Microsoft
Cynthia Chavez
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Results Companies
09.2023 - Current
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Assisted in training new hires, sharing best practices in customer service protocols specific to the healthcare industry.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Service Representative
VXI Global Solutions LLC
05.2021 - 04.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Store Manager
Allsups Convenience Store
11.2018 - 02.2020
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
BBA - Accounting
Strayer University
Washington, DC06.2027
Skills
- Product Knowledge
- Report Generation
- Information Security
- Appointment Scheduling
- Complaint Resolution
- Data Collection
- Account Updating
- Call Management
- Staff Training
- Administrative Support
- Problem-Solving Abilities
Certification
Life License
Software
IOS
Timeline
Customer Service Representative
Results Companies
09.2023 - Current
Customer Service Representative
VXI Global Solutions LLC
05.2021 - 04.2022
Store Manager
Allsups Convenience Store
11.2018 - 02.2020
BBA - Accounting
Strayer University
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