Summary
Overview
Work History
Education
Skills
Timeline
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Dalia Castro

Santa Clarita,CA

Summary

Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.

Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.

Overview

7
7
years of professional experience

Work History

CSR

Netbilling
Santa Clarita, CA
10.2022 - 09.2024
  • Provided customer service support to customers over the phone and by email.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
  • Provided accurate information about products or services to customers.
  • Maintained records of customer interactions and transactions for future reference.
  • Researched required information using available resources.
  • Identified and escalated priority issues as needed.
  • Followed up with customers to ensure their requests were addressed properly.
  • Adhered to all company policies and procedures when dealing with customers.
  • Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
  • Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
  • Gathered customer feedback to inform product improvements or new products and services development.
  • Complied with quality assurance standards while handling customer inquiries.

BDC Agent

Honda
North Hollywood, California
12.2020 - 04.2022
  • Performed data entry tasks related to BDC operations including entering appointment details into CRM software.
  • Monitored incoming emails from customers seeking assistance or information about vehicles or services offered.
  • Generated reports that tracked sales performance metrics such as number of sales appointments booked per day, week, month.

Carmonas Care

HR Manager
Valencia , California
07.2017 - 12.2019
  • Set up appointments for physician visits and procedures using calendar software.
  • Checked patients in and out for appointments and collected co-payments.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Answered multi-line phone system and directed callers to requested personnel and departments.
  • Entered insurance, demographics and health history into patient database.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.

Education

High School Diploma -

Options For Youth
Van Nuys
06-2012

Some College (No Degree) -

College of The Canyons
Valencia, CA

Skills

  • Complaint Handling
  • CRM Software
  • Account updating
  • Inbound and Outbound Calling
  • Appointment Scheduling
  • Call Management
  • Consultative Sales
  • Data Collection
  • Paperwork Processing
  • Complaint resolution
  • Scheduling
  • Product Knowledge
  • Data Entry
  • Spreadsheets
  • Report Transcription
  • Order Processing
  • Customer Relationship Management (CRM)
  • Quality Control
  • Payment Processing
  • Call Center Operations
  • Microsoft Excel
  • Multi-Task Management
  • Active Listening
  • Medical terminology knowledge
  • Grammar
  • Microsoft Office expertise
  • Credit card payment processing
  • Follow-up skills
  • Positive and professional
  • Courteous demeanor
  • Product Promotion
  • Technical Support
  • Client Relations
  • Conflict Resolution
  • Quality Assurance Controls

Timeline

CSR

Netbilling
10.2022 - 09.2024

BDC Agent

Honda
12.2020 - 04.2022

Carmonas Care

HR Manager
07.2017 - 12.2019

High School Diploma -

Options For Youth

Some College (No Degree) -

College of The Canyons

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Dalia Castro