Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
Hi, I’m

CYNTHIA OROZCO

The way to get started is to quit talking and begin doing.
Walt Disney
CYNTHIA OROZCO

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.


Mi tema de vida: Tratar a todos como me gustaría ser tratado.

Overview

11
years of professional experience

Work History

Telus International

Call Center Helpline Specialist - FEMA
10.2022 - 02.2023

Job overview

  • 3 MONTH TEMPORARY JOB POSITION - DISASTER ASSISTANCE HELPLINE
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Took active role in patient and family planning process, detailing instructions and responding appropriately and effectively to questions and concerns.
  • Made and submitted reports detailing finding and any actions taken.
  • Kept up-to-date on inspection regulations, codes, ordinances and techniques.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

DATAMARK

311 Service Representative
08.2021 - 09.2022

Job overview

  • Understood team concept and worked closely with team to positively impact responsiveness, timeliness and quality.
  • Strengthened customer relationships by communicating total value.
  • Applied customer-driven approach when handling incoming calls, e-mails and faxes for service issues, pricing and warranties.
  • Handled buyouts and other administrative tasks.
  • Read system maps and caller information, and documented details in system.
  • Answered calls from automatic routing system and took basic information from callers.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Routed calls to police, fire and ambulance service to meet individual call needs.
  • Attended to calls reporting of wild animal bites.
  • Investigated and gathered information regarding animal-related complaints.
  • Repaired signs and fences quickly to avoid accidents and mishaps.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.

TTEC

Customer Service Representative
08.2020 - 08.2021

Job overview

  • Managed inbound and outbound calls to respond to inquiries and resolve concerns
  • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
  • Recommended products and services to members and educated customers about relevant offerings
  • Connected and empathized with people to foster trust and helped clients find answers to insurance challenges
  • Listened actively to prospective client needs and developed best health insurance solution to fit needs
  • Followed-up with clients on open or unresolved issues such as calling lapsed policy customers
  • Used clinical knowledge and judgment, patient reports, and assessment results to formulate list of medical conditions and concerns
  • Educated members on disease process, medications, and positive lifestyle choices to improve wellbeing and overall health
  • Counseled patients on testing and care requirements to address symptoms
  • Qualified customers' interest levels by building trust through conversation and using provided scripts
  • Worked with patients to reschedule appointments and meet individual needs
  • Set up meeting spaces, organized supporting materials and secured services such as catering for longer conferences
  • Answered telephone calls to provide information, take messages and set up appointments.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Dominos Pizza

Delivery Driver
06.2019 - 08.2020

Job overview


  • Followed prescribed routes and time schedules to meet 100% on-time delivery
  • Checked vehicle regularly for maintenance and cleaning requirements to keep up performance and professional impression to customers
  • Kept the route vending machines stocked, cleared of money and in good working condition
  • Worked with customers to understand and meet unique product needs
  • Solicited customers for sales promotions, issued promotional materials, and prepared displays
  • Managed time efficiently to meet consumer demands, increasing sales and providing proactive customer service.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Operated vehicle safely in highly congested areas with no traffic violations.

Continuum Global Solutions

Technical Support Representative
02.2019 - 06.2020

Job overview

  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.

Nordstrom Rack

Sales Lead
01.2016 - 02.2019

Job overview

  • Used POS system to process sales, returns, online orders and gift card activations.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.

Intuitive Solutions

Inbound Customer Service
06.2015 - 01.2016

Job overview

  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
  • Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Sales Associates

Cashier
07.2014 - 06.2015

Job overview

  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.

KBB Bindery LLC

Bookbinding
01.2013 - 06.2014

Job overview


  • Recorded relevant job data in daily production logs and required forms, produced activity reports and discussed production with supervisors to identify areas in need of improvement
  • Trimmed book edges using appropriate tools, including cutting machines and hand cutters, to produce skilled finishes
  • Maintained continuous bindery machine functionality by adjusting rounding forms and creasing rams to meet job specifications
  • Executed bindery tasks in accordance with company policies, safety protocols and job instructions to maintain consistent, high-quality standards and promote positive business reputation
  • Examined bindery products for quality issues, such as imperfect bindings, loose pages or uncut threads, and corrected problems prior to customer delivery
  • Assisted machine operators with finished pieces
  • Responsible for achieving production requirements
  • Adjusted alignment of drills, cutters, dies, guides, and holding devices.

Education

Bellevue College
Bellevue, WA

GED

Skills

  • Sales closing
  • Provider identification
  • Merchandise upselling
  • CRM software
  • Call escalation
  • Multi-line telephone
  • Operations
  • Opening and closing accounts
  • Call center procedures
  • Product knowledge
  • Client communication
  • Problem resolution
  • Complaint documentation
  • Refunds processing
  • 40 WPM keyboarding skills
  • PC Skills
  • Search Engine Skills
  • Effective Verbal and
  • Communication Skills
  • Budgeting and cost control
  • Operations oversight
  • Police Department Procedures
  • Verbal and Written Communication
  • Law Enforcement Collaboration
  • Providing Clear Directions
  • Suicide Prevention
  • Community Referrals
  • Customer Data Confidentiality

Languages

Spanish
Native or Bilingual
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Call Center Helpline Specialist - FEMA

Telus International
10.2022 - 02.2023

311 Service Representative

DATAMARK
08.2021 - 09.2022

Customer Service Representative

TTEC
08.2020 - 08.2021

Delivery Driver

Dominos Pizza
06.2019 - 08.2020

Technical Support Representative

Continuum Global Solutions
02.2019 - 06.2020

Sales Lead

Nordstrom Rack
01.2016 - 02.2019

Inbound Customer Service

Intuitive Solutions
06.2015 - 01.2016

Cashier

Sales Associates
07.2014 - 06.2015

Bookbinding

KBB Bindery LLC
01.2013 - 06.2014

Bellevue College

GED

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CYNTHIA OROZCO