Summary
Overview
Work History
Education
Skills
Timeline
Teacher
Cloenica Nunez

Cloenica Nunez

Jacksonville,FL

Summary

Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Overview

11
11
years of professional experience

Work History

Senior Customer Service Representative

Austin Energy
11.2016 - Current
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

AppleOne Employment Services
07.2013 - 11.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Retention Specialist

Sprint Corp.
11.2012 - 07.2013
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.

Education

No Degree - Business Administration And Management

Borough of Manhattan Community College of The City University of New York
New York, NY
06.2015

High School Diploma -

Parkdale Collegiate Institute
Toronto,ON
06.2009

Skills

  • Policy and Procedure Adherence
  • Customer Service
  • Multi-Line Telephones
  • Inbound and Outbound Calling
  • Resolving Complex Issues
  • Microsoft Office

Timeline

Senior Customer Service Representative

Austin Energy
11.2016 - Current

Customer Service Representative

AppleOne Employment Services
07.2013 - 11.2016

Retention Specialist

Sprint Corp.
11.2012 - 07.2013

No Degree - Business Administration And Management

Borough of Manhattan Community College of The City University of New York

High School Diploma -

Parkdale Collegiate Institute
Cloenica Nunez