Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Personal Information
Affiliations
Timeline
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Cynthia Perez

Punta Gorda,USA

Summary

Dynamic customer service professional with extensive experience at Alorica, excelling in complaint resolution and customer relationship management. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Adept at order tracking and inventory management, ensuring timely delivery and fostering positive client relationships.

Overview

19
19
years of professional experience

Work History

Customer Experience Agent

Alorica
Punta Gorda, FL
11.2024 - 05.2025
  • Responded to incoming customer calls to assist with products and services.
  • Maintained accurate customer interaction records using CRM software.
  • Developed positive customer relationships through friendly and professional interactions.
  • Resolved customer complaints promptly, ensuring timely resolution of issues.
  • Tracked orders from initiation to completion to guarantee timely delivery.
  • Utilized approved scripts to de-escalate angry customers during calls.
  • Conducted probing inquiries to identify service needs and accurately input information.
  • Documented detailed records of customer interactions for future reference.

Office Manager

Maxwell Roofing & Sheet Metal
Fort Myers, FL
08.2007 - 12.2012
  • Monitored inventory levels and ordered supplies to ensure adequate stock.
  • Maintained confidential personnel records to uphold privacy standards.
  • Tracked invoices and payments, ensuring accuracy in accounts receivable and payable.
  • Processed payroll accurately, ensuring timely payment for all employees.
  • Coordinated meetings, travel arrangements, and department activities efficiently.
  • Resolved customer inquiries promptly, fostering positive client relationships.
  • Managed front desk operations, greeting visitors and directing inquiries appropriately.
  • Provided training to new hires on office policies and procedures.

Customer Service Rep II

OfficeMax
Mentoe, OH
01.2006 - 08.2007
  • Tracked orders from initiation to completion, ensuring timely delivery of goods and services.
  • Maintained comprehensive records of customer interactions for future reference.
  • Responded to customer inquiries via phone, email, and chat with accurate product information.
  • Resolved customer issues with knowledgeable service, fostering satisfaction.
  • De-escalated challenging situations while maintaining professionalism.
  • Liaised between customers and retail buyers to expedite order fulfillment.
  • Collected competitor pricing data to inform strategic decisions.
  • Provided frontline support for product and service transactions through calls and emails.

Education

Some college - Computer aided drafting

Thomas A. Edison State College
Fort Myers, FL
12.2000

Skills

  • AutoCAD
  • CAD
  • Drafting
  • Construction
  • Organizational skills
  • Clerical experience
  • Filing
  • Office experience
  • C
  • Order tracking
  • Data entry
  • Complaint resolution
  • Effective communication
  • Customer relationship management
  • Accounts Payable
  • Accounts Receivable
  • Roofing
  • Team collaboration
  • Time management
  • Problem solving
  • Attention to detail
  • Inventory management
  • Call center experience
  • Call control
  • Team Training
  • Performance tracking
  • Complaint handling
  • Order fulfillment
  • Customer service excellence
  • Money handling
  • Teamwork skills
  • Customer service orientation
  • Shipping procedures
  • Call center operations
  • Billing adjustments and refunds

Additional Information

Strong research skills on the Internet., Willing to ask questions., Good Microsoft skills and attention to detail.

Languages

Spanish, Fluent

Personal Information

Authorized To Work: US

Affiliations

  • Detail oriented.i am a team player. I see all thing threw to an end. I also work well with others.

Timeline

Customer Experience Agent

Alorica
11.2024 - 05.2025

Office Manager

Maxwell Roofing & Sheet Metal
08.2007 - 12.2012

Customer Service Rep II

OfficeMax
01.2006 - 08.2007

Some college - Computer aided drafting

Thomas A. Edison State College

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