Cynthia Michel
North Las Vegas,NV
Summary
Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. I look at every day as a new opportunity to learn and improve upon the day before. I enjoy working with people and providing excellent customer service. I have excellent customer service skills and manage my team to have the same.
Overview
7
7
years of professional experience
Work History
Enterprise support expert
T-mobile
03.2024 - Current
- Acted as main point of contact for numerous seniors and provided support and guidance
- Facilitated weekly meetings with Account Executive and customers to ensure smooth transitions and meet business needs
- Worked closely with Account Executive to coordinate efforts and ensure seamless service delivery
- Developed and maintained strong relationships with customers, acting as their primary point of contact
- Created personalized weekly reports for customers to help keep their accounts up-to-date and support business growth
- Assumed responsibility in the senior’s absence to ensure customer emails were addressed promptly.
Assistant sales and Customer CAre manager
retro manufacturing
08.2019 - 03.2020
- Trained, supervised, and evaluated staff, enabling them to improve skills and achieve daily objectives
- Analyzed sales trends including product sell-through to maximize gross margin opportunities
- Worked closely with the Sales department of dealers like Jegs, Summit, Crutchfield, etc
- As well as dealers overseas to increase sales for both companies
- Consistently met or exceeded sales goals
- Resolved problems, mediated staff disputes, and handled customer complaints
- Assisted in reviewing expired accounts and ongoing communication with customers to promote accurate and timely payments
- Dealt with customer service issues and resolved customer problems
- Reviewed company website daily to ensure it was customer friendly, effectively showing sales, and easy to use.
BUSINESS PREMIER CARE / retention
SPRINT
03.2019 - 08.2019
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Addressed complaints with the goal of increasing satisfaction and securing renewals or saves
- Served as an Escalation Team Lead for high level customer related issues that were complex in nature
- Retained customers who call to disconnect service through persuasive selling and customer service techniques within established guidelines
- Consulted with and researched customer concerns; explained billing charges and credits
- Exercised creative negotiation skills to motivate customers to continue their services with Sprint and upgrade their device.
Customer Relations Supervisor
Tesla
07.2018 - 01.2019
- Responsible with ensuring complete satisfaction for escalated customers
- Worked closely with sub-contractors and vendors on Operations side of the house
- Used proprietary software for analytical review of direct financial impact of poor survey scores
- Responsible for responding to all positive and negative feedback
- Worked closely with the CEO, Business Resolution and Legal Team to provide cycles of learning to all departments
- Worked with customer’s legal counsel to resolve issues and avoid arbitration
- Responsible for hiring, coaching, billing, training, creating SOP’s for the team
- Researched and resolved all issues related to a customer’s solar project
- Updated current process to ensure issues we see often do not occur in the future
- Directly responsible for resolving 70% of customer escalations with in-depth explanations of contract, repair work, etcetera
- Responsible for updating all emails, letters, and correspondence to customers in Spanish
- Responsible for all Spanish escalations.
customer care supervisor
Tesla
06.2017 - 07.2018
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
- Strategizing and monitoring daily activities of team’s performance
- Handling complaints from customers and maintaining communication with customers via emails, phone calls, mails, etc
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Education
High School Diploma -
Canyon Spring High School
Las Vegas06-2010
Skills
- High customer service standards
- Service solutions expert
- Positive
- Strong problem-solving ability
- Troubleshooting skills
- Bilingual (English, Spanish)
- Time and Priority Management
- Organized
- Microsoft
- Communication
- Decision-Making
- Computer Skills
- Task Prioritization
Timeline
Enterprise support expert
T-mobile
03.2024 - Current
Assistant sales and Customer CAre manager
retro manufacturing
08.2019 - 03.2020
BUSINESS PREMIER CARE / retention
SPRINT
03.2019 - 08.2019
Customer Relations Supervisor
Tesla
07.2018 - 01.2019
customer care supervisor
Tesla
06.2017 - 07.2018
High School Diploma -
Canyon Spring High School