Corina Villalpando
Escondido,CA
Summary
- Proven in technical and customer support, excelling at Carolina West Wireless by enhancing customer satisfaction and streamlining support processes. Expert in remote technical support and known for exceptional multitasking abilities. Increased first-call resolution rates significantly, demonstrating reliability and a friendly, patient approach.
- Skilled in fostering teamwork and improving knowledge sharing, achieving top-notch service delivery.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Tier 2 Technical Support Specialist
Carolina West Wireless
09.2015 - 08.2024
- Assessed technical complexity of tickets to escalate to Tier 3 team or corresponding vendors.
- Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions for Customer Care or Tier 1 training.
- Performed technical troubleshooting and diagnosis, and information gathering to keep infrastructure operational.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Improved knowledge sharing within team, creating shared digital repository of solutions and technical documentation.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Increased first-call resolution rates, employing advanced problem-solving techniques.
Kitchen Manager
Golden Corral Buffet and Grill
04.2013 - 09.2015
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Collaborated with front-of-house staff to ensure seamless communication between the kitchen team and service areas for optimal guest experiences.
- Consistently met or exceeded local health department inspection requirements through diligent adherence to safety protocols and maintaining thorough documentation records.
- Contributed to a positive workplace culture by actively engaging with staff members, promoting open communication channels, and demonstrating support for ongoing professional development opportunities.
- Fostered a collaborative working environment among diverse teams of chefs, line cooks, prep cooks, dishwashers, and other support staff.
- Evaluated employee performance regularly, addressing any skill gaps or growth opportunities through ongoing training initiatives.
- Boosted team morale and performance through effective leadership and training programs.
- Managed scheduling and payroll for kitchen staff, ensuring optimal staffing levels during busy periods.
Prep Person
Golden Corral Buffet and Grill
05.2011 - 04.2013
- Achieved high levels of customer satisfaction through prompt meal preparation that met or exceeded expectations.
- Enhanced teamwork among kitchen staff through effective communication and collaboration on tasks.
- Managed multiple tasks simultaneously while maintaining impeccable organization in a fast-paced environment.
- Streamlined ingredient preparation processes, enabling chefs to focus on cooking and plating techniques.
- Reduced food waste through proper storage techniques and timely inventory management.
- Improved food quality by adhering to strict preparation guidelines and maintaining cleanliness in the kitchen.
- Provided support during high-volume shifts, ensuring smooth kitchen operations and minimal disruptions to service flow.
General Store Manager
Pizza Hut
09.2008 - 03.2011
- Established a positive work environment by fostering open communication, recognition and promoting teamwork among employees.
- Managed financial aspects of the store including budgeting, expense tracking, and payroll administration for optimal cost control.
- Increased customer satisfaction through exceptional service and well-trained, knowledgeable staff members.
- Maintained a clean, safe working environment compliant with all relevant health and safety regulations.
- Streamlined operational processes to improve overall store efficiency and reduce overhead costs.
- Led community outreach efforts, such as charity events or local sponsorships, to enhance the store''s reputation and forge strong connections with customers.
- Completed point of sale opening and closing procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Shift Manager
Pizza Hut
08.2006 - 09.2008
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Promoted a positive work environment through open communication and constructive feedback.
- Excelled in every store position and regularly backed up front-line staff.
Bilingual CSR
Pizza Hut
06.2004 - 08.2006
- Streamlined communication for non-English speaking customers, offering seamless assistance and support.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
- Promoted brand loyalty through excellent rapport-building techniques when communicating with customers from diverse backgrounds.
- Assisted colleagues with language barriers, fostering teamwork and cooperation across the department.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Valley High School
Escondido, CA05.2004
Skills
- Remote Technical Support
- Customer Service and Support
- Store Rep Software Installation and Support
- Mobile Device Support
- Multitasking
- Reliability
- Friendly and Patient
- Call Center Operations
Languages
Spanish
Professional Working
Timeline
Tier 2 Technical Support Specialist
Carolina West Wireless
09.2015 - 08.2024
Kitchen Manager
Golden Corral Buffet and Grill
04.2013 - 09.2015
Prep Person
Golden Corral Buffet and Grill
05.2011 - 04.2013
General Store Manager
Pizza Hut
09.2008 - 03.2011
Shift Manager
Pizza Hut
08.2006 - 09.2008
Bilingual CSR
Pizza Hut
06.2004 - 08.2006
High School Diploma -
Valley High School
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