Claudia Alvarado
Albuquerque,NM
Summary
Enthusiastic Senior Customer Service Representative with more than 15 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards. Knowledgeable and dedicated customer service professional with extensive experience in Account management and Policy industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Verizon Communications Inc
Albuquerque, NM
08.2014 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients in person and over phone to answer questions and address complaints.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Achieved and maintained departmental performance standards.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Performed support ticket transaction resolution tasks and administrative functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Office Manager
Super 6 Tokyo
Albuquerque, NM
01.2010 - 08.2014
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Coordinated special projects and managed schedules.
- Compared vendor prices and negotiated for optimal savings.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
Office Clerk
Adobe Accounting
Albuquerque, NM
01.2007 - 08.2010
- Interacted with customers by phone, email or in-person to provide information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled client correspondence and tracked records to foster office efficiency.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Ad Operations Manager
El Semanario Newspaper
Albuquerque, NM
01.2008 - 01.2010
- Developed advertising tactics and implemented new solutions for increased brand awareness.
- Worked with marketing department to create targeted advertising strategies for key customer demographics.
- Developed campaigns, led design and tracked results.
- Managed creation of attention-grabbing, engaging and viral digital ads promoting company services.
- Collected performance data on each promotion to better plan future events.
- Planned and prepared advertising and promotional material to increase sales of products or services and work with customers, company officials and advertising agencies.
Education
Bachelor of Arts - Government
03.2023
Associate of Arts - Paralegal Studies
04.2014
Skills
- Step Instructions
- Data Entry and Maintenance
- Order and Refund Processing
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Customer Retention Strategies
- Employee Coaching and Motivation
- Financial Management
- Business Management Principles
- Corporate Social Responsibility
- Claims Reporting Systems
- Policy Adjustment Knowledge
- Policyholder Communication
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issues through consumer testing.
- Achieved certification through the Institute of Certified Professional Managers (ICPM): Certified Manager (CM), 2022.
Certification
- Licensed Teaching
- Certified A+
- Certified Project Management
Languages
Arabic
Limited Working
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Service Representative - Verizon Communications Inc
08.2014 - Current
Office Manager - Super 6 Tokyo
01.2010 - 08.2014
Ad Operations Manager - El Semanario Newspaper
01.2008 - 01.2010
Office Clerk - Adobe Accounting
01.2007 - 08.2010
Grand Canyon University - Bachelor of Arts, Government
Central New Mexico Community College - Associate of Arts, Paralegal Studies
Similar Profiles
Meghan LarsonMeghan Larson
Senior Manager, Financial Planning & Analysis at Verizon Communications IncSenior Manager, Financial Planning & Analysis at Verizon Communications Inc
Anthony J. WilliamsAnthony J. Williams
Service Technician at Verizon Communications IncService Technician at Verizon Communications Inc
Christopher Carethers JRChristopher Carethers JR
Keyholder Specialist at Verizon Communications IncKeyholder Specialist at Verizon Communications Inc
Julian NeddJulian Nedd
VEC Client Executive VEC-VCG Chl Mgt at Verizon Communications IncVEC Client Executive VEC-VCG Chl Mgt at Verizon Communications Inc
Ella BalderramaElla Balderrama
Personal Trainer at FreelancerPersonal Trainer at Freelancer