Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cristina Cervantes

Henderson,NV

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

13
13
years of professional experience

Work History

Enterprise Fleet Management Support

Geotab USA Inc.
06.2021 - Current
  • Manage 30-40 cases through phone calls, chats and emails while maintaining high quality Customer Service and prioritizing minimal errors by leveraging time management and focusing on attention to detail.
  • Dedicated to deliver a white glove experience to our customers by demonstrating active listening and empathetic soft skills to provide the best solution based on their needs.
  • Demonstrating strong communication skills written and verbally to guide Fleet Managers and Administrators step-by-step when troubleshooting or learning a new process and making learning as smooth and easy as possible.
  • Display willingness to help others by actively engaging in Team's chat room to help new team members get familiar with our unique dedicated processes as well as hands-on shadowing to share knowledge and tips.
  • Delivered exceptional customer and technical support to assist customer troubleshoot our platform and devices.
  • Demonstrating adaptability by learning new processes that help meet the needs for our dedicated customer such as submitting orders, processing cancellations, plan changes and warranty replacements.
  • Engaging proper teams internally and externally to achieve solution-driven results for Administrators and POC's.

Peer Advisor

Asurion
11.2015 - 06.2021
  • Developed highly empathetic peer relationships and earned reputation for being a reliable asset to my Operations team by providing support in our group chat for several teams and motivating during sale incentive activities.
  • Efficiently provided In-the-game-feedback to new training classes and team peers to become more aware of successes as well as areas of opportunity.
  • Set examples to new hires by interacting in role-plays to demonstrate what our call flow should sound like.
  • Contributed ideas to drive sales and motivate peers to meet performance.
  • Conducted daily team meetings and breakout rooms when supervisor was not available to set the tone for our sale expectations and executions for the day.
  • Maintained top 5% performance on the quality of my calls exceeding in all metrics repeatedly.
  • Followed the given call flow closely with an amicable and empathetic tone to ensure my customer satisfaction was always a priority.
  • Used given tools and resources to engage my problem-solving skills and aim to resolve every situation by remaining self-sufficient.

Sales Mentor

Verizon GoWireless Premium Retailer
04.2014 - 11.2015
  • Mentored new employees on customer service, sales tactics, money handling and organizing strategies to maximize performance, productivity and team success.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Cross-trained and provided back-up for other sales consultants when needed.

Assistant Store Manager

Verizon 4g Wireless Premium retailer
09.2012 - 04.2014
  • Provided a high level of product and leadership support to representatives and clients.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Assisted Manager with cash deposits, inventory tracking and money book-keeping files.

Education

High School Diploma -

Eldorado High School
Las Vegas, NV
2010

Skills

  • Problem resolution
  • Tech-savvy
  • High level of patience under difficult and frustrating scenarios
  • Able to maintain calm demeanor with escalated customers while exercising active listening, providing empathy and reassurance
  • Drive performance results
  • Team building expertise
  • Determination to achieve goals
  • Paying attention to detail
  • 5 years of experience in Telecommunications fields
  • Verbal communication
  • Critical thinking
  • Optimistic and always willing to help others

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Enterprise Fleet Management Support

Geotab USA Inc.
06.2021 - Current

Peer Advisor

Asurion
11.2015 - 06.2021

Sales Mentor

Verizon GoWireless Premium Retailer
04.2014 - 11.2015

Assistant Store Manager

Verizon 4g Wireless Premium retailer
09.2012 - 04.2014

High School Diploma -

Eldorado High School

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Cristina Cervantes