Cinthia Zurroza
Edinburg
Summary
Hardworking employee with customer service, 10 years of experience, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Knowledgeable Dispatcher with 1 year of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining empathy and positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call Center Representative
Mike's plumbing electrical & ac
Pharr
01.2024 - Current
- Handled customer inquiries and complaints regarding plumbing, electrical, and AC services.
- Provided detailed product information to assist customers in making informed decisions.
- Managed appointment scheduling for service technicians efficiently and accurately.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Updated customer accounts as needed based on changes in contact information or other details.
- Called lead lists resulting from various marketing campaigns to achieve sales.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
Team member
Whataburger
Edinburg
10.2023 - 03.2024
- Worked in the kitchen department, fast learner, active, cook, clean, responsible, be on time, friendly
Customer Service Manager, Crew Trainer
Mcdonalds
Edinburg
01.2014 - 09.2023
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction
- Trained workers in every position, including food preparation, money handling, and cleaning roles
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metric, and goal achievement.
Dispatcher/Front Office Worker
A. Davila Transport.
Edinburg
06.2022 - 08.2023
- Updated records of driver locations, delays, and cancellations.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Assigned drivers to appropriate routes based on customer needs.
- Provided timely updates to customers regarding their orders or requests.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Maintained detailed documentation on all changes made to the database structure or codebase using Microsoft Access.
- Developed presentations using Microsoft Office Suite applications such as PowerPoint, Word, Excel.
- Analyzed data using various software programs such as Excel spreadsheets or Access databases.
Education
Certificate -
Rgv Vo-Tech
McAllen, TXHigh School Diploma -
Economedes High School
Edinburg, TXDispatcher
INTERFLEET UNIVERSITY
Houston, TXSkills
- Call Center Operations
- Flexible Schedule
- Computer Skills
- Goal Setting and Achievement
- Following Instructions
- Professionalism
- Multitasking
- Written Communication
- Active Listening
- Dispatch Coordination
- Work Order Management
- Driver communication
- Processing orders
- Paperwork Processing
- Outbound calling processes
- Customer relationship management
- Process improvement
- Active listening
- Training experience
- Account updating
- Call control skills
- Inbound phone calls
- Call controlling
- Sales expertise
- Call center customer service
Certification
Phlebotomy Technician
Languages
- English
- Spanish
Timeline
Call Center Representative
Mike's plumbing electrical & ac
01.2024 - Current
Team member
Whataburger
10.2023 - 03.2024
Dispatcher/Front Office Worker
A. Davila Transport.
06.2022 - 08.2023
Customer Service Manager, Crew Trainer
Mcdonalds
01.2014 - 09.2023
Certificate -
Rgv Vo-Tech
High School Diploma -
Economedes High School
Dispatcher
INTERFLEET UNIVERSITY