Cynthia Alonzo
Lockhart,TX
Summary
Dynamic customer service professional with a proven track record at the Health and Human Services Commission, excelling in customer complaint resolution and active listening. Enhanced team performance through effective coaching, achieving increased first call resolution rates. Skilled in data entry and committed to delivering exceptional client support while maintaining confidentiality and compliance.
Overview
22
22
years of professional experience
Work History
Concessions Worker
Lockhart Little League
03.2023 - Current
- Operated point-of-sale systems for efficient order processing.
- Maintained cleanliness and organization of concession stands.
- Assisted in inventory management to ensure product availability.
- Trained new staff on customer service protocols and safety procedures.
- Enhanced customer satisfaction through prompt service delivery.
- Kept area, equipment and surroundings tidy and organized to comply with cleanliness standards.
- Maintained a positive attitude while managing long lines or addressing challenging situations with customers.
- Worked with team to provide stellar service during busy periods and meet customer demands.
- Monitored inventory and notified management of deficiencies or shortages.
- Responded to customer complaints to help resolve issues.
- Prepared fresh, high-quality food items according to established recipes and presentation standards.
Customer Service Representative
Health and Human Services Commission
10.2008 - 04.2025
- Led customer service team in delivering exceptional support and resolving complex inquiries.
- Developed training materials to enhance team onboarding and improve service consistency.
- Implemented process improvements to streamline communication between departments, boosting efficiency.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
- Assisted clients in finding the right Medicare Part D plan that fit there needs
- processed clients checks to assist with the travel to and from Dialysis Center.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
Customer Service Representative
Dept of State Health Services
04.2004 - 10.2008
- Provided timely and accurate responses to client inquiries via phone and email.
- Resolved complex customer issues, ensuring high satisfaction and adherence to service standards.
- Managed case documentation in compliance with departmental policies and procedures.
- Trained new team members on customer service protocols and software tools.
- Production of vital records including Birth, Death,Marriage and Divorce records
- Reviews the rules and regulations and policies and procedures to determine the acceptability of customer applications for the issuance of the records mentioned above
- Maintains confidential record keeping and filing systems pertaining to customers applications according to Vital Statistics Section records retention policy
- Collaborated with multidisciplinary teams to streamline service delivery processes.
Education
High School Diploma -
Lockhart High School
Lockhart, TX05-1985
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Patience and composure
- Reliability and punctuality
- Cash register operation
- Customer complaint resolution
- Product knowledge
- Payment processing
- Cash handling expertise
- POS system operation
- Refund handling
- Payment collection
- Merchandise restocking
- Attention to detail
- Multitasking and organization
Timeline
Concessions Worker
Lockhart Little League
03.2023 - Current
Customer Service Representative
Health and Human Services Commission
10.2008 - 04.2025
Customer Service Representative
Dept of State Health Services
04.2004 - 10.2008
High School Diploma -
Lockhart High School