Cinthia Loya
Phoenix,Arizona
Summary
Reliable bilingual customer service agent with years of experience interacting with customers and businesses in the outbound and inbound environment to increase customer service satisfaction. Dedicated to meeting monthly goals/stats by being efficient and educating customers about products and services while remaining upbeat. Friendly and prompt to deliver a stellar customer experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Cognosante- Accenture Federal Services
11.2023 - Current
- Represents the US Department of labor.
- Handles customer inquiries and problems courteously and professionally.
- Educates people about the laws, programs, and agencies of the US DOL.
- Actively listens to customers, handles concerns quickly.
- Handles sensitive topics.
- Answers customer telephone calls promptly to avoid on-hold wait times.
- Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bilingual Customer Service Specialist
Alorica / Bank Of America
10.2022 - 10.2023
- Utilized databases, logs and Bank of America's sources to locate and verify information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers in Spanish and English.
- Gained customer trust by providing knowledgeable and accurate information.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Meet customer service objectives by providing superior customer service English and Spanish-speaking customers.
- Reached monthly goals stats and QA evaluations
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Digital Marketing Sales Guide
GoDaddy Inc
05.2022 - 09.2022
- Helped multiple entrepreneurs/small businesses improve their digital presence with godaddy products.
- Analyzed small business online prepense and delivered a digital marketing plan for improvement.
- Helped business owners improve their digital marketing experiences to achieve marketing goals.
- Identified growth opportunities and developed initiatives to increase market share.
- Increased customer engagement by educating business owners about godaddy products and digital marketing.
- Troubleshooted technical Issues with businesses websites and emails.
- Sold website design services, business emails, business phone numbers, and Godaddy's digital marketing software.
Medical Transportation Coordinator
One Call Government Solutions
04.2021 - 03.2022
- Coordinated member's trips by making sure everything runs as planned.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Monitored trip arrivals and drop-off times.
- Negotiated trip terms with transportation providers.
- Provided timely transportation of diverse clients to healthcare facilities.
- Maintained a calm and friendly attitude while helping members with critical requests.
- Managed air travel, and meals and lodging requests for patients.
- Educated members about procedures and requirements for services.
- Coordinated interactions between patients and transportation providers.
- Managed members accounts in crm application.
- Communicated effectively via email, and phone, and with leaders, members, and transportation providers.
- Meet all monthly stats and increase customer satisfaction and productivity in the company.
Bilingual Sales Specialist
Spectrum
08.2020 - 01.2021
- Made new accounts transactions and finalized sales.
- Educated customers on product and service benefits, explaining features and answering questions.
- Developed at least 30 new customers each day.
- Overcame objections using friendly, persuasive strategies.
- Greeted customers to offer assistance and explain product details.
- Sold customers more expensive services, and assisted with decision-making by comparing benefits of different options.
- Provided timely, courteous and knowledgeable responses to information requests.
- Boosted opportunities through exceptional sales ability and strong interpersonal skills with persuasive, positive and confident approach.
- Made appointments with interested customers according to schedule availability.
- Educated customers about products and services.
Bilingual Customer Service/Sales Agent
Alorica
02.2018 - 08.2020
- Sold costumers more expensive products and Services.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Assisted with proximately 30 inbound calls from AT&T customers a day.
- Performed outbound calls to approximately 200 people each day selling them more expensive services.
- Informed customers about billing procedures, processed payments and provided payment options.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed account and service history to identify trends and issues.
- Upheld privacy and security requirements established by AT&T and Direct TV.
- Answered customer questions and addressed concerns.
- Upheld privacy and security requirements.
Education
Certification - Sales
Charter Communications
Certification - Bilingual Sales/Customer Service
Alorica/AT&T
Associate of Science - Digital Media Communications
Full Sail University
06.2022
Skills
- Data Entry
- Customer Service
- Product Knowledge
- Paperwork Processing
- Scheduling
- Coordinating
- Complaint Resolution
- Appointment Scheduling
- Report Generation
- Research
- Recordkeeping Strengths
- Promotional Support
- Technical Support
- Product Promotion
- Brand Representation
Timeline
Customer Service Representative
Cognosante- Accenture Federal Services
11.2023 - Current
Bilingual Customer Service Specialist
Alorica / Bank Of America
10.2022 - 10.2023
Digital Marketing Sales Guide
GoDaddy Inc
05.2022 - 09.2022
Medical Transportation Coordinator
One Call Government Solutions
04.2021 - 03.2022
Bilingual Sales Specialist
Spectrum
08.2020 - 01.2021
Bilingual Customer Service/Sales Agent
Alorica
02.2018 - 08.2020
Certification - Sales
Charter Communications
Certification - Bilingual Sales/Customer Service
Alorica/AT&T
Associate of Science - Digital Media Communications
Full Sail University
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