Claudia Asenjo
Katy
Summary
Passionate Customer Engagement Specialist with background in fostering positive relationships and ensuring customer satisfaction. Strengths include active listening, clear communication, problem-solving and negotiation skills. In previous roles, successfully improved customer retention rates and developed strategies for proactive customer engagement.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Operations Administrator
Amstill Roofing
Houston
07.2021 - 06.2026
- Coordinated daily operations and scheduling for roofing projects to ensure timely completion and client satisfaction.
- Managed inventory and procurement of roofing materials and supplies, optimizing resource availability for ongoing projects.
- Maintained accurate records of project progress and employee hours.
- Resolved escalated customer complaints in accordance with established guidelines.
- Assisted in training new staff on company procedures and safety protocols.
- Processed incoming invoices from suppliers in a timely manner.
- Performed routine maintenance checks on equipment used in operations.
Customer Engagement Specialist
Amstill Roofing
Houston
08.2021 - 06.2026
- Engaged customers through effective communication and relationship-building strategies.
- Provided product knowledge to assist customers in making informed decisions.
- Addressed customer inquiries and resolved issues in a timely manner.
- Trained new team members on customer service best practices and company policies.
- Consistently ranked among the top lead setters on the team.
- Completed Rodney Webb University training and applied the Two-Leg Script to qualify leads, build customer rapport, and schedule roofing inspections.
- Trained new team members on the Rodney Webb University Two-Leg Script and customer engagement best practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Led weekly CES call review meetings, providing coaching and feedback to improve team performance and customer interactions.
Repair Coordinator
Amstill Roofing
Houston
05.2022 - 06.2025
- Coordinated repair schedules for roofing projects to ensure timely completion.
- Communicated with clients to assess needs and provide service updates.
- Facilitated communication between customers and service personnel regarding repair issues.
- Maintained accurate records of repairs and project documentation.
- Managed inventory of repair materials and ordered supplies.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Trained new staff on repair processes and company protocols.
- Managed accounts receivable related to repairs performed by the company's staff.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
MBA -
University of Houston
Houston, TX 06.2023 - 06.2026
Associate of Science -
Houston Community College
Houston, TX 06.2017 - 05.2019
Skills
- Customer engagement
- Project management
- Operational coordination
- Inventory management
- Team training
- Conflict resolution
- Team collaboration
- Employee training
Languages
English
Full Professional
Spanish
Native/ Bilingual
Certification
- Microsoft Office
Accomplishments
Awarded Amstill Roofing’s Firefighter Award for four consecutive years for consistently delivering exceptional customer service.
References
References available upon request.
Timeline
MBA -
University of Houston
06.2023 - 06.2026
Repair Coordinator
Amstill Roofing
05.2022 - 06.2025
Customer Engagement Specialist
Amstill Roofing
08.2021 - 06.2026
Operations Administrator
Amstill Roofing
07.2021 - 06.2026
Associate of Science -
Houston Community College
06.2017 - 05.2019