes, and tracks customer orders and installations to manage customer follow-up and completion of order/project according to schedule.
- Monitors order status of products and special orders and communicates updates or issues with customers and Lowe's associates (e.g., Receiving, Delivery, and Install staff) as needed.
Server Technician
Sandia Casino
05.2019 - 12.2020
- Increased sales by recommending complementary food items and upselling premium drinks.
- Enhanced customer satisfaction by providing timely and accurate drink orders.
- Effectively communicated with kitchen staff to accommodate special dietary requests or allergy concerns from patrons.
- Safely handled glassware and other serving materials to minimize breakage and accidents on the floor.
- Delivered exceptional service through friendly and engaging interactions with customers.
- Efficiently managed high-volume drink orders during peak hours, maintaining excellent customer service standards.
- Completed daily side-work tasks such as restocking supplies and cleaning work areas to ensure smooth shift transitions.
- Maintained a clean and organized workspace, ensuring efficient drink service for guests.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
Head Cashier
Lowe's Home Improvment
07.2017 - 05.2019
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Processed both cash and card purchases and returns.
- Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
Store Support Agent/Call Center Agent
Lowe's Home Improvement
12.2014 - 07.2017
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Managed high call volume with tact and professionalism.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Gathered and verified all required customer information for tracking purposes.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Unarmed Security Guard
ASI Security
06.2012 - 11.2014
- Detected suspicious activities and watched for criminal acts and rule infractions.
- Monitored and authorized entrance and departure of employees and visitors.
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
- Monitored and reported suspicious activities to local authorities.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Secured all doors in the office and main building after hours.
- Performed surveillance of suspects using binoculars, cameras and camcorders.
Education
No Degree - Completed Coursework Towards Business Admin
Central New Mexico Community College
Albuquerque, NM03-2016
High School Diploma - undefined
Española Valley High School
Española, NM2012
Skills
- Skilled in call center operations
- Adheres to customer service procedures
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Cash register operations
- MS Windows proficient
- Detail-oriented
- Computer proficient
- Strong team player
- Fast learner
- Customer service-oriented
- Organized
- Cleanliness standards
- Safe Food Handling
- Food safety understanding and practices
Timeline
Customer Experience Advisor
PNM
09.2024 - Current
Central Selling Associate Flooring Representative
Lowe's Home Improvement
12.2019 - 09.2024
Server Technician
Sandia Casino
05.2019 - 12.2020
Head Cashier
Lowe's Home Improvment
07.2017 - 05.2019
Store Support Agent/Call Center Agent
Lowe's Home Improvement
12.2014 - 07.2017
Unarmed Security Guard
ASI Security
06.2012 - 11.2014
High School Diploma - undefined
Española Valley High School
No Degree - Completed Coursework Towards Business Admin
Central New Mexico Community College
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