CYNTHIA OROZCO
El Paso,TX
Summary
Experienced call center professional with excellent communication skills for effective customer interaction. Efficient multitasker with strong organizational abilities, providing a seamless customer experience. Proven track record of overcoming objections and delivering satisfactory resolutions to maintain positive customer relationships. Highly self-motivated and collaborative team player, dedicated to delivering exceptional service and contributing to team success. Guided by the principle of treating others as I would like to be treated in all customer interactions, ensuring a customer-centric approach at all times.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Connexus Resource Group
03.2023 - 03.2025
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
Call Center Helpline Specialist - FEMA
Telus International
10.2022 - 02.2023
- 3-Month Temporary Job Position - Disaster Assistance Helpline.
- Achieved a 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.
- I took an active role in the patient and family planning process, detailing instructions, and responding appropriately and effectively to questions and concerns.
- Made and submitted reports detailing findings 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.
311 Service Representative
DATAMARK
08.2021 - 09.2022
- Understood the team concept and worked closely with the team to positively impact responsiveness, timeliness, and quality.
- Strengthened customer relationships by communicating total value.
- Applied a customer-driven approach when handling incoming calls, emails, and faxes for service issues, pricing, and warranties.
- Handled buyouts and other administrative tasks.
- Read system maps, caller information, and document details in the system.
- I answered calls from the 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 the latest information to first responders via electronic means, telephone calls, and radio responses.
- Routed calls to the police, fire, and ambulance services to meet individual call needs.
- Attended to calls reporting 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.
Customer Service Representative
TTEC
08.2020 - 08.2021
- 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 with and empathized with people to foster trust, and helped clients find answers to insurance challenges.
- I listened actively to prospective clients' needs and developed the best health insurance solution to fit those 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 a list of medical conditions and concerns.
- Educated members on the disease process, medications, and positive lifestyle choices to improve well-being 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.
Delivery Driver
Dominos Pizza
06.2019 - 08.2020
- Followed prescribed routes and time schedules to meet 100% on-time delivery
- Checked the vehicle regularly for maintenance and cleaning requirements to keep up performance and a professional impression for 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 the best and most efficient routes.
- Operated the vehicle safely in highly congested areas, with no traffic violations.
Technical Support Representative
Continuum Global Solutions
02.2019 - 06.2020
- Assisted customers in identifying issues, and explained solutions to restore service and functionality.
- Resolved a 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 workstations for employees.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
Sales Lead
Nordstrom Rack
01.2016 - 02.2019
- Used the 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, safety requirements, and best practices.
Education
GED -
Bellevue College
Bellevue, WASkills
- CRM software
- Call escalation
- Multi-line telephone
- Opening and closing accounts
- Call center procedures
- Product knowledge
- Client communication
- Problem resolution
- Complaint documentation
- Refund 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
- Community Referrals
- Customer data confidentiality
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Connexus Resource Group
03.2023 - 03.2025
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
GED -
Bellevue College
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